Front Office Manager

6 days ago

Alpharetta, United States The Hotel at Avalon and Alpharetta Full time

About Us:
The Hotel at Avalon and Alpharetta is a premier resort destination that embodies the essence of luxury and relaxation. Our mission is to provide an unparalleled guest experience, where every moment is a testament to the art of living well.

We offer a comprehensive benefits package that includes medical, dental, and vision insurance, as well as a 401(k) savings plan with matching funds. Our associates also enjoy free lunch or dinner during their shift in our Associate Cafe, free gated on-site parking, provided uniforms, and discounted dry cleaning rates on-site. In addition, we provide pet insurance through the ASPCA and offer a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans.

We value diversity and inclusion, and we encourage women and people of color to apply, even if they don't meet every single qualification. We believe that everyone deserves a chance to thrive in a dynamic and inclusive work environment.

We are committed to providing a safe and respectful workplace, and we invite all qualified military candidates to apply.

Job Summary:
We are seeking a highly skilled and experienced Front Office Manager to join our team. The successful candidate will be responsible for ensuring that our guest service standards are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.

Key Responsibilities:

  • Guest Registration and Checkout: Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
  • Implement Company Programs: Implement company and franchise programs to drive revenue growth and improve guest satisfaction.
  • Forecasting and Reporting: Prepare forecasts and reports and assist in the development of the room's budget.
  • Front Office Systems and Equipment: Monitor and maintain the front office systems and equipment to ensure their optimum performance.
  • Guest Satisfaction: Track guest satisfaction surveys and maximize usage of the guest response tracking system.
  • Expense Management: Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
  • Staff Management: Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
  • Communication: Communicate both verbally and in writing to provide clear direction to staff.
  • Customer Service: Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
  • Compliance: Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
  • Departmental Coordination: Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Room Inventory: Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
  • Customer Complaints: Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
  • Sales Strategies: Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
  • Attendance: Regular attendance in conformance with the standards is essential to the successful performance of this position.
  • Other Duties: Perform any other job-related duties as assigned.

Qualifications:
  • Experience: Minimum of 2 years Front Desk experience, preferably in a leadership role.
  • Education: High School Diploma or equivalent required, Bachelor's degree preferred.
  • Skills: Proficient with PMS system. Advanced knowledge of brand's reward program. Able to handle cash and credit transactions. Computer literacy and financial management a must.
  • Interpersonal Skills: Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • Knowledge: General knowledge of local area attractions and transportation. Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
  • Working Knowledge: Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
  • Communication Skills: Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public, etc.

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