Hotel Front Desk Team Lead

6 days ago


Nashville, Tennessee, United States Spire Hospitality Full time

We are seeking a highly skilled Guest Experience Manager to join our front desk team at the DoubleTree by Hilton- Nashville Downtown. As a key member of our team, you will be responsible for ensuring guest satisfaction by crafting remarkable and seamless experiences from the moment guests arrive.

Responsibilities:
  • Review VIP reservations, amenity orders, and resumes for incoming and in-house guests. Update the computer system by inputting inventory and non-inventory groups.
  • Compute daily payroll, schedules, and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures.
  • Perform front desk supervisor duties as required. Handle cash, make change, balance and assign house bank.
  • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results.
  • Communicate effectively both verbally and in writing to provide clear direction to staff. Observe performance and encourage improvement.
Requirements:
  • Ability to effectively deal with guests, 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 listen effectively and to speak English clearly to communicate with customers and employees and prepare written complex reports of room availability and revenues generated.
  • Hearing and visual ability to observe and detect signs of emergency situations and to access and accurately input information using a moderately complex computer system.
Salary and Benefits:

$55,000 - $65,000 per year, depending on experience. Comprehensive health insurance package, including medical, dental, and vision coverage. 401(k) retirement plan with company match. Life insurance and disability benefits. Paid time off and holidays. Professional development opportunities.



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