Location: Atlanta, GAJob Id: 727# of Openings: 1Job 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-taskerAbility to maintain established operational standardsMaximize profitability and ensure high guest and employee satisfaction and retentionSupervise the Front Desk staffExperience in Accounts Payable, Accounts Receivable, and PayrollCapable of performing MOD duties supervising the entire hotel in the absence of the Front Office ManagerResponsibilities/Duties: Manage room inventory and availability for future dates, as well as, on the day of arrivalEnsure a warm and genuine arrival and departure experience to all guests through training and direct guidance of the Front Office TeamRemain informed about groups, LNRs, rates, promotional programs, special benefit cards, and Best Western updates and programsCoordinate with Sales Manager to ensure VIP guestrooms are appropriately blocked, as well as repeat guestsMaintain 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 qualityManage and motivate all Front Office Agents with daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure service and productivity levelsManage departmental resources so as to achieve acceptable levels on labor standards performanceProvide clear direction in advising and instructing Front Office Agents in details of workNurture a positive and productive work culture and environmentEnsure the efficient and effective overall operation and collaboration of the Front Desk and its Rooms Division partners; Engineering, and HousekeepingMaintain procedures for security of monies, guest security and emergency proceduresReceive and resolve all guest complaints in a timely manner and within the guidelines of the companyImplement Corporate and Brand marketing programs as necessaryOrganize, conduct and/or attend meetings to obtain and disseminate pertinent informationPerform room inspections as/when neededAssist in check in/check out of guests or any related guest service activityAct as a Manager on DutyProvide support to the General Manager by operating the Front Office properly, efficiently and with profitabilityMaintain and direct follow-up of guest complaints to the Front Office Manager as neededContact guests for follow-up on Medallia and Social Media responsesAssist the FOM with administrative work and email correspondence as neededQualifications: Energetic, proactive, takes calculated risks, and perseveres to attain goalsPossess a basic knowledge of hotels and an advanced knowledge of customer serviceSkilled at establishing effective relationships with customers and internal partners; promoting openness, trust and confidence in one's intentionsRequires effective reading, writing and oral comprehensionService orientationKnowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfactionExcellent verbal and written communication skills and organizational skills are very importantMust 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 situationsMust be proficient in general computer knowledge and able to train and monitor the process of sending referrals, setting traces and profiling accountsStrong understanding of customer and market dynamics and requirementsHigh school or equivalent (Preferred) education1 year of Front Desk experience (Preferred)#J-18808-Ljbffr
