Assistant Front Office Manager

HEI Hotels & Resorts; Atlanta (GA); On-site; USD 40,000 - 55,000; Full time

Job summary

A leading hotel in Atlanta seeks a Front Office Manager to oversee operations, enhance guest satisfaction, and manage staff. The role requires strong organizational and communication skills, with a focus on maintaining high service quality and compliance with standards. Join a diverse team that values military experience and offers comprehensive benefits.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with matching

Hotel Discounts

Qualifications

• Minimum 1 year of front desk experience.
• Hotel experience preferred.

Responsibilities

• Ensure efficient guest registration, checkout, and service.
• Monitor front office systems and equipment performance.
• Train and develop staff, ensuring high service quality.

Skills

Customer Service

Organizational Skills

Communication

Education

High School diploma or equivalent

Tools

PMS systems

Job description

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About Us

Courtland Grand Hotel is located in the heart of Atlanta's downtown business district. We are minutes from many of the city’s largest event venues that host major conventions such as Mercedes Benz Stadium, Georgia World Congress Center, and State Farm Arena, just to name a few. At Courtland Grand Hotel, we foster a family environment and embrace the diversity and cultures represented by our associates with our own Community Wall that celebrates the cultures our associates proudly represent. We show appreciation to our associates through our HEI Loves initiatives with recognition and reward programs, birthday and anniversary celebrations, annual parties, and monthly informational events to keep our team updated and informed. We offer a comprehensive benefits package including Medical, Dental, Vision, 401k, Life Insurance, Employee Assistance Program, Discounted Room Rate, Parental Leave, Daily Pay Program, free parking, and more.

Don't meet every single requirement of this job? At HEI, we are dedicated to building a diverse and inclusive workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification, we encourage you to still apply. You may be the perfect candidate for this or other roles within our organization! We value U.S. military experience and invite all qualified military candidates to apply.

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 guest interactions during arrival, departure, and throughout their stay are conducted efficiently and courteously.

Essential Duties and Responsibilities

1. Ensure efficient guest registration, checkout, guest service, and telephone service, applying all brand standards.
2. Implement company and franchise programs.
3. Prepare forecasts and reports; assist in developing the Rooms Division budget.
4. Monitor and maintain front office systems and equipment for optimal performance.
5. Track guest satisfaction surveys and maximize the use of the guest response tracking system.
6. Provide training for entry-level associates and supervisors.
7. Develop and implement controls for expense management.
8. Utilize labor management tools to schedule staff and control labor costs.
9. Interview, hire, train, develop staff, resolve issues, communicate openly, and recommend disciplinary actions when necessary. Ensure timely performance appraisals.
10. Communicate clearly both verbally and in writing to staff.
11. Interact positively with customers, resolve problems, and maintain high customer satisfaction and service quality.
12. Ensure compliance with front office, guest service, and PBX standard operating procedures and policies. Maintain consistent application of all Front Office Quality Standards.
13. Coordinate activities with other hotel departments to enhance communication and guest satisfaction.
14. Assist in maintaining optimal room inventory levels to maximize revenue while meeting guest expectations.
15. Maintain all front desk equipment and supplies.
16. Resolve customer complaints proactively, review operational issues, and monitor business flow to ensure high service quality.
17. Develop strong relationships with the sales team to improve occupancy and revenue through sales strategies.
18. Adhere to attendance policies and be available to work as scheduled.
19. Perform other 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 systems and computer literacy.
• Advanced knowledge of the brand’s reward program.
• Ability to handle cash and credit transactions.
• Maintain a professional appearance and manner.
• Thorough knowledge of front office operations and individual job requirements.
• Effective in dealing with internal and external customers, demonstrating patience, tact, and diplomacy.
• Excellent organizational skills and ability to manage multiple tasks.
• Knowledge of local area attractions and transportation.
• Ability to stand for 4+ hours with or without accommodations.
• Ability to recognize emergency situations and respond appropriately.
• Establish and maintain effective working relationships.
• Remain calm and alert during emergencies or busy periods, serving as a role model.
• Excellent verbal and written communication skills, adaptable to different audiences.

Compensation

Tips/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Benefits

HEI Hotels and Resorts offers a comprehensive benefits program including Medical, Dental, Vision, Vacation, Sick, Holiday, pet insurance, 401(k) with matching, and hotel discounts. Specific benefits vary by location and employment status.

HEI is an equal opportunity employer, evaluating applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other protected characteristics.