Front Desk Shift Manager - Crowne Plaza Atlanta Perimeter at Ravinia

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).

JOB OVERVIEW: 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.

DUTIES AND 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.

• Throughout shift 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. Key departmental contacts include Accounting, Revenue Management, Sales and Marketing, Catering, Food and Beverage, Housekeeping, and Maintenance.

• Interact with outside contacts:

o Guests – to ensure their total satisfaction

o Regulatory agencies – regarding safety and emergency matters

o Other contacts as needed (professional organizations, community groups, local media)

• May serve as “manager on duty” as required.

• Perform other duties as assigned including assisting staff with their job functions during peak periods.

ACCOUNTABILITY: This job is responsible for managing front desk operations for a p.m. and/or weekend shift at a large, fairly complex full-service hotel with an extensive range of facilities and services and may include a large number of Priority Club Accounts and VIP and key guests. Typically supervises a shift of front office employees.

QUALIFICATIONS AND 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. Other languages preferred.

This job requires ability to perform the following:

• 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

Other:

• 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.

• May be required to work nights, weekends, and/or holidays.

The hourly pay rate for this role is $23.50. We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401k, and many other benefits to eligible employees.

Join Crowne Plaza one of the largest and best loved premium hotel brands in the world. With more than 420 hotels in diverse locations globally Crowne Plaza is the perfect base to connect on business, pleasure or a blend of both. We've thoughtfully designed our spaces to encourage, support and celebrate great connections. We're also big on meetings and events, a trusted and valued partner for connecting both domestic and global groups alike.

Our branded service style 'Dare to Connect' is crafted for connection. Designed for humans not nameless guests or colleagues. Still professional but touches guests on an emotional level. Where colleagues take their initiative and use their personality because they make a crucial difference in the guest's experience. The role of every colleague at Crowne Plaza is to create memorable emotional connections and the job of every leader is to create an environment where that can happen.

Don't quite meet every single requirement, but still believe you'd be a great fit for the job? We'll never know unless you hit the 'Apply' button. Start your journey with us today.

Important information :

• The salary range listed is the lowest to highest pay scale we, in good faith, believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the pay range will be based on several factors, including relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, and business or organizational needs.

• No amount of pay is considered to be wages or compensation until it is earned, vested, and determinable. The amount and availability of any bonus, commission, or other form of compensation allocable to a particular employee remain in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

• If you require reasonable accommodation during the application process, please click here .

• IHG does not accept applications, inquiries, or unsolicited CVs/resumes from staffing or recruiting agencies. Please click here for our agency policy.

• If you are a resident of or applying to a job opening in the State of Washington, please click here to read about applicable benefits.

At IHG Hotels & Resorts, we are proud to be an equal opportunity employer. We firmly believe that all our colleagues deserve to be treated equally and have the same opportunities to develop and grow their skills within our business and provide equal employment opportunities to all applicants and colleagues without regard to an individual's, race, color, ethnicity, national origin, religion, sex, sexual orientation, gender identity or expression, age, disability, marital or familial status, veteran status or any other characteristic protected by law.