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Property Name
Job Title
Ideal Services Supervisor
Company Name
Management Position
Bonus Pay
Position Categories
Customer Service, Front Desk

Job Description


Nashville Hotel


The Omni Nashville Hotel was specially created to be an authentic expression of Nashville’s vibrant music culture. Across from the new Music City Center, the luxury hotel is a one-of-a-kind experience, fully integrated with an expansion of the Country Music Hall of Fame and Museum on four levels. Located on Fifth Avenue between Demonbreun and Korean Veterans Blvd. The Omni Nashville Hotel design is a modern expression of the city’s distinct character, incorporating natural materials, exposed steel and regional limestone. The multi-story hotel and expanded museum shares meeting and entertainment space and brings additional restaurants and retail venues to this dynamic destination in downtown Nashville.

The Omni Nashville Hotel’s associates enjoy a dynamic and exciting work environment, comprehensive training and mentoring, along with the pride that comes from working for a company with a reputation for exceptional service. We embody a culture of respect, gratitude and empowerment day in and day out. If you are a friendly, motivated person, with a passion to serve others, the Omni Nashville may be your perfect match.

Job Description:

To direct and assist guest and associates with communication needs in accordance with Omni Standards.


* Answer console.
* Proper phone etiquette; answering the phone with a smile in your voice.
* Maintain Four Diamond Standards of guest service.
* Be actively engaged with our guests. Identify the needs of our guests and meet these needs, aiming to exceed expectations at every opportunity.
* Be familiar with all systems and equipments as related to Ideal Services (Opera, GoConcierge, Micros POS, Synergy, SALTO, Two-Way Radio Dispatch, ISD Firepanel).
* Direct phone calls to appropriate Personnel.
* Assist all guests and associates requests on maintenance using synergy system and follow up in a timely manor
* Responsible for supervision of Ideal Services operators.
* Must be able to train new associates.
* Omni Prompt Response Help Line.
* Wake-up calls.
* Be familiar with the Emergency call process
* Take In- Room Dining orders and enter order into MICRO’s POS system
* Explain key card function and “hot” plugs in the rooms if prompted
* Explain Sensation Bar process if prompted
* Familiar with all reservation special packages.
* Must be familiar with shift checklist and be able to run Ideal Services in absence of the Ideal Services manager.
* Be familiar with the inter-relationship between the different departments (to include Ideal Services, Guest Services, Housekeeping, F&B Outlets, Banquets, Sales, Engineering and Purchasing).
* Perform other duties & special projects as assigned by the management team.
* Follow all company policies and procedures; ensure clean uniform and professional personal appearance; maintain confidentiality of proprietary information; protect company assets.
* Deliver personalized, memorable guest experiences by utilizing the Power of One.
* Familiarity with parking procedures.
* To be familiar with local attractions and businesses.
* Be familiar with all hotel amenities (to include Wireless Internet, Select Guest Program, GHA Discovery, Laundry Services, and Omni Kids Program).
* Be familiar with guest scenarios and follow-up on all guest requests and concerns, effectively adhering to the service recovery process.
* To be thoroughly acquainted with all check-in and check-out procedures and policies of the Front Office.
* Be familiar with all hotel facilities (F&B Outlets, Business Center, Fitness Center, Outdoor Pool, Meeting Space & Parking Garage).
* Attend all designated staff meetings and training sessions.


* Hospitality experience required within the Front Office, Reservations or Ideal Services, with leadership experience strongly preferred.
* College degree preferred; hospitality degree a plus.
* Solid understanding of front office and PBX processes, including managing a switchboard
* Ability to prioritize, organize and follow up on all assigned items, including guest requests and questions.
* Developed computer proficiencies, with a strong working knowledge of excel, OPERA experience a plus.
* Able to set priorities for the ideal services team and provide feedback to others that enhances performance.
* Candidate must have proven leadership skills and must be able to direct, develop and motivate staff.
* Ability to teach employees importance of, and how to greet guests and courteously solve requests
* Ability to clearly and pleasantly communicate both verbally and in writing in English with guests, management and co-workers, both in person and by telephone
* Ability to work cohesively with co-workers both within and outside of your department
* Strong attention to detail is required to minimize errors.
* Ability to work multi-line phone system managing a high volume of calls.
* Ability to accurately and efficiently input information into computer systems
* Ability to manage the phone and computer efficiently while responding to guests quickly.
* Strong organizational skills with the ability to multi-task in a fast paced environment.
* Ability to handle stressful situations, while maintaining a calm and welcoming demeanor.
* Sit for an extended period or for an entire work shift. Requires repetitive motion, including utilizing telephone/computer for an extended period or for an entire shift.
* Must be able to work a flexible schedule including nights, weekends and holidays.


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Job Requirements

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristics protected by law. The following link provides more information regarding the Federal laws prohibiting discrimination in employment: EEO is the Law - Notice of Applicant Rights Under the Law

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