21c Museum Hotels
  • 13-Nov-2020 to 12-Dec-2020 (MST)
  • Front Office
  • Nashville, TN, USA
  • Hourly
  • Full Time

Benefits include health/vision/dental/life insurance, paid time off, 401(k), parental leave


21c Museum Hotels is committed to the Health and Safety of our teammates and guests.  We have collaborated with top physicians in the fight against COVID-19 to revise our already stringent cleaning protocols to providing the safest workplace as possible.  These new protocols include:

  • Social Distancing: We have added signage throughout our properties to encourage distancing among our teammates and guests.  We have also spaced our various fixtures within our properties, such as tables in our restaurants to encourage safe distancing.
  • Required Use of Masks:  Teammates and guests alike are required to wear masks at all times while in public spaces within our properties.  Masks must cover the nose and mouth.
  • Health Screenings:  All teammates and guests are required to go through a brief health screening process before entering our properties, this includes touchless temperature checks and a health questionnaire about possible exposure as well as symptoms related to COVID-19.
  • Cleaning & Sanitizing: We have increased the frequency of cleaning and sanitizing of our public spaces, particularly of those high-touch areas, such as door handles, handrails and elevator buttons.
  • Frequent Hand Washing:  All teammates are required to wash their hands frequently for at least 20 seconds while working.  We have also increased the number of hand sanitizer stations throughout our property to prevent the spread of germs or other contaminants.  

Reports To: Front Office Manager/Rooms Manager

Supervises: Front Desk Agents

General Purpose: The Front Desk Supervisor handles internal and external guest issues, in the absence of the manager. Operating primarily from the front desk, this position ensures all front desk functions are completed accurately and efficiently and sees that any major guest complaints or employee complaints are properly communicated and documented to the management staff. The Front Desk Supervisor also acts as a liaison between Front Desk, Housekeeping, and Engineering, and ensures that all requests to these departments are fulfilled within a timely manner.

Specific Responsibilities

  • Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Manages front office staff during appropriate shifts.
  • Oversees all day to day operations of Front Desk staff, insuring that all established front office and hotel policies are followed.
  • Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
  • Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the suite for the next sell.
  • Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
  • Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
  • Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses in person and on telephone.
  • Operates the PBX equipment by answering incoming calls within two (2) rings, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
  • Maximizing revenue in each phone/desk transaction.
  • Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Maintains a friendly, cheerful and courteous demeanor at all times.
  • Performs other duties as assigned, requested or deemed necessary by management.
  • Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
  • Reviews all guest issues, contacts appropriate department for resolution, determines recovery, follows up with guest, and maintains log of the incident. Reports issues to manager, escalating immediately when appropriate.
  • Contributes and maintains established information and communication sources such as department and front desk log books in order to enhance department communications and operations.
  • Ensures that the AM shift and PM shift sheet is completed each day.

Qualifications

  • Know standard cash handling procedures and knowledge of computerized cash register systems.
  • Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
  • Must be fluent in English.
  • Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
  • Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
  • Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
  • Standard office equipment including but not limited to: telephone, copier, POS, PC, fax machine, and PBX system.

Education/Formal Training

  • High School diploma or equivalent.

Experience

  • Minimum one year previous experience as a front office supervisor or minimum of two years front office experience in hotel work.

21c Museum Hotels is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristic. The EEO is the Law poster is available here: http://www1.eeoc.gov/employers/poster.cfm

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