Guest Services Ambassador

Location

Nashville Hotel

The Omni Nashville Hotel was specially created to be an authentic expression of Nashville's vibrant music culture. Across from the new Music City Center, the luxury hotel is a one-of-a-kind experience, fully integrated with an expansion of the Country Music Hall of Fame and Museum on four levels. Located on Fifth Avenue between Demonbreun and Korean Veterans Blvd. The Omni Nashville Hotel design is a modern expression of the city's distinct character, incorporating natural materials, exposed steel and regional limestone. The multi-story hotel and expanded museum shares meeting and entertainment space and brings additional restaurants and retail venues to this dynamic destination in downtown Nashville. The Omni Nashville Hotel's associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Nashville may be your perfect match.

Job Description

This position serves as a supervisory position overseeing the Bellpersons, Concierges, and Drivers. Additionally, they are responsible for warmly greeting guests, answering questions, or giving directions to happenings or locations within the hotel, explaining hotel and convention center facilities, and assisting with information about the local area.

Responsibilities

• Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task be an ambassador for the hotel.
• Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
• Facilitate bag handling for guests by dispatching bell persons efficiently.
• Anticipate guests needs, respond promptly and acknowledge all guests, no matter how busy or time of day.
• Maintain positive guest relations at all times.
• Be familiar with all systems and equipments as related to Guest Services (Opera, GoConcierge, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
• Handle calls from guests, write requests for service on service call cards, prompt response with a time stamp and place them in rotation for the next available bell person to assist.
• Follow-up with guest complaints to ensure that any problems are resolved by adhering to the service recovery process.
• Assist guest calls and dispatch bellmen to handle guest luggage for check in or check out.
• Be pleasant, smile and greet all guests, using surnames when obtained.
• Maintain Four Diamond standard of guest service.
• Be familiar with parking validation procedures.
• Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
• Utilize bell carts effectively and with caution.
• Be familiar with local attractions and businesses. Be sure to recommend on-site venues first.
• Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, GHA, Laundry Services, and Omni Kids Program).
• Be familiar with all hotel facilities (F&B Outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space & Parking Garage).
• Be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B Outlets, Banquets, Sales, Engineering and Purchasing).
• Assist in making reservations for restaurants and limousines for our guests; assist in airline ticket requests and taxi/shuttle scheduling as needed.
• Attend all designated staff meetings and training sessions.
• Understand the importance of our Medallia scores.
• Proper phone etiquette; answering the phone with a smile in your voice.
• Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
• Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions; complete safety training and certifications.
• Deliver personalized, memorable guest experiences by utilizing the Power of One.
• Perform other duties & special projects as assigned by the management team.
• Proper phone etiquette; answering the phone with a smile in your voice.

Qualifications

• At least 6 months previous luxury hotel experience in front office or guest services required. Experience in a community organization or like role in which candidate has represented the city and/or explained its attractions will suffice in place of hotel experience.
• Ability to provide information including hotel information, local area information and activities to guests.
• Ability to understand basic Front Office procedures to be able to assist guests with questions or concerns.
• Be available to provide directional assistance to conference attendees/ guests between meetings and function breaks.
• Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone.
• Ability to accurately and efficiently input information into computer systems, OPERA experience a plus.
• Ability to work well under pressure, dealing with many guest requests/questions within a short period of time.
• Strong organizational skills with the ability to prioritize and multi-task in a fast paced environment.
• Ability to handle stressful situations, while maintaining a calm and welcoming demeanor
• Must be able to work a flexible schedule and willingness to work nights, weekends, and holidays.
• Ability to stand for the entire scheduled shift, will assist with lifting, moving, pushing, pulling objects up to 30 lbs.

Omni Hotels & Resorts is an equal opportunity employer - vets/disability. The EEO is the Law poster and its supplement are available using the following links: EEOC is the Law Poster and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement If you are interested in applying for employment with Omni Hotels & Resorts and need special assistance to apply for a posted position, please send an email to applicationassistance@omnihotels.com.

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