Guest Services Manager

About the role

306 rooms | 12,000 sq. ft. meeting/event space Amenities: multiple on-site restaurants, unique social lounge, roof-top outdoor pool with bar, fitness center, concierge. With a modern, lifestyle focus in the heart of Nashville, Hilton Tempo offers an engaging environment for hospitality professionals who thrive on energetic guest experiences and creative operational challenges. Located near Music Row and within walking distance of the city's vibrant entertainment, dining, and cultural scene, the hotel provides a dynamic urban setting where leaders can shape memorable stays for both business and leisure travelers. JOB DUTIES Maintain complete knowledge at all times of: All hotel features/services, hours of operation. All room types, numbers, layout, decor, appointments and location. All room rates, special packages, third party companies, airline contracts and reservation promotions. Daily house count and expected arrivals/departures. Room availability status for any given day. Scheduled in-house group activities, locations, and times. All hotel and departmental policies and procedures. Complete bi-weekly payroll. Meet with departing Front Desk Supervisor or Night Auditor to review business status and follow up items. Access all functions of the computer system according to established procedures and standards. Answer department telephone within three rings, using correct greeting and telephone etiquette . Check Front Desk and storage areas for proper supplies, organization and cleanliness. Instruct designated personnel to rectify any cleanliness/organization deficiencies. Review the previous day's occupancy and room for revenues. Monitor revenues derived from telephone, garage, and sundries. Monitor expenses (telephone, cost of sales, supplies, commissions, and labor). Resolve discrepancies with accounting. Track actual numbers against budget. Ensure that staff report to work as scheduled. Document any late or absent employees. Coordinate breaks for staff. Assign work duties to staff in accordance with departmental procedures. Communicate with additions or changes to the assignments as they arise throughout the shift. Identify situations which could compromise the department's standards and delegate these tasks. Conduct pre‑shift meetings with staff and review all information pertinent to the day's business. Inspect grooming and attire of staff; rectify any deficiencies. Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel. Constantly monitor staff performance in all phases of service and job functions, ensuring that all procedures are carried out to departmental standards; rectify any deficiencies with respective personnel to include Front Desk staff, PBX Staff, and Reservations Staff. Monitor the check-in/check‑out process, ensuring agreement to hotel standards, anticipate critical situations, and assist wherever necessary to help alleviate the pressure and to process the guest expediently. Monitor communication logs and ensure that guest requests are followed within 20 minutes. Check for repetitive problems and follow through on any unresolved requests. Monitor guest mail and ensure that it is processed according to procedures. Monitor and ensure that express check-outs are processed through the system correctly in accordance with hotel check‑out standards. Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel. Assist staff with their job functions to ensure optimum service to guests. Observe guest reactions and confer frequently with staff to ensure guest satisfaction. Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Promote positive guest relations at all times. Monitor and handle guest complaints by following the six step procedures and ensuring guest satisfaction. Assist guests with reports of lost or stolen articles, following hotel policy. Adhere to hotel requirements for guest and employee accidents or injuries and in emergency situations. Contact newly registered guests ten minutes after check-in to establish guest satisfaction ; resolve any dissatisfaction immediately. Document each call according to procedures. Ensure security of guest room access. Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures. Assist staff with expediting problem payments. Anticipate sold-out situations and know how many rooms are overbooked. Locate alternative accommodations for guests and "walk" guests, following hotel policies and procedures. Audit surrounding area hotels daily for the status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations. Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximiz

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