Front Office Shift Manager - Crowne Plaza Atlanta Perimeter at Ravinia

IHG•Atlanta, GA

12h•Onsite

About The Position

Responsible for providing supportive functional assistance to Front Office as well as other departments; interacting with guests and other stakeholders within the property. Accountable for maintaining efficient and seamless operations in Front Office, as well as supporting other operational departments when necessary. Acting as Manager on Duty in the hotel during specific time periods (including late evening, night, and early morning). Manage the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition. Adhere to all brand standards and desk merchandising.

Requirements

Bachelor’s degree in Hotel Management, Business Administration or related field plus one or more years front office/guest services experience including supervisory experience, or an equivalent combination of education and experience.
Must speak fluent English.
Frequently standing up behind the desk and front office areas
Use a keyboard to operate various property management and reservations systems, etc.
Carrying, pushing, or lifting items weighing up to 50 pounds
Handling objects, products and computer equipment
Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with customers, employees and third parties that reflects highly on the hotel, the brand and the Company.
Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training
Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.
Problem solving, reasoning, motivating, organizational and training abilities are used often.

Nice To Haves

Other languages preferred.

Responsibilities

Manage all aspects of front desk operations for assigned shift.
Schedule employees to ensure proper coverage.
Monitor performance and recommend/initiate corrective and/or disciplinary action, or other staffing/human resources-related actions in according with company policies and procedures.
Alert management of potentially serious issues.
Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.
Ensure guests receive prompt, professional attention and are greeted upon arrival.
Respond appropriately to guest complaints.
Implement appropriate service recovery gestures in order to ensure total guest satisfaction.
Communicate to staff any VIP, Priority Club, or special needs or requests and follow up on execution.
Communicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives.
Manage labor costs and expenses within budget.
Assist in managing hotel revenue generation & maximization through full utilization of company systems, business processes and specifications.
Ensure procedures are followed for security of monies, credit and financial transactions, and guest security.
Conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company.
Correct any deficiencies.
Train appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations.
Promote teamwork and quality service through daily communication and coordination with other departments.
Interact with outside contacts: Guests, Regulatory agencies, and other contacts as needed.
May serve as “manager on duty” as required.
Perform other duties as assigned including assisting staff with their job functions during peak periods.