Assistant Front Office Manager

Loews - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Accommodation

About the position

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. The position is responsible for coordinating the provision of world-class front desk services to hotel guests. This includes directing the exceptionally friendly, professional, and efficient welcome registration, rooming, and account settlement for hotel guests. The role ensures prompt and complete satisfaction of guest requests and professional and timely resolution of guest complaints. Additionally, the position maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. The individual will liaise with the Valet Parking provider to ensure smooth operation consistent with hotel standards and will train, monitor, and supervise the performance of all Guest Services employees. The job specifics include assisting with the coordination of all aspects of curbside check-in, ensuring the satisfaction of all guest requests, and the resolution of all complaints received by the Guest Services Team. The role also involves assisting with the development and updating of guest rooming procedures, managing repeat guest and VIP service programs, and ensuring adherence to all hotel cashier and credit policies. The individual will monitor cashier accuracy and over and short data, taking action and providing additional training as necessary. Furthermore, the position requires monitoring the hotel Credit Limit Report on a daily basis, ensuring timely payments on accounts, and establishing adherence to all Loews Hotels Star Service Standards. The successful candidate will evaluate changes in guest needs, the hotel's guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns. The role requires close collaboration with the VIP Services Manager to coordinate VIP arrivals and departures, frequent interaction with guests to ensure total satisfaction with hotel services, and involvement in recruiting and interviewing all Guest Services staff. Training for all Guest Services employees is also a key responsibility, ensuring adequate training of staff to take after-hours reservation calls, and evaluating individual employee performance to determine improvement and training needs.

Responsibilities

• Coordinate the provision of front desk services to hotel guests.
• Direct the welcome registration, rooming, and account settlement for hotel guests.
• Ensure prompt satisfaction of guest requests and resolution of complaints.
• Maintain accurate occupancy data and assist in maximizing daily rooms revenue.
• Liaise with Valet Parking provider for smooth operations.
• Train, monitor, and supervise Guest Services employees.
• Assist with curbside check-in coordination.
• Develop and update guest rooming procedures.
• Manage repeat guest and VIP service programs.
• Ensure adherence to hotel cashier and credit policies.
• Monitor cashier accuracy and take action as necessary.
• Review hotel Credit Limit Report daily for timely payments.
• Establish adherence to Loews Hotels Star Service Standards.
• Evaluate changes in guest needs and recommend operational changes.
• Coordinate VIP arrivals and departures with the VIP Services Manager.
• Interact frequently with guests to ensure satisfaction.
• Assist in recruiting and interviewing Guest Services staff.
• Provide training for all Guest Services employees.
• Evaluate employee performance and determine training needs.
• Troubleshoot problems with hotel systems like key encoding and PMS interface control.
• Review daily payroll reports and maintain labor costs within budget.
• Coordinate hotel participation in corporate marketing programs.
• Monitor occupancy status of due-out rooms.
• Maintain accurate records of hourly house counts.
• Review Group Resumes and ensure communication to Guest Services personnel.
• Oversee pre-blocking of rooms for VIPs and special requests.
• Work with Conference Managers to satisfy group requests.
• Pre-register special guests and maintain system status.
• Ensure provision of information and collateral materials to guests.
• Ensure optimal communication with Concierge and accurate information to guests.
• Coordinate group remote check-ins.
• Ensure cleanliness of front drive, lobby, and Front Desk area.
• Attend meetings and seminars as required.

Requirements

• Bachelor Degree in Hospitality Management or related field or equivalent experience.
• Minimum of two years of hotel operations experience, preferably in a Front Office role in a luxury hotel.
• 1+ year of Supervisory or Management experience in a hotel operation is preferred.
• Extensive knowledge of all hotel departments.
• Excellent communication skills - oral and written.
• Excellent guest service skills.
• Strong leadership skills.
• Knowledge of computer programs used in property management.
• Ability to work flexible schedule to include weekends and holidays.

Nice-to-haves

• Experience in luxury hotel environments.
• Familiarity with hotel marketing programs.
• Proficiency in multiple languages.

Benefits

• Paid parental leave
• 401K matching
• Travel benefits
• Opportunities for ongoing learning and development.