Front Desk Shift Manager - Crowne Plaza Atlanta Perimeter at Ravinia

divh2Front Desk Manager/h2pResponsible for providing supportive functional assistance to Front Office as well as other departments; interacting with guests and other stakeholders within the property./ppAccountable 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)./ppJOB 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./ppDUTIES AND RESPONSIBILITIES:/pulliManage all aspects of front desk operations for assigned shift. Schedule employees to ensure proper coverage./liliMonitor 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./liliEnsure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions./liliEnsure 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./liliCommunicate and assist in achieving departmental guest satisfaction, revenue, and profit goals and objectives. Manage labor costs and expenses within budget./liliAssist in managing hotel revenue generation maximization through full utilization of company systems, business processes and specifications./liliEnsure procedures are followed for security of monies, credit and financial transactions, and guest security./liliThroughout 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./liliTrain appropriate staff on procedures for PBX to serve as a central communications point during emergency/crisis situations./liliPromote 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./liliInteract with outside contacts:/liulliGuests to ensure their total satisfaction/liliRegulatory agencies regarding safety and emergency matters/liliOther contacts as needed (professional organizations, community groups, local media)/li/ulliMay serve as manager on duty as required./liliPerform other duties as assigned including assisting staff with their job functions during peak periods./li/ulpACCOUNTABILITY: 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./ppQUALIFICATIONS AND REQUIREMENTS: Bachelors 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./ppThis job requires ability to perform the following:/pulliFrequently standing up behind the desk and front office areas/liliUse a keyboard to operate various property management and reservations systems, etc./liliCarrying, pushing, or lifting items weighing up to 50 pounds/liliHandling objects, products and computer equipment/li/ulpOther:/pulliCommunication 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./liliReading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training/liliMathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently./liliProblem solving, reasoning, motivating, organizational and training abilities are used often./liliMay be required to work nights, weekends, and/or holidays./li/ulpThe 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./p/div