Front Desk Supervisor

HEI Hotels & Resorts; Nashville (TN); On-site; USD 19,000 - 30,000; Full time

Benefits offered by this job

Medical & Dental

Vision Insurance

Paid Time Off

Pet Insurance

401(k) Matching

Hotel Discounts

Job summary

Sheraton Music City Hotel is seeking a Front Desk Associate to deliver outstanding guest service at the lobby desk in Nashville. You will assist with arrival/departure, check-in/check-out, and information delivery to guests with a warm, professional approach.

The role requires at least one year in hospitality customer service, strong communication, and the ability to handle payments and front desk software. Training and a supportive team environment are provided.

Qualifications

• One year experience in customer service in hospitality or similar industry.
• Ability to deal with customers with patience, tact and diplomacy to resolve conflicts.
• Basic mathematical skills and calculator use for moderately complex calculations.
• Ability to input information using a moderately complex computer system.
• Ability to stand, walk and work behind the front desk.
• Strong verbal and written communication skills.
• Ability to adapt communication style for different audiences.

Responsibilities

• Greet guests with a friendly welcome and provide accurate information.
• Assist with check-in/check-out and manage room assignments.
• Handle payments, post charges, and balance the cash drawer.
• Answer calls promptly and relay messages to guests and staff.
• Resolve guest issues with calm, clear judgment and escalation as needed.
• Maintain guest records and observe front desk procedures and policies.
• Perform other job-related duties as assigned.

Skills

Customer service

Communication skills

Mathematical skills

Computer input

Verbal/written communication

Adaptable communication

Attention to safety

Job description

About Us

Excellent service is a tradition at the Sheraton Music City Hotel. Our facility has 410 rooms and 32,000 square feet of centralized and elegant meeting space. With dedicated associates, we are poised to exceed our guest's every need. Why work at Sheraton Music City? We are a fun, energetic and enthusiastic team that has a passion for delivering outstanding service to both our guests and fellow team members. Our associates enjoy free parking, complimentary meals, incentives for exemplary performance, and much more.

Compensation

Tipped/Service Charge Eligible? No
Discretionary Performance Bonus Eligible? No

Overview

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

Essential Duties and Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.

• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote *HEI Hotels and Resorts and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out.

• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler's checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

• Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

• Communicate both verbally and in writing to provide clear direction to staff.

• Comply with attendance rules and be available to work on a regular basis.

• Perform any other job-related duties as assigned.

Qualifications and Skills

• One year experience in customer service in hospitality or similar industry.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.

• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations with or without reasonable accommodation.

• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

• Ability to establish and maintain effective working relationships with associates, customers and patrons.

• Effective verbal and written communication skills.

• *Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.