Assistant Front Office Manager

Job Description:

Assistant Front Office Manager

Location:

Renaissance Concourse Atlanta Airport Hotel: 1 Hartsfield Centre Pkwy Atlanta, GA 30354

Skills:

* Excellent problem solver and effective multi-tasker

* Ability to maintain established operational standards

* Maximize profitability and ensure high guest and employee satisfaction and retention

* Supervise the Front Desk staff

* Experience in Accounts Payable, Accounts Receivable, and Payroll

* Capable of performing MOD duties supervising the entire hotel in the absence of the Front Office Manager

Responsibilities/Duties:

* Manage room inventory and availability for future dates, as well as, on the day of arrival

* Ensure a warm and genuine arrival and departure experience to all guests through training and direct guidance of the Front Office Team

* Remain informed about groups, LNRs, rates, promotional programs, special benefit cards, and Best Western updates and programs

* Coordinate with Sales Manager to ensure VIP guestrooms are appropriately blocked, as well as repeat guests

* Maintain high standards of guest service and continuously seek to increase level of guest satisfaction by delivery of an improved product through employee development, training and focus on quality

* Manage and motivate all Front Office Agents with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure service and productivity levels

* Manage departmental resources so as to achieve acceptable levels on labor standards performance

* Provide clear direction in advising and instructing Front Office Agents in details of work

* Nurture a positive and productive work culture and environment

* Ensure the efficient and effective overall operation and collaboration of the Front Desk and its Rooms Division partners;
Engineering, and Housekeeping

* Maintain procedures for security of monies, guest security and emergency procedures

* Receive and resolve all guest complaints in a timely manner and within the guidelines of the company

* Implement Corporate and Brand marketing programs as necessary

* Organize, conduct and/or attend meetings to obtain and disseminate pertinent information

* Perform room inspections as/when needed

* Assist in check in/check out of guests or any related guest service activity

* Act as a Manager on Duty

* Provide support to the General Manager by operating the Front Office properly, efficiently and with profitability

* Maintain and direct follow-up of guest complaints to the Front Office Manager as needed

* Contact guests for follow-up on Medallia and Social Media responses

* Assist the FOM with administrative work and email correspondence as needed

Qualifications:

* Energetic, proactive, takes calculated risks, and perseveres to attain goals

* Possess a basic knowledge of hotels and an advanced knowledge of customer service

* Excellent communication skills

* Skilled at establishing effective relationships with customers and internal partners; promoting openness, trust and confidence in one's intentions

* Requires effective reading, writing and oral comprehension

* Service orientation

* Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction

* Excellent verbal and written communication skills and organizational skills are very important

* Must be able to think clearly, analyze and resolve problems, while exercising good judgment. You must also be able to remain calm and courteous in demanding situations

* Must be proficient in general computer knowledge and able to train and monitor the process of sending referrals, setting traces and profiling accounts

* Strong understanding of customer and market dynamics and requirements

* High school or equivalent (Preferred) education

* 1 year of Front Desk experience (Preferred)

* 1 year of Hotel experience (Required)

E.O.E