Front Office Operations Supervisor

2 weeks ago

Atlanta, Georgia, United States Loews Hotels Full time

Located in the heart of Midtown, Loews Atlanta Hotel offers guests easy access to some of the city's finest attractions. This property is a modern Southern gem, featuring stunning views and beautifully appointed rooms.

As the Front Office Operations Supervisor, you will be responsible for overseeing the delivery of exceptional front desk services to our guests. You will lead a team dedicated to providing a warm, professional, and efficient welcome, ensuring a seamless registration, room assignment, and account settlement process. Your role will also involve addressing guest requests promptly and resolving any complaints with professionalism and care. You will maintain accurate occupancy records and contribute to maximizing daily room revenue through effective yield management strategies. Collaboration with the Valet Parking provider will be essential to ensure smooth operations in line with hotel standards. Additionally, you will train, monitor, and supervise the performance of all Guest Services staff.

Key Responsibilities

  • Assist in coordinating all aspects of curbside check-in.
  • Support the delivery of friendly, professional, and efficient reception, registration, rooming, and account settlement for all guests.
  • Ensure guest satisfaction by addressing requests and resolving complaints received by the Guest Services Team.
  • Help develop and update guest rooming procedures.
  • Contribute to the management of repeat guest and VIP service programs.
  • Ensure compliance with all hotel cashier and credit policies.
  • Monitor cashier accuracy and manage discrepancies, providing additional training as needed.
  • Review the hotel Credit Limit Report daily to ensure timely payments on accounts.
  • Assist in establishing and maintaining adherence to Loews Hotels Star Service Standards.
  • Evaluate changes in guest needs and industry trends to recommend operational improvements for guest and employee satisfaction.
  • Work closely with the VIP Services Manager to coordinate VIP arrivals and departures.
  • Engage frequently with guests to ensure their total satisfaction with hotel services.
  • Assist in recruiting and interviewing Guest Services staff.
  • Provide training for all Guest Services employees.
  • Ensure adequate training for staff to handle after-hours reservation calls.
  • Assess individual employee performance and identify training needs.
  • Familiarize yourself with and troubleshoot issues related to key encoding, call accounting, in-room entertainment, and PMS interface control.
  • Maintain daily payroll reports and records, ensuring labor costs align with budgetary guidelines.
  • Coordinate hotel participation in corporate marketing programs.
  • Monitor the occupancy status of all due-out rooms.
  • Maintain accurate records of hourly house counts.
  • Review Group Resumes and Billing Profile information, ensuring effective communication with Guest Services personnel.
  • Oversee the pre-blocking of rooms for VIPs and guests with special requests.
  • Collaborate with Conference Managers and Sales Managers to fulfill special group requests.
  • Pre-register special guests and maintain up-to-date system status.
  • Assist in providing appropriate information and materials to package guests.
  • Ensure optimal communication with the Concierge team.
  • Communicate hotel facilities and operating hours accurately to guests.
  • Coordinate and oversee group remote check-ins.
  • Maintain cleanliness and excellent condition of the front drive, lobby, and Front Desk area.
  • Participate in relevant meetings and seminars.
  • Manage inventories of office supplies.
  • Perform other duties as assigned.
General Expectations
  • Promote teamwork and collaboration at all times.
  • Notify appropriate individuals promptly of any significant issues.
  • Maintain a polite, friendly, and helpful demeanor towards guests and colleagues.
  • Execute emergency procedures according to hotel standards.
  • Comply with safety regulations and procedures.
  • Attend relevant hotel meetings and training sessions.
  • Maintain cleanliness and excellent condition of work areas and equipment.
  • Adhere to hotel standards, policies, and rules.
  • Practice recycling whenever possible.
  • Stay informed about hotel information and changes.
  • Follow hotel uniform and grooming standards.
Qualifications
  • Bachelor's Degree in Hospitality Management or a related field, or equivalent experience.
  • A minimum of five years of hotel operations management experience.
  • Extensive knowledge of all hotel departments and excellent communication skills, both oral and written.
  • Exceptional guest service skills.
  • Strong leadership abilities.
  • Familiarity with property management computer programs.
  • Willingness to work a flexible schedule, including weekends and holidays.

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