Guest Services Supervisor

Conrad Hotels and Resorts•Nashville, TN

1d•Onsite

About The Position

Front Office is the face of the team, you ensure that all our guests are greeted by a well-trained, highly motivated team handling all guests with the utmost care. As a supervisor show accurate attention to detail and a pro-active service approach to our team and guests at all times. A Sound experience tells when to let the team fly and when to surface and guide. Under your careful watch, the day runs smoothly. Overseeing the operation for Front desk allowing the team to ensure we exceed expectations. This role will contribute to the organization as an active business partner that is responsible for supporting the company’s goals, objectives, vision, and values of Conrad Nashville.

Requirements

Minimum of two (2) years’ experience in customer service
Two (2) years of hotel supervisory experience
Advanced skills in Word, Excel, PowerPoint, OnQ, and Outlook; daily use of nearly all programs will occur
Proven interpersonal skills with a track record of successful guest interaction
Able to negotiate, organize, delegate & work under pressure with attention to detail & a high level of creativity
Ability to read, write, speak and understand the English language to communicate with guests and team members.
Must be able to stand and walk for 8 hours a day.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability, and visual activity.
Must be able to lift up to 25 lbs. on a regular and continuing basis.
Must be flexible to work any day of the week, weekends, and holidays if assigned.
All team members must maintain a neat, professional, clean and well-groomed appearance.

Nice To Haves

Luxury hotel experience strongly preferred
Knowledge of Hilton OnQ systems preferred

Responsibilities

Daily overseeing the smooth operation of the Front Office & PBX, to ensure efficient arrival & departure experience and impeccable guest care, helping to exceed Forbes service levels. Follows and offers a consistent authentic delivery of Forbes Service guidelines for excellence, while maintaining all standards throughout the hotel for team delivery in line with Forbes Service of Excellence
Attend to guest and group special needs and solve any guest concerns with confident, style & grace, being that first line of support for the team in offering assistance in a number of occasions
Keeping a pulse on daily revenues, offering all upsell opportunities, ensuring all revenue is posted accurately
Skillfully managing team members in the Front Office & PBX teams by creating an environment where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
In conjunction with the operations team, Co-ordinate VIPs, room assignments, greet them, register, and escort them to their rooms, according to set standards and farewell departing VIPs.
Lead by example, support the department operation and provide direct elevated service to guests as needed. Co-ordinate & oversee the complete preparation of all associated services for the arrival & farewell of our guests to exceed all expectations.
Assists in creating, implementing, and executing department training, recruiting, and innovative pre-shifts. Ensure all front office & guest services teams are aware of any events within the hotel and local area
Ensure all guest needs are given immediately attention, complaints are accepted, recorded, and followed up accordingly to standards, showing good listening skills with the ability to resolve concerns in a proactive manner.
Ensure consistently high standards of presentation are maintained for all departments
Via all appropriate web sites, communicate with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing team work details, from pre-planning and departure billing questions, answering all SALT and reviews in a positive manner.
Organize, conduct and/or attend meetings to obtain and disseminate pertinent information, complete checklists, analysis of data to ensure improvements for guest service at every opportunity.
Ability to read, write, speak and understand the English language to communicate with guests and team members. Understands Conrad SOP & Brand performance of importance of Honors & enrollments
Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts, to ensure everyone works in a safe and secure environment
Plan timely arrival / in house / departure experiences via 3rd party sites (to include yet not limited to: KIPSU / QUORE / Tru Tour)
Demonstrates Conrad Nashville product knowledge including room layouts and views and able to offer guest suggestions for local entertainment in Nashville
Comply with all Conrad Nashville & Hilton systems and procedures including credit / cash handling / revenue / expenses / safety & security / upgrades and all operational POS systems & hotel technology. Must possess the ability to post and balance large amounts of charges efficiently and accurately
Participate and support all Hilton brand programs via monthly FO webinar and The Lobby FO support pages
Remain calm and alert especially during emergency situations and heavy hotel activity.
Plan and implement detailed steps by using experienced judgement and discretion.