What are the responsibilities and job description for the Front Desk Agent position at Northwood Hospitality?
Front Desk Agent at Conrad Nashville
Through bold design and purposeful service, Conrad Nashville gracefully blends urban sophistication with refined elegance to create a luxury retreat within the bustle of the city. With an emphasis on top-tier service, standout amenities and thoughtfully curated partnerships, Conrad Nashville elevates the guest experience for today’s sophisticated sightseer.
Job Summary: Greets and registers guests, providing kind, attentive, authentic, and courteous service. Welcomes all guests to conduct arrival and departure via POS. Offers and promotes all hotel services, amenities, and upsells products to our guests, offers clear communication and the ability to actively listen with empathy. Resolves guest challenges throughout their stay in our hotel, with empowerment to exceed expectations in line with company goals, objectives, vision, and values of The Conrad Nashville.
If you were hired on or before July 31, 2022, you will be eligible for an Opening Bonus as part of our opening team!
Key Responsibilities:
Able to offer guest suggestions for appropriate local entertainment in Nashville
Follows and offers a consistent authentic delivery of Forbes Service guidelines for excellence
With empowerment to resolve any guest concerns, shows empathy, offers apologies, and demonstrates good listening skills with the ability to resolve concerns in a proactive manner, or seek guidance to do so.
Upholds all procedures for VIP guests, security protocol, and safety of all
Must possess the ability to post and balance all levels of charges efficiently and accurately
Comply with all systems and procedures trained by Front Office Manager, as Rebates, Upgrade, Cash handling Procedures & all operational POS systems & hotel technology
Promotes HHonors, as to ensure benefits are promoted and enrollments achieved, following all guidelines as trained
Consistently demonstrates positive body language, a clear telephone voice with the ability to show empathy, kindness, and pro-active thinking in line with Conrad Nashville service excellence
Remain calm and alert especially during emergency situations and heavy hotel activity.
Education and Experience:
Minimum of two (2) years experience in customer service
High School Diploma or GED Equilvant
Knowledge of Hilton systems preferred
Luxury hotel experience preferred
Cash handling experience
Skills & Abilities:
Detail Orientated
Strong Customer Service Focus
Excellent verbal communication skills
Basic computer and math skills
Physical Requirements:
Position 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.
All team members must maintain a neat, professional, clean, and well-groomed appearance.
Benefits:
· 401k after 90 days, fully vested, company match to 3%
· Medical (4 plan choices)
· Dental (2 Plan choices)
· Vision
· Employee Assistance Program (EAP)
· Flexible Spending Account (FSA)
· Awesome Paid Time Off policy
· Hilton Discounts Worldwide
· Northwood Hospitality Discounts
· Free Parking
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