Legacy Ventures Hospitality Conyers, GA, USA
Feb 25, 2020Full time
Seeking a dynamic and experienced Front Office Manager, but not for your typical Hilton Garden Inn! This 242-room HGI Atlanta Downtown is distinctly different, offering the traditional customer-focused elements of the HGI brand along with full-service capabilities and staffing models. The HGI Atlanta Downtown is located in the vibrant Centennial Park District and benefits from many demand drivers - conventions, sports, music and landmark attractions - along with a host of nearby restaurants and event spaces. A uniquely positioned hotel, the HGI complex offers a wide range of outlets including Legal Sea Foods, Johnny Rockets, GameX, a cigar shop and even Atlanta's premier rooftop event space, Ventanas, with its own helipad. Summary : Manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Essential Duties and Responsibilities : include the following. Other duties may be assigned by supervisor as needed. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate. Implement company and franchise programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers. Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service. 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. Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues. Self-starting personality with an even disposition to effectively communicate with guests, team members and community. Professional high standards for personal appearance and grooming, which include appropriate attire and name got according to brand standard. Monitor and maintain the Front Office systems and equipment to ensure their optimum performance. Be familiar with and adhere to Legacy Ventures Service standards as outlined in the Blueprint and other policies / rules of conduct, to include personal appearance / grooming, attendance and safe / efficient operations. Comply with attendance rules and be available to work on a regular basis. Perform any other job related duties as assigned. Qualification Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have a flexible schedule and ability to work days, evenings or nights any day of the week, including weekends and holidays. Must have exceptional customer service skills Demonstrated ability to perform multiple tasks in a busy environment and remain flexible Ability to work well in a team environment Must have a self-starting personality with an even disposition to effectively communicate with guests and staff. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must possess thorough knowledge of all guest services department operations, and individual job requirements. Possess excellent written, verbal, and organizational skills. Computer literacy and financial management a must. Ability to resolve guest, supervisor and employee conflicts. Education and/or Experience: College degree preferred. High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience. Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other associates of the organization. Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Reasoning Ability: Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. Physical Demands: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.