Guest Services Manager

Guest Services ManagerWelcome to Conrad Nashville. We offer luxurious accommodations and exceptional service in the ever-evolving Nashville hospitality industry. Join our dynamic team, learn and grow in a culture of collaboration. Our priority is your well-being, which is why we offer competitive compensation packages, healthcare insurance, 401k plans, and team member discounts. Living and working in Nashville provides access to diverse cultural attractions, entertainment venues and culinary experiences. At Conrad Nashville, you can make a positive impact and be part of a world-class hospitality brand. Join us and discover all that we have to offer.The Guest Services Manager is responsible for assisting the Director of Front Office in managing the day-to-day operations for guest relations, guest services, and concierges; including profitable financial management and proactive strategic leadership. 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.Job DutiesLead by example, support the department operation and provide direct service to guests as needed.Oversee the arrival and departure experience, ensuring guest expectations are exceeded at all timesCo-ordinate the complete preparation of all associated services for the arrival experience of all guests.Assist in creating and implementing profit and flow-through enhancing strategies and programs.Assist in creating, implementing and executing department trainings, recruiting and innovative pre-shifts.Co-ordinate VIP's, meet them, register and escort to their rooms, according to set standards and farewell departing VIPsEnsure all guest needs are dealt with immediately, complaints are accepted, recorded, and followed up accordingly to standardsTo allocate VIP rooms and check prior to arrivalEnsure all front office staff are aware of any events within the hotel and local areaEnsure consistently high standards of presentation are maintained for both the department and the personnelTo complete the daily reports and walk the hotelComply with all systems and procedures laid down by Front OfficeManager, as Rebate-, Upgrade-, and Cash handling ProceduresQualificationsMinimum of four (4) years' experience in customer serviceTwo (2) years of hotel supervisory experienceAdvance skills in Word, Excel, PowerPoint, OnQ, and Outlook; daily use of nearly all programs will occurPreferredLuxury hotel experience strongly preferredPhysical RequirementsPosition requires walking and giving direction most of the working day. 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.Benefits:Position is eligible for the Northwood Investors incentive plan401k after 90 days, fully vested, company match to 4%Medical (3 plan choices)Dental (2 Plan choices)VisionEmployee Assistance Program (EAP)Flexible Spending Account (FSA)Paid Time OffHilton Honors Team Member DiscountsNorthwood Hospitality Discounts