The Innskeeper is the heart of the Germantown Inn - the consistent, trusted presence that guests experience throughout their stay. This role is responsible for creating a warm, seamless, and memorable inn experience from the moment a guest first reaches out to the moment they check out. The Innskeeper manages all day-to-day operations of the property, serves as the primary point of contact for guests on-site, and ensures that every detail - from a perfectly set breakfast to a freshly turned room - reflects the Hallson Hospitality standard.
GUEST EXPERIENCE & ARRIVAL
- Serve as the on-site point of contact for all Germantown Inn guests, providing attentive, personalized service throughout every stay.
- Greet guests warmly upon arrival and manage the check-in and check-out process, ensuring a smooth and welcoming experience from start to finish.
- Anticipate guest needs and proactively check in throughout their stay to confirm satisfaction and address any concerns before they escalate.
- Handle guest questions, requests, and complaints with professionalism and genuine care; own the resolution and make every effort to turn any negative experience around.
- Escalate situations to the Assistant General Manager when additional authority or support is needed, and follow through until the matter is fully resolved.
- Provide thoughtful local recommendations - dining, entertainment, transportation, and points of interest - to enhance each guest’s time in Nashville.
PRE-ARRIVAL COMMUNICATION & UPSELLING
- Initiate and manage all pre-arrival communication with incoming guests via phone and email, building excitement and setting accurate expectations for their stay.
- Confirm reservation details, communicate property amenities, and answer any pre-stay questions in a timely and friendly manner.
- Proactively present and upsell available guest enhancements during pre-arrival outreach and throughout the stay, including in-room experiences, add-on services, and curated local offerings.
- Ensure all add-on orders and special requests are fulfilled accurately and on time, coordinating with vendors or internal staff as needed.
FOOD & BEVERAGE SERVICE
Breakfast
- Set up, stock, and maintain the breakfast offering each morning to brand standards, ensuring it is ready on time and presented attractively for in-house guests.
- Monitor the breakfast area throughout service, replenishing items as needed and maintaining cleanliness throughout.
- Be available and attentive to guests during breakfast hours, creating a hospitable and relaxed morning atmosphere.
Afternoon Wine & Charcuterie Hour
- Set up the afternoon wine and charcuterie offering to brand standards, ensuring the presentation is polished, well-stocked, and ready on time.
- Remain present and attentive throughout service, engaging with guests and creating a welcoming, social atmosphere.
- Monitor and replenish wine, charcuterie, and accompaniments as needed throughout the hour.
- Break down and clean up the service area at the conclusion of each afternoon service, returning the space to proper order.
PROPERTY OPERATIONS & MAINTENANCE
Housekeeping Oversight
- Oversee the cleaning team’s progress during stays and on turnover days, confirming all rooms and common areas are completed to standard and on schedule.
- Conduct walkthroughs and quality assurance checks to verify cleanliness, presentation, and readiness before guests arrive or re-enter their rooms.
- Communicate any issues or discrepancies to the cleaning team and follow up to confirm resolution.
- Assist the cleaning team as needed with room cleaning, laundry, and turndown service to ensure timely and consistent property readiness.
- Maintain a clean, organized, and guest-ready lobby at all times, attending to the space throughout each shift.
Maintenance Reporting & Follow-Up
- Conduct regular property walkthroughs to identify maintenance needs, safety concerns, or items in need of repair.
- Log and report all maintenance issues to the appropriate team member promptly, providing clear and accurate descriptions to facilitate quick resolution.
- Follow up on all open maintenance items until fully addressed, keeping the Assistant General Manager informed of any outstanding or recurring issues.
ON-SITE EVENTS
- Serve as the on-site point of contact during events hosted at the Germantown Inn, ensuring guests and event attendees receive attentive, professional service.
- Coordinate with event organizers and internal staff in advance to understand setup requirements, guest flow, and any special needs.
- Monitor the property throughout the event to address any guest concerns, operational issues, or logistical needs in real time.
- Ensure the property is returned to proper order following each event.
QUALIFICATIONS & ATTRIBUTES
- Prior experience in hospitality, innkeeping, front desk, or a guest-facing role strongly preferred.
- Warm, personable, and genuinely passionate about creating exceptional guest experiences.
- Strong communicator - clear and professional via phone, email, and in person.
- Highly organized with the ability to manage multiple tasks simultaneously without losing attention to detail.
- Proactive and self-sufficient; comfortable taking ownership and making sound decisions independently.
- Calm and composed when handling escalated situations or upset guests.
- Reliable and flexible - understands that innkeeping requires availability beyond a standard schedule (including weekends)
- Familiarity with the Germantown neighborhood, Nashville’s dining scene, and local attractions is a strong plus.
PROFESSIONAL APPEARANCE
The Innskeeper is a visible representative of the Hallson Hospitality brand and is expected to maintain a polished, professional appearance at all times while on property. Business professional attire is required in accordance with the Hallson Hospitality Grooming Standards policy.
ADDITIONAL DUTIES
The Innskeeper may be asked to perform additional tasks as assigned by the leadership team. All such requests will fall within a reasonable scope of the role and reflect the needs of the property and guests.
Compensation & Benefits
- Paid time off, such as PTO, sick days, and vacation days
- Health insurance
- Dental insurance
- Vision insurance
- Short-term disability insurance
- 401(k) option
- Employee recognition programs
