Front Office Leader: Guest Experience & Operations

HEI Hotels & Resorts; Atlanta (GA); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Medical and Dental programs

Vision insurance

Vacation and Holidays

Pet insurance

Life insurance

401(k) matching

Employee discounts

Job summary

The Westin Buckhead Atlanta, part of HEI Hotels & Resorts, seeks a Front Desk Supervisor to ensure smooth arrival and departure experiences, deliver outstanding guest service, and supervise front desk team performance.

You will monitor guest satisfaction, manage phone and check-in procedures, and collaborate with other departments to maximize occupancy and revenue while upholding brand standards.

Qualifications

• Minimum of 2 years Front Desk experience, preferably in leadership role.
• Proficient with PMS system.
• Advanced knowledge of brand's reward program.
• Able to handle cash and credit transactions.
• Computer literacy and financial management a must.
• Able to effectively deal with internal and external customers.
• Knowledge of local area attractions and transportation.

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 room's 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.
• 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.
• 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.
• Coordinate activities with other hotel departments to facilitate communication and guest satisfaction.
• Assist in daily maintenance of room inventory status to achieve optimal revenues while maintaining guest expectations.
• Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints and operations.
• Develop relations with the sales team to improve occupancy levels and revenues.
• Regular attendance is essential. Comply with attendance rules.
• Perform any other job-related duties as assigned.

Skills

Front Desk Experience

PMS System

Cash Handling

Customer Service

Financial Management

Emergency Response

Communication Skills

Local Attractions Knowledge

Policy Adherence

Tools

PMS System

Job description

The Westin Buckhead Atlanta, part of HEI Hotels & Resorts, seeks a Front Desk Supervisor to ensure smooth arrival and departure experiences, deliver outstanding guest service, and supervise front desk team performance.

You will monitor guest satisfaction, manage phone and check-in procedures, and collaborate with other departments to maximize occupancy and revenue while upholding brand standards.