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
