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Hilton Nashville Airport Hotel-Assistant Guest Services Manager

A great opportunity to join HP Hotel Management, a growing national hotel development, and management company currently ranked in the top 50 hotel management companies in the nation.  HP Hotel Management is seeking a Assistant Guest Services Manager to join our team at the Nashville Airport Hotel.

The Nashville Airport Hotel is located six miles from downtown Nashville, TN and is easily one of the best hotels in the area. Not only are we just two miles from the Nashville International Airport (BNA) but our location is minutes away from popular area restaurants, businesses, and local attractions like the famous Grand Ole Opry. Corporate travelers enjoy close proximity to the Music City Center and a vast number of downtown businesses. College students and families alike find our hotel ideal as we’re just a short drive to local universities including Vanderbilt, Belmont, and Fisk University. Guests love to visit the historic Grand Ole Opry, the Country Music Hall of Fame and Music Row, the top visited landmarks near the hotel. Ask our front desk about the Nashville Moves shuttle services for rides to and from downtown Nashville. Other area favorites include Ryman Auditorium, Nissan Stadium and Bridgestone Arena. Guest accommodations include free Wi-Fi access, 24-hour complimentary airport shuttle service, a 24-hour Business Center, and an indoor pool. 

ESSENTIAL TASKS:

  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
  • Maintain regular attendance in compliance with standards, as required by scheduling, which will vary according to the needs of the hotel.
  • Maintain high standards of personal appearance and grooming, whi8ch include wearing the proper uniform and nametag when working.
  • Comply at all times with service standards and regulations to encourage safe and efficient hotel operations.
  • Maintain a warm and friendly demeanor at all times.
  • Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
  • Respond to all guest requests, problems complaints, and/or accidents presented through reservations, comment cards, letters, and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
  • Motivate, coach, counsel and discipline all Room Division personnel according to service S.O.P.'s.
  • Be available at all times.
  • Prepare and conduct all Guest Services interviews and follow hiring procedures according to S.O.P.'s.
  • Develop employee morale and ensure training of Guest Services personnel.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation on daily house count. Monitor selling status of the house daily, i.e. flash report, allowances, etc.
  • Attend daily and monthly Rooms Merchandizing meetings.
  • Participate in required M.O.D. programs as scheduled.
  • Review Guest Services staff's  worked hours for payroll compilation and submit to Accounting on a timely basis. 
  • Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain S.O.P.'s regarding Purchase Orders, vouchering of invoices and checkbook accounting.
  • Ensure that Wage Progress, Productivity, and the Ten Day Forecast are completed on a timely basis according to S.O.P.'s.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
  • Monitor proper operation of the P.B.X. console and ensure that employees maintain service S.O.P.'s in its use.
  • Ensure staff greet and welcome all guests approaching the Front Desk in accordance with service S.O.P.'s.
  • Ensure implementation of all service policies and house rules. Understand hospitality terms.
  • Assist in preparation of revenue and occupancy forecasting.
  • Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
  • Maintain constant communication with Housekeeping, Reservations, and Accounting.
  • Manage and organize large turn days (including group check-in or check-outs).
  • Monitor and support brand Guest Recognition Program.
  • Know the hotel's rate tower and rate quoting standards.
  • Understand and implement rooms merchandising restrictions.
  • Maintain safety deposit boxes according to S.O.P.
  • Monitor out-of-order, out-of-service, discrepant and showrooms.
  • Manage sell-out opportunities; review arrivals report check on rooms inventory, control guest relocation according to S.O.P.
  • Block special requests as needed: VIPs, special needs rooms, connecting, etc.
  • Ensure that an accurate bucket check is completed nightly.
  • Ensure correct and accurate cash handling at the Front Desk.
  • Attend weekly staff meeting.
  • Follow and enforce all hotel credit policies.
  • Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
  • Maintain and monitor "Lost and Found" procedures and policies according to standards.
  • Be familiar with all corporate sponsored programs such as airline mileage, Triple Upgrade, or V.I.P. programs, and the standards and procedures for each. Ensure that staff are knowledgeable in understanding and implementing corporate programs.
  • Establish and maintain key control system.
  • Focus the Guest Services Department on their role in contributing to the Guest Service Index (G.S.I.).
  • Perform other duties as requested by management.

Reports to: General Manager/Director of Rooms

JOB SPECIFICATIONS:

Employees must meet these minimum requirements:

Educational Skill

Type of Education: 

  • High School

Level of Education

  • Grade 12

Job Experience

  • Apprenticeship Program: None

Level of Experience:

  •  1-year min.

Communication Skills

  • Speak English                     
  • Read English                                  
  • Write English                                   
  • Must have exceptional communication skills

Business Mechanical Skills

  • Calculator

License/Certification

  • Employee must have completed applicable health department certification

Physical Activities and Requirements

  • Standing and walking 100% of the time
  • Lifting
  • Bending
  • Must be able to lift 50lbs

Working Conditions

  • Work alone 
  • Work with others

Responsibilities

  • Care of Equipment: Frequent
  • Safety of Others: Frequent
  • Guest Contact: Frequent
  • Confidential Data: Occasionally
  • Decision Making: Frequent
  • Acts in Supervisory Capacity: Frequent

Sensory Requirements

  • Sight: Partial
  • Hearing: Partial

                                                           

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