Assistant Front Office Manager (OEM)

About Us Join Team Whitley! Located right in the heart of Buckhead with convenient access to the highway and two Marta Train stations, the Whitley has an awe-inspiring view of the city skyline. Gathering together was Buckhead’s original purpose, and this remains a focus of our hotel so that we are able to provide a home away from home for our guests. Our associates have access to many benefits such as free parking, discounted train passes, complimentary meals and discounted spa services. In addition to all of this, we invest in our associates by providing cross-training, promotional opportunities and tuition reimbursement. Looking to grow your career with the leading luxury hotel in the area? Come in to see us today! Compensation Compensation Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No Overview Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and all other guest contact are conducted in an efficient and friendly manner. Essential Duties and Responsibilities Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied. Implement company and franchise programs. Prepare forecasts and reports and assist in the development of the Rooms Division budget. Monitor and maintain the front office systems and equipment to ensure their optimum performance. Track guest satisfaction surveys and maximize usage of the guest response tracking system. Provide training for entry level associates and supervisors. Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs. Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals. Communicate both verbally and in writing to provide clear direction to staff. Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied. Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. Maintain all front desk related equipment and a par stock of supplies. Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues. Comply with attendance rules and be available to work on a regular basis. Perform any other job-related duties as assigned. Qualifications and Skills Education and Experience: Minimum 1 year of front desk experience. High School diploma or equivalent required. Hotel experience preferred. Knowledge, Skills and Abilities Proficient with PMS system and computer literacy a must. Advanced knowledge of brand’s reward program. Able to handle cash and credit transactions. Maintain a professional appearance and manner at all times. Must possess thorough knowledge of all front office operations and individual job requirements. Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts. Able to manage multiple tasks at all times and have excellent organizational skills. General knowledge of local area attractions and transportation. Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation. Able to observe and detect signs of emergency situations. Able to establish and maintain effective working relationships with associates and customers. Able to remain calm and alert during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc. Benefits Benefits HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them. Recognizing that our success starts and ends with our associates under our pioneering culture of HEI Loves, we invest in and develop the most passionate and talented people in our industry. We show our “love” to our associates by providing market-leading compensation packages, generous PTO and flex-time initiatives, outstanding career development and advancement opportunities, and job-appropriate assets and resources. We’re always looking for associates who share our passion for hospitality. With a variety of world-class brands in our portfolio, hotel locations throughout the United States, and an unparalleled suite of tools, technology, and training, we’re able to provide our associates with a truly unique opportunity to grow and build their future. Find the career that aligns with your goals by beginning your online search today. #J-18808-Ljbffr The Whitley Hotel