Front Office Mgr

TPG Hotels & Resorts•Atlanta, GA

About The Position

The Front Office Manager for the Kimpton Overland Hotel oversees front desk and guest services operations to deliver exceptional guest experiences. The role leads the front desk team, manages guest relations, reservations and room allocation, and supports smooth hotel operations through collaboration with other departments. The manager also assists with front office budgeting and forecasting, monitors expenses, contributes to revenue generation, and reports on front desk activities, occupancy, and guest feedback.

Requirements

Proven experience in hotel front office operations or guest services.
Strong leadership and interpersonal skills.
Excellent communication and problem-solving abilities.
Proficiency in hotel management software and computer systems.
Ability to remain composed in high-pressure situations.
Knowledge of local attractions and services to assist guests effectively.
Ability to meet the physical demands of the role, including extended standing and walking, climbing, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 lbs.

Nice To Haves

Bachelor's degree in hospitality management or a related field is preferred.
Experience with PMS is highly preferred.

Responsibilities

Lead, train, and manage front desk staff; set performance goals and conduct regular evaluations.
Ensure the front desk team maintains a welcoming and professional demeanor.
Greet guests; handle check-in and check-out procedures and special requests.
Resolve guest issues, complaints, and concerns promptly and satisfactorily.
Provide personalized and attentive service to maintain guest satisfaction.
Manage room reservations accurately and in accordance with guest preferences.
Coordinate with housekeeping to ensure rooms are prepared on time for arriving guests.
Oversee room allocation to maximize occupancy and revenue.
Ensure smooth check-in and check-out, including processing payments and maintaining accurate guest information.
Maintain knowledge of hotel services, facilities, and local attractions to assist guests.
Monitor daily front desk tasks, including correspondence, phone inquiries, and guest requests.
Assist with front office budgeting and financial forecasting.
Monitor and control expenses related to staffing, supplies, and equipment maintenance.
Contribute to revenue generation by upselling rooms and promoting hotel amenities.
Coordinate with housekeeping, engineering, and other departments to support seamless operations.
Communicate with management about operational issues and proposed improvements.
Prepare regular reports on front desk activities, occupancy rates, and guest feedback.