Concierge

Come join our Hyatt family! We are searching for someone like you who enjoys taking care of people! We provide on-the-job training and enjoy watching our Colleagues grow with us. We offer great benefits including but not limited to Medical, Dental, Vision, 401k, Life Insurance, Short-Term Disability, Long-Term Disability, EAP, Tuition Reimbursement & Awesome Travel Perks!

Job Overview: Greets and registers guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet Thompson Nashville's high standards of quality.

Reports to: Director of Front Office, Assistant Front Office Managers

Key Relationships:

Internal: Bell and Door Staff, Concierge, Reservations/PBX, Housekeeping, Sales, Catering

External: Hotel guests/visitors, other hotel personnel, and vendors/suppliers.

Essential Job Functions:

• Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.

• Assisting guests with Reservations at local restaurants, concert venues, and other local vendors. Establish relationships with these vendors to ensure their assistance with guests needs.

• Proactively reach out to guests to arrange any special needs or accommodations during their stay.

• Utilization of Alys System to track any reservations, special occasions and amenities to be delivered during guests stay.

• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

• Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or reservation issues

• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

• Regular attendance in conformance with the standards, which may be established by Thompson Nashville from time to time, is essential to the successful performance of this position. Employees 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, employees may be required to work varying schedules to reflect the business needs of the hotel.

• Upon employment, all employees are required to fully comply with Thompson Nashville's rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

• In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

• Summon front service/bell assistance to escort guests to their rooms as appropriate.

• Operate facsimile machine to send, receive, and log incoming transmissions. When possible, hand- deliver incoming faxes using the message function of the computer.

• Use the photocopier to make copies of items as required.

• Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations.

• Maintain familiarity with all property functions and outlet operations to market property to guests in a positive manner. Directs guest flow through hotel giving assistance and directions to restaurant and other guest / client facilities.

• Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance giving accurate information regarding outlet hours, other hotel services, directions to local attractions or function rooms, car rentals, airline shuttle service, etc.

Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently with or without reasonable accommodation.

Essential:

1.Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

2.Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.

3.Ability to stand and move throughout front office and continuously perform essential job functions.

4.Ability to read, listen, and communicate effectively in English, both verbally and in writing.

5.Ability to access and accurately input information using a moderately complex computer system.

6.Hearing and visual ability to observe and detect signs of emergency situations.

7.Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities.

8.Individuals are required to meet the minimum bonding standards.

9.All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).

Desirable:

1.High school diploma preferred.

2.Prior hospitality experience preferred.

3.Applicants with additional language skills preferred.

Physical Abilities:

• Inside with protection from weather but not necessarily changes in temperature.

• Confined work area with considerable traffic, frequent interruptions, and noise from telephones, voices, and office machines.

• Periods of standing exceeding 90 % of work shift are required.

• Physical activities include standing, talking, hearing, seeing, sitting, lifting, carrying, pushing, pulling, stooping, kneeling, reaching, handling, fingering, and bending.

• Considerable repetitive motion of hands and wrists as relates to the use of computer keyboards is possible