Open Availability

Position Overview: Supervise Front Desk shift activity, ensuring standards of service are maintained

Essential Job Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• Provide clear direction to Front Office staff, assigning work and instructing agents in details of work. Observe performance and encourage improvement, ensuring productivity, efficiency and standards of service are met, enhancing morale. Train staff as needed
• Serve as role model for Front Office staff. Resolve customer issues and complications, by researching the situation and determining most effective solution. Make decisions based on good judgment, accommodating unusual circumstances.
• Authorize revenue allowances to remedy problems, only after alternative solutions have been offered
• Welcome and register guests into Hotel, fulfilling requests, following special instructions and adhering to established security and credit policies and procedures, using standards of service
• Using computer system for most functions, select and block rooms for arriving guests; pre-register individuals or groups as required; assist in escorting VIPs and return guests to their rooms as requested
• Check guests out of the hotel in accordance with procedures; make change, cash checks, and post charges to guest accounts, using standards of service
• Promote Hilton Hospitality and brand-specific marketing programs
• Maintain a balanced bank assigned from the hotel, handling cash and credit transactions with detail and accuracy
• Quote and be familiar with room and rate availability for current and future dates
• Accept reservations, changes and cancellations, as needed
• Work closely with the Bell stand and Housekeeping staff to coordinate the efficient handling of guest requests, room availability and guest luggage
• Follow up on guest requests. Handle and resolve guest problems or complaints, using standards of service
• Prepare daily reports and block special requests
• Keep all support departments informed of necessary information or requests
• Handle safety deposit box requests; including distributing, giving access to and closing procedures
• Answer phones according to service standards and within 3 rings
• Complete key packets and vouchers, and to modify registration cards
• Reconcile transactions at the close of the shift and cash out.
• Have thorough knowledge of hotel facilities, hours of operation and special service codes
• Handle hotel emergency procedures and situations with maturity and professionalism
• Perform tasks and projects as delegated by the Front Office Manager

• Other duties and responsibilities as assigned.
• The employee may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description
• Maintain a safe work environment for co-workers and a safe hotel for guests; please refer to Section 7.0 in the Associate Handbook for specific examples.
• Responsible for receiving, processing and investigating complaints made per the existing harassment policy.
• Maintains strong influence within all hiring, training, performance evaluations, discipline and/or termination decisions.

Qualifications, Job knowledge, Experience, Skills, Abilities:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• 4 year degree in hospitality or business degree preferred
• Previous front office or hotel experience
• Supervisory experience preferred
• Ability to speak foreign languages preferred
• Ability to work with computers; prefer previous PMS experience, MS office experience
• Ability to perform accurate moderately complex arithmetic functions using a calculator

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals

• Ability to communicate, verbally, and in writing, effectively with guests and co-workers; respond to guest requests

• No special licenses or certificates required
• The ability to understand the tasks performed by a telephone operator, a reservation agent, a concierge and a housekeeper.
• Ability to handle cash and credit transactions
• Maintains professionalism at all times, demonstrating courtesy and respect to guests and co-workers
• Ability to multi task and handle stress in busy periods
• Ability to manage and resolve conflicts

Physical requirements of the position and work environment:

• Must be able to walk, climb stairs
• Must be able to bend, stoop, crouch
• Must use hands to reach, grasp, handle, pull and push
• Must have good near and far vision
• Must be able to hear, talk, smell
• Must be able to lift & carry up to 50 pounds
• Majority of duties performed indoors. Noise level moderate.

Hilton Nashville Downtown Additional Property Specific Functions:

• Must complete brand required training

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Morning shift

Work setting:

• In-person

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 2 years (Required)

Shift availability:

• Night Shift (Required)
• Day Shift (Required)

Ability to Commute:

• Nashville, TN (Required)

Work Location: In person