Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Office Manager for the Hamilton Hotel, a Curio Collection by Hilton in Alpharetta, Georgia.

Job Purpose:

As the Front Office Manager, you will embody the essence of bespoke hospitality, acting as the linchpin between our guests and the unparalleled service that The Hamilton Hotel offers. This role demands not only a deep commitment to the elegance and comfort of our guests but also a profound dedication to the standards and values upheld by Hilton and its Curio Collection.

Responsibilities:

• Lead and inspire a dedicated Guest Services team, ensuring their knowledge and service delivery aligns with the high standards of Curio and the personalized touch of the Hamilton. 
• Spearhead the recruitment, training and development of the Guest Services team, fostering an environment of excellence, hospitality and continuous improvement. This includes hiring the best talent, providing comprehensive training, coaching for excellence, creating effective schedules, and continuously developing the team’s capabilities.
• Drive Hilton Honors enrollments, educating guests on the benefits and ensuring seamless integration of loyalty rewards with their stay experiences.
• Drive guest satisfaction by creating and implementing on-brand guest engagements and activations, ensuring each guest’s experience is memorable and reflective of the Hamilton’s unique identity and the standards of the Curio Collection by Hilton.
• Address and resolve guest complaints with efficiency and grace, adhering to the "Make it Right" philosophy to ensure guest satisfaction and retention.
• Curate and manage the Hamilton's gift shop assortment, focusing on sourcing unique items wholesale from local small businesses, overseeing inventory, and evaluating sales to ensure our offerings resonate with the hotel's commitment to supporting our community and enhancing guest experience.
• Manage the hotel's room inventory with precision, ensuring the system's inventory is perfectly balanced, attentively considering each guest's requests during room assignments, and strategically focusing on incremental revenue opportunities by upselling guests to available premium accommodations.
• Conduct precise bi-monthly forecasting for the upcoming 90 days, meticulously predicting revenue from valet services, gift shop sales, and minor line items such as cancellation and damage fees to ensure strategic financial planning and resource allocation.
• Engage in meaningful conversations and written communications with guests and team members alike, offering guidance, answering inquiries, and providing clear instructions that reflect our brand's commitment to excellence.
• Lead and participate in meetings to share and gather essential information, fostering a culture of transparency and mutual respect within our team.

• Assists in check in/check out of guests or any related guest service activity.
• Perform other duties as requested. For example, special requests from guests.
• Participates in Manager on Duty program requiring working second shift, constant monitoring throughout the hotel.
• Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests.
• Train, direct the work of, resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation.
• Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Perform daily audits of all revenue and payment postings in the systems, ensuring accuracy and integrity in financial records to uphold the hotel's standards of accountability and excellence.
• Lead the valet team, ensuring their performance and appearance are in harmony with the hotel's commitment to providing an exceptional level of service, while fostering a cohesive relationship with third-party valet services to ensure they reflect the Hamilton's standard of guest care and satisfaction.
• Enhance concierge services by ensuring the team possesses extensive knowledge of the local area and hotel amenities, enabling them to offer personalized recommendations and exceptional experiences that resonate with guests' interests and expectations.
• Ensure VIP guests receive unparalleled attention and care from the moment of booking through their return home, orchestrating every detail of their experience to reflect the Hamilton's dedication to excellence and personalized service.
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the General Manager.
• Exhibit self-motivation and efficient time management, ensuring every moment is purposefully utilized towards enhancing guest satisfaction and operational excellence.
• Maintain open communication across all departments, ensuring vital information is both shared and received. Guarantee the guest services team crafts and disseminates daily pre-shift and post-shift reports to streamline operations and enhance the guest experience through informed and coordinated service delivery.
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.

Safety and Security Skills

• Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concerns
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
• Have complete knowledge of hotel rooms, function space, restaurant, other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
• Have full understanding of Hilton honors program
• Ensure all customers establish credit upon check-in. Improve timeliness of cash flow by adhering to all established credit and inventory control procedures.
• Verifies all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Report potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements:

• Proven track record in front office leadership within the lifestyle/luxury hotel sector, with a preference for experience within Hilton or Curio Collection properties.
• Demonstrated ability to lead by example, with a commitment to personal and professional integrity.

Why The Hamilton?

Joining our team means being part of a legacy of hospitality, within the framework of Hilton's renowned service standards. The Hamilton Hotel offers not just a career but a chance to make a difference in the lives of our guests, creating lasting memories and forging connections that last a lifetime.

Your role as Front Office Manager is more than a job—it's a stewardship of the rich history and luxury service that The Hamilton and the Curio Collection by Hilton are known for. We invite you to apply and bring your expertise to a team that values tradition, innovation, and, most importantly, our guests.

This job requires the ability to perform the following:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment

Other:

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture
• Medical/Dental/Vision
• Vacation & Holiday Pay
• Same-day pay available
• Employee Assistance Program
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• 401(k)
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Life insurance
• Parental leave
• Referral program