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Assistant Front Office Manager

Company

Loews Hotels & Co.
Address , Atlanta, 30309, Ga
Employment type FULL_TIME
Salary
Expires 2023-07-11
Posted at 11 months ago
Job Description
Situated in the epicenter of Midtown, Loews Atlanta Hotel is walking distance to some of the best attractions in the city. Welcome to Atlanta's Most Vibrant Neighborhood. With spectacular views, beautiful rooms and an ideal location – this property is a modern-age Southern charmer.
Responsible for coordinating the provision of world-class front desk services to hotel guests. Directs the exceptionally friendly, professional, and efficient welcome registration, rooming and account settlement for hotel guests. Ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Liases with Valet Parking provider to ensure smooth operation consistent with hotel standards. Trains, monitors and supervises the performance of all Guest Services employees.
Job Specifics
  • Coordinates and oversees group remote check-ins
  • Monitors cashier accuracy and over and short data, taking action and providing additional training as necessary
  • Assists in ensuring accurate communication of information to guests regarding all hotel facilities and operating hours
  • Ensures the clean and excellent condition of front drive, lobby and Front Desk area
  • Familiar with and able to troubleshoot problems with following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, PMS interface control
  • Assists with the development and management of repeat guest and VIP service programs
  • Other duties as assigned
  • Monitors hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts
  • Attends appropriate meetings and seminars
  • Assists in establishing and ensuring adherence to all Loews Hotels Star Service Standards
  • Assists in ensuring optimal communication and exchange of information with Concierge
  • Monitors the occupancy status of all due-out rooms
  • Oversees the pre-blocking of rooms for VIP’s and guests with special requests
  • Maintains inventories of office supplies
  • Assists with the coordination of the exceptionally friendly, professional and seamless reception, registration, rooming and account settlement for all hotel guests
  • Assists with the development and updating of guest rooming procedures
  • Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns
  • Reviews/maintains daily payroll reports/records, maintaining labor costs within forecasted budgetary guidelines
  • Assists with the coordination of all aspects of curbside check-in
  • Provides training for all Guest Services employees
  • Works with Conference Managers and Sales Managers to satisfy all special group requests
  • Ensures the satisfaction of all guest requests and the resolution of all complaints received by the Guest Services Team
  • Pre-registers special guests and maintains up-to-date system status
  • Coordinates hotel participation in Loews First and other corporate marketing programs
  • Interacts frequently with guests to ensure total satisfaction with hotel services
  • Works closely with the VIP Services Manager to coordinate VIP arrivals/departures
  • Maintains accurate records detailing hourly house counts
  • Ensures adequate training of all Guest Services staff to take after-hours reservation calls
  • Assists in ensuring the provision of all appropriate information and collateral materials to package guests
  • Ensures adherence to all hotel cashier and credit policies
  • Assists in recruiting and interviewing all Guest Services staff
  • Evaluates individual employee performance, determining improvement and training needs and advancement requirements
  • Reviews Group Resumes and Billing Profile information, ensuring communication of all necessary information to Guest Services personnel
General
  • Executes emergency procedures in accordance with hotel standards
  • Is polite, friendly, and helpful to guests, management and fellow employees
  • Attends appropriate hotel meetings and training sessions
  • Promotes and applies teamwork skills at all times
  • Complies with hotel standards, policies and rules
  • Complies with hotel uniform and grooming standards
  • Remains current with hotel information and changes
  • Maintains cleanliness and excellent condition of equipment and work area
  • Recycles whenever possible
  • Complies with required safety regulations and procedures
  • Notifies appropriate individual promptly and fully of problems and/or unusual matters of significance
Qualifications
  • Excellent guest service skills
  • Minimum five years hotel operations management experience
  • Extensive knowledge of all hotel departments. Excellent communication skills – oral and written
  • Knowledge of computer programs used in property management
  • Bachelor Degree in Hospitality Management or related field or equivalent experience
  • Ability to work flexible schedule to include weekends and holidays
  • Strong leadership skills