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Guest Services Operations Manager

Company: Confidential
Location: Nashville
Posted on: January 27, 2023

Job Description:

Current or previous Hospitality Leadership experience preferred

Position Summary:

Responsible for oversight and Leadership of multiple entrances providing Valet, Greeter, Parking Enforcement and any guest service-related operations at respective locations on campus. Provide professional, courteous and compassionate guest services for patients, visitors, and guests while meeting the standards outlined. Manage and coordinate all activities related to the operation. Proactively lead and mentor front-line teams to engage, greet and acknowledge all customers in a friendly, professional manner and provide quick, responsive customer service. Responsible for all other duties assigned.

Primary Duties:

Ensure each guest receives outstanding service by providing a friendly environment, which includes proactively greeting and engaging all customers, patients and visitors of the location.

Manage and coordinate all activities related to service operations which includes volume monitoring for appropriate staffing, traffic control, volume tracking, database entry and operational performance corrections.

Recommend measures to improve performance, guest satisfaction and increase efficiency.

Administer Corporate Service Standards and Client Service Expectations.

Maintain established policies, procedures, objectives, quality assurance, safety and environmental and infection control.

Recruit and hire qualified applicants for each position; ensuring adequate staff to meet operational requirements.

Ensure on-going training, promotions, performance reviews, driving evaluations, employment termination, and disciplinary measures are administered according to policy and procedure.

Assist each guest into and out of their vehicles by opening/closing car doors, retrieving/storing wheelchairs/walkers and belongings.

Ensure quality assurance and management visibility at all times to maintain high standards of quality, reliability and safety.

Motivate and persuade team members to provide exceptional service.

Ensure established dress code and hygiene guidelines, including being properly identified are consistently applied and followed.

Act as liaison with client and other departmental stakeholders for communication of and preparation for peak and off- peak traffic flow (i.e. Holidays or special event days).

Prepare schedules and compile payroll data

Ensure labor and expenses are managed within budgetary guidelines.

Conduct operational inspections and take action to implement functional improvements.

Monitor traffic patterns and valet activity to prevent injuries and guest claims.

Promptly investigate claims, providing support whether denied or approved.

Investigate guest complaints and communicate resolution.

Ensure timely ordering and replacement of supplies, signage, and uniforms, as necessary.

Perform all valet-related tasks, as needed.

Essential Knowledge and Skills:

Ability to act independently and make accurate decisions in alignment with company leadership expectations.

High degree of ability controlling flows of traffic and valet lanes.

High degree of attention required in preventing injury to others and damaging to vehicles when operating vehicles to and from location.

Demonstrates exceptional service and interpersonal skills.

Ability to calculate and balance numbers rapidly and accurately.

Understand and respond appropriately to basic customer and employee inquiries.

Ability to analyze, troubleshoot and solve problems,

Must maintain confidentiality of patients, visitors, staff and guests.

Ability to operate equipment in assigned area.


Demonstrates knowledge and ability to interact with a database (MS Access),

Data Entry and meticulous record keeping

Proven ability to manage, train and develop a team.

Proven experience building and maintaining professional working relationships.

Proven background managing multi-task operations

Ability to implement policies and procedures.

Experience preparing and/or maintaining schedules and appropriate staffing levels.

Effective verbal and non-verbal communication skills.

Ability to work in an environment that is not necessarily protected from weather and temperature changes with exposure to hot, cold, wet, humid or windy weather conditions for long periods of time.

Education minimum: high school diploma or equivalent

Read, write and communicate using English language sufficient to perform job functions.

Applicants may be rejected if an interview or background check reveals that the applicant has been convicted of a felony or offense against property such as receipt of stolen property, larceny, embezzlement, burglary or similar convictions.

Must pass a pre-employment drug test.

Must provide proof of eligibility to work in the United States.

Must be 18 years of age and possess a valid driver's license with a MVR criteria meeting company guidelines, if required.

Ability to operate a standard and automatic transmission, if required.

Keywords: Confidential, Nashville , Guest Services Operations Manager, Executive , Nashville, Tennessee

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