Nashville Downtown Hotel

Position Overview: Responsible for answering incoming calls, providing accurate information with professionalism and courtesy

Essential Job Functions:

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

• Promptly answer all incoming calls, internal or external, with a warm greeting, maintaining standards of service.
• Accurately handle wake up calls, and receipt and delivery of messages.
• Accurately take note of guest requests and act as liaison with hotel departments, ensuring follow up.
• Using computer system for most functions, select and block rooms for arriving guests; pre-register individuals or groups as required.
• Quote and be familiar with room and rate availability for current and future dates.
• Promote Hilton Hospitality and brand-specific marketing programs.
• Respond to guest requests and inquiries, providing accurate information, i.e. local events, contact information.
• Work closely with the Bell stand and housekeeping staff to coordinate the efficient handling of guest requests, room availability and guest luggage.
• Have thorough knowledge of hotel facilities, hours of operation and special service codes.
• Perform tasks and projects as delegated by leadership.
• Handle emergency requests calmly and properly, i.e. police dispatch, fire, bomb threats.
• Other duties and responsibilities as assigned.
• The service professional may be expected to work in other areas of the hotel when needed to assist operations to perform job duties not necessarily contained in this job description.
• Maintain a safe work environment for co-workers and a safe hotel for guests.

Qualifications, Job knowledge, Experience, Skills, Abilities:

• High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience
• Excellent verbal and in writing communication skills in order to effectively communicate guests and co-workers; respond to guest requests
• Ability to work with computers and perform accurate arithmetic functions

• Customer Service experience is helpful
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• No special licenses or certificates required
• Maintains professionalism at all times, demonstrating courtesy and respect to guests and co-workers

Physical requirements of the position and work environment:

• Must use hands to reach, grasp, handle, pull and push
• Must have good near and far vision
• Must be able to hear, talk, smell
• Majority of duties performed indoors. Noise level moderate
• Ability to work in confined spaces and in close proximity to other associates
• Ability to work under pressure and stressful situations, maintaining a positive attitude

Hilton Nashville Downtown Additional Property Specific Functions:

• Must complete brand required training