Job Description

JOB DESCRIPTION

Position: PBX                                                                       Classification: Non-Exempt

Department: Front Office                                                    Department Head: Director of Rooms

Reports to: Front Office Manager

Welcome to Conrad Nashville. We offer luxurious accommodations and exceptional service in the ever-evolving Nashville hospitality industry. Join our dynamic team, learn and grow in a culture of collaboration. Our priority is your well-being, which is why we offer competitive compensation packages, healthcare insurance, 401k plans, and team member discounts. Living and working in Nashville provides access to diverse cultural attractions, entertainment venues and culinary experiences. At Conrad Nashville, you can make a positive impact and be part of a world-class hospitality brand. Join us and discover all that we have to offer.

Job Summary

Clearly greets in a positive calm tone, with a smile, to all telephone callers.  Offering all guests and team members a kind, attentive, authentic and courteous telephone experience with efficient and accurate connection of calls. Consistently efficient & timely use of POS / Agilysis / KIPSU / Quore and all other guest and team technology systems. Offers and promotes all hotel services, amenities and upsells products to our guests, offers clear communication and ability to actively listen with empathy. Resolves guest challenges with empowerment to exceed expectations in line with company goals, objectives, vision and values of The Conrad Nashville.

Job Duties

• Welcomes and offers guest service to exceed guest expectations at all times, following OnQ steps to ensure the safety and security of our guests and team, has the ability to promote Conrad Nashville benefits and all Hilton programs (inc. yet not limited to: HH, Agilysis / KIPSU / Quore / Estandby)
• Demonstrates Conrad Nashville product knowledge including hotel, layouts and guestroom views
• Knowledgeable of all in-room dining menu selections, promotes upselling and beverage sales in line with SOP guidelines. With hospitable service, calm tone and accurate listening able to talk through dining alternatives, enter into Agilysis for a timely delivery to our guests
• Able to offer guest suggestions for appropriate local entertainment in Nashville
• Follows and offers a consistent authentic delivery of Forbes Service guidelines for excellence at all times
• Participates in creating, implementing, and executing department culture to maintain all SOP standards
• 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
• Demonstrates consistent delivery of all SOP standards 
• Comply with all systems and procedures trained by Front Office Manager / , as Rebates, Upgrade, Cash handling Procedures & all operational POS systems & hotel technology
• Promotes Hilton Honors, as to ensure benefits are promoted and enrollments achieved, following all guidelines as trained
• Consistently demonstrates positive body language, a clear telephone voice with ability to show empathy, kindness and pro-active thinking in line with SOP & Conrad Nashville service excellence
• Embrace the multitasking of many calls during peak hours and higher hotel occupancies
• Remains Up-to-date with hotel activities and local knowledge of events to provide accurate information at all times (including yet not limited to: city convention schedules / sports & music events / weather / transportation & traffic)
• Ability to speak in a clear calm manner when offering step by step guidance to guests and team members for internet connection / room temperature assistance and a number of other queries
• Key co-ordination of guest follow-up requests in an accurate and timely manner
• Ability to assist in the role of a key communicator to all emergency services
• Remain calm and alert especially during emergency situations

Education and Experience

• Minimum of two (2) years of experience in customer service over the phone required.
• Proven interpersonal skills with a track record of positive service interactions.
• Luxury hotel experience preferred.
• Knowledge of POS, Agilysys, KIPSU, Quore, and Hilton OnQ systems preferred.
• Basic math skills required for daily operational tasks.
• Proficiency in Microsoft Word and Excel required.
• Flexible schedule is necessary which includes but not limited to days, nights, weekends, and holidays.
• Position requires regular, reliable attendance.

Skills & Abilities

• Excellent communication and interpersonal skills.
• Strong customer service orientation with a focus on guest satisfaction.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Ability to adapt communication style to suit different audiences including guests, supervisors, and coworkers.
• Detail-oriented with strong organizational skills.
• Ability to learn and navigate multiple systems and programs efficiently.
• Team player with a professional and positive demeanor.

Physical Requirements

• Must be able to stand and walk for up to two (2) hours per day.
• Must be able to perform repetitive motions including grasping, writing, and typing.
• Requires bending, climbing, sitting, and walking.
• Must have the ability to listen, hear, and maintain visual awareness.
• All team members must maintain a neat, professional, clean, and well-groomed appearance.
• Must be flexible to work any day of the week, weekends, and holidays if assigned.

Benefits

• Position is eligible for the Northwood Investors incentive plan 
• 401k after 90 days, fully vested, company match to 4%
• Medical (3 plan choices)
• Dental (2 Plan choices)
• Vision
• Employee Assistance Program (EAP)
• Flexible Spending Account (FSA)
• Paid Time Off 
• Hilton Honors Team Member Discounts
• Northwood Hospitality Discounts 

EEO and ADA Statements

Conrad Nashville is an Equal Opportunity Employer. We support and encourage diversity in the workplace.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.