Assistant Front Office Manager

The DoubleTree by Hilton- Nashville Downtown is located in downtown Nashville, a five-minute walk from the row of honky-tonks and bars on Broadway. Famous attractions like Ryman Auditorium, Bridgestone Arena, and the Country Music Hall of Fame and Museum are within half a mile of our hotel. We feature live music on Thursday, Friday, and Saturday nights at our Fourth and U restaurant and bar.

343 Rooms, Full-Service Starbucks, 15,000 sq. ft. event space.

SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career.
We offer a comprehensive full-time benefits package consisting of EARLY PAY OR EARNED WAGE ACCESS get paid before payday, medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more.
In this role, you'll warmly welcome our guests and provide exceptional service throughout their stay. You and the entire front desk team are dedicated to ensuring guest satisfaction by crafting remarkable and seamless experiences from the moment guests arrive. Your efforts will create unforgettable and unique memories that leave a lasting impression.

EXAMPLES OF DUTIES

• Review VIP reservations, amenity orders, and resumes for incoming and in house guests. Update the computer system by inputting inventory and non-inventory groups. Control the suite book to ensure suites and special blocks are handled correctly.
• 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. Count cash and other methods of payment at the end of the shift to verify and balance the 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. Plan and implement detailed steps by using experienced judgment and discretion.
• Communicate effectively both verbally and in writing to provide clear direction to staff. Observe performance and encourage improvement. Administration of disciplinary procedures. Monitor lobby traffic and make staffing adjustments accordingly.
• Provide safety deposit boxes for guest by escorting them to the vault pulling the box from the vault and carrying it to the customer. File access slips in room order.
• Prepare weekly forecast expected arrivals and departures.
• Perform the duties of Guest Service Agent, Reservation Agent and Telephone Operator in a friendly and courteous manner to ensure guest satisfaction.
• Other duties as assigned by the Front Office Manager such as assisting in roles of manager on duty.

Related Functions:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to effectively deal with guests, some of who 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.
• Ability to lift and transport metal deposit boxes weighing up to 15lbs.
• Ability to analyze information and make effective judgments.

MINIMUM QUALIFICATIONS

Education:

Any combination of education and experience that provides the required knowledge skills and abilities.

Training and Experience:

One-year front office management experience preferred.

OTHER

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.
• Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.
• Upon employment, all associates are required to fully comply with rules and regulations for the safe and efficient operation of hotel facilities. Associates who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
• All employees must maintain a neat, clean and well-groomed appearance (specific standards available).
• Additional language ability preferred.

NOTE: While the list of essential duties is intended to be as inclusive as possible, there may be other duties that are essential to the position.