Manager on Duty

DoubleTree by Hilton Hotel Nashville Downtown

We're 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 will perform as the hotel ambassador to ensure the safety, security, and satisfaction of all hotel guests.

Responsibilities and Duties:

* Work in unison with the security and guest services departments to ensure an exceptionally seamless, safe, and memorable experience.

* Personally interact with guests in a positive and friendly way to anticipate and ascertain needs and ensure guest satisfaction.

* Strives to improve service performance.

* Interacts in a positive manner with team members, promoting teamwork.

* Executes emergency procedures in accordance with hotel standards.

* Coordinate the search and resolution of all lost child situations.

* Greet and escort VIPs to guestrooms upon initial arrival to hotel and coordinate servicing of special requests during their stay.

* Respond to requests by guests or departments for assistance in any guest-related problem.

* Follow up with guests who have required prior MOD assistance to ensure that their difficulties have been completely resolved.

* Conduct regular monitoring rounds of guest areas, including recreational areas, food and beverage outlets, and function spaces.

* Inspect hotel areas for safety, cleanliness, and overall condition.

* Ensure adherence to required department staffing levels.

* Personally assist or coordinate the resolution of deficiencies noted during rounds.

* Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

* Assist any department as needed based upon service demands.

* Prepare shift reports detailing activities completed and notify leadership as appropriate.

* Sends copy of MOD report to all departments daily.

* Coordinate the timely resolution of guest problems or complaints, providing complimentary products or services or financial adjustments as appropriate.

* Personally communicate relocation requirement to any guest who needs to be walked due to a sold-out situation.

* Personally coordinates, with the assistance of Security department and local law enforcement officials, any necessary eviction of a guest from hotel property.

* Assist in obtaining necessary payments from guests as necessary.

* Attending hotel staff meetings and completing assigned training programs.

* Complies with required safety regulations and procedures.

* Maintains cleanliness and excellent condition of equipment and work area.

* Complies with hotel standards, policies, and rules.

* Remains current with hotel information and changes.

* Complies with hotel uniform and grooming standards.

* Ensure a high level of product knowledge of the hotel, including, but not limited to, directions, hours of outlet operation, hotel services, hotel events and local and community events and attractions.

* Safely drive the airport shuttle as needed.

* Appropriately address team member concerns or issues.

* Perform other duties as assigned.

Specific Job Knowledge and Skills:

* Exceptionally strong technical and service skills

* Extensive knowledge of all hotel departments

* Excellent guest service skills

* Knowledge of all state innkeeper laws

* Multilingual preferred

Other Expectations:

* Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

* 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. This includes nights, weekends and/or holidays.

* All team members must maintain a neat, clean and well-groomed appearance (specific standards available).

* Team Members are always required to take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties.

* Complies with health and safety rules, regulations and procedures to maintain a safe environment

Working Conditions: Physical Demands:

The physical demands and work environment characteristics described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Qualifications: Education: Bachelor's degree in hospitality management or relevant experience. Experience: Minimum two years of guest service management experience. Other: Additional language ability preferred. Able to work an evening flexible schedule, including weekends and holidays is required