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)