PHO - Assistant Director of Front Office

Job Description

Job Description

About Company:

Hotel Phoenix rises at “Mile 0,” the historic terminus of the Western & Atlantic Railway and the very location of Atlanta’s founding. With its commanding presence at the gateway and centerpoint of Centennial Yards — one of the most ambitious new developments in Atlanta’s history — it signals a new era for a downtown that has long been neglected.

Hotel Phoenix is a bold, unapologetic statement of forward-looking confidence. It is the hotel Centennial Yards and downtown Atlanta deserves — a future-reaching hospitality experience inspired by the unique character, culture, and heritage of its location.

A standard-setting luxury hospitality experience, Hotel Phoenix is glamorous, world-class, and unmistakably of this place. It isn’t “Atlanta-themed;” it’s Atlanta revealed. True Southern hospitality without the clichés: anticipatory, proper, and delivered with warmth, charm, and sincerity.

About the Role:

The PHO - Assistant Director of Front Office plays a pivotal role in ensuring the seamless operation of the front office department within the hospitality environment. This position is responsible for supporting the Director of Front Office in managing daily activities, optimizing guest services, and maintaining high standards of customer satisfaction. The role involves coordinating front desk operations, supervising staff, and implementing policies that enhance operational efficiency and guest experience. The Assistant Director will also collaborate with other departments to ensure smooth communication and service delivery across the property. Ultimately, this position contributes significantly to the overall success and reputation of the accommodation facility by fostering a welcoming and professional atmosphere for all guests.

Minimum Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• Minimum of 3 years of experience in front office operations within the hospitality industry.
• Proven experience in a supervisory or assistant management role in a hotel or accommodation setting.
• Strong knowledge of front office software systems and property management systems (PMS).
• Excellent communication and interpersonal skills with a customer-focused approach.

Preferred Qualifications:

• Certification in Hospitality Management or related professional credentials.
• Experience working in a large-scale hotel or resort environment.
• Familiarity with revenue management and guest loyalty programs.
• Proficiency in multiple languages to support diverse guest populations.
• Advanced skills in data analysis and reporting tools.

Responsibilities:

• Assist in overseeing daily front office operations including guest check-in/check-out, reservations, and concierge services.
• Supervise, train, and motivate front office staff to deliver exceptional customer service and maintain operational standards.
• Manage guest relations by promptly addressing inquiries, concerns, and special requests to ensure guest satisfaction.
• Coordinate with housekeeping, maintenance, and other departments to ensure timely room availability and service quality.
• Monitor front office financial transactions, including billing and cash handling, ensuring accuracy and compliance with company policies.
• Implement and maintain front office procedures and standards in alignment with organizational goals.
• Prepare reports on front office performance metrics and assist in budgeting and forecasting activities.
• Support the Director of Front Office in strategic planning and execution of initiatives to improve guest experience and operational efficiency.

Skills:

The required skills are utilized daily to manage and optimize front office operations, ensuring that guest interactions are handled efficiently and professionally. Strong leadership and communication skills enable the Assistant Director to effectively supervise and develop front office staff, fostering a collaborative and service-oriented team environment. Proficiency with front office and property management software is essential for managing reservations, billing, and reporting tasks accurately. Customer service skills are critical for resolving guest issues promptly and maintaining high satisfaction levels. Preferred skills such as multilingual abilities and data analysis enhance the role by enabling better guest communication and informed decision-making to improve operational performance.