Innskeeper

About the role

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.

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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

Requirements

• Prior experience in