Concierge & Guest Services Specialist

Position Summary: 

We are seeking an individual with a natural passion for delivering exceptional guest service and providing luxury hospitality to our high-end clientele in the role of Concierge.

This position requires excellent communication skills, both written and verbal, as you will be engaging with guests via email and phone before their stay to assist with travel plans and answer any questions. Additionally, you will welcome guests upon arrival, provide tours of the condos, and offer any necessary assistance throughout their stay.

The main responsibility of the Concierge will be to serve short-term rental guests at multiple luxury condos in downtown Nashville. In addition, the Concierge will assist the Hallson team in providing exceptional guest service across our other properties throughout the city.

As the manager on duty during weekends, the Concierge will be responsible for handling escalated guest concerns, often de-escalating situations over the phone.

Other responsibilities may include tasks such as:

• Picking up and delivering amenities
• Setting up surprise & delights for incoming guests
• Assisting with additional guest requests and ensuring a memorable stay

This role is essential in maintaining a high standard of hospitality across our properties. The Concierge will also represent Hallson Hospitality by building partnerships throughout the city to enhance the guest experience. Staying informed about local events and attractions will be key, as the Concierge will provide personalized recommendations for restaurants, shops, and other local experiences to our guests.

If you're guest-service oriented and eager to gain experience in the short-term vacation rental industry, this is the perfect position for you.

Responsibilities: 

• Provide clear and effective verbal and written communication throughout the guest experience, from booking to checkout.
• Assist in planning guest itineraries, including personalized recommendations for dining, transportation, and activities.
• Conduct in-person tours for guests upon arrival.
• Set up surprise and delight experiences for guests celebrating special occasions, such as bachelorette parties, birthdays, and more.
• Collaborate with the guest services and operations teams to ensure guest issues are addressed and resolved promptly.
• De-escalate guest concerns both in person and over the phone by showing empathy and assuring them that their issues will be resolved.
• Support the leadership team on weekends to ensure escalations are promptly followed up on and resolved.
• Navigate property management systems to assign tasks, generate guest reports, and maintain communication with guests.
• Deliver items to properties throughout Nashville and assist with any tasks as assigned by the leadership team.

Qualifications: 

• Strong verbal and written guest service skills
• Must reside in Nashville, as this is an in-person position
• Maintain a business casual appearance
• Excellent organizational skills
• In-depth knowledge of Nashville, including bars, restaurants, and local attractions
• Ability to work a flexible schedule, with availability on weekends (this position will be Wednesday through Sunday)
• Must have a valid driver’s license and reliable transportation
• Ability to navigate company communication tools, including Slack, Breezeway, and Hostai
• Possession of appropriate documentation, including a valid social security number
• Willingness to undergo background checks and other screenings as required by regulations