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Front Office Supervisor

Location:Atlanta, GA
Exempt/Non-Exempt:Non-Exempt
Benefits:Standard Benefit Package
Employment Type:Full Time
Company:ATLANTA - Hilton Garden Inn Atlanta Downtown
Description:The Hilton Garden Inn Atlanta Downtown is currently seeking a highly motivated individual, with preferable full-service hotel experience, to provide guidance and leadership to the Front Office team, ensuring consistent compliance with hotel and brand policies and quality guest service. They will be responsible for oversight of all front office associates to include Bell Attendants, PBX Operators and Guest Service Representatives as well as providing leadership and communication to remaining hotel departments. Additional responsibilities will be included for ongoing success of hotel operation with, and in the absence of, the Front Office Manager (FOM).
Duties:• Responsible for the smooth operation of check-ins and check-outs, guest services, guest satisfaction and rectifying any issues that arise. Assists Guest Service Representatives as needed, checking guests in and out of the hotel and handles monetary exchanges, checks and credit cards received from the guests for payment of hotel charges. • Assigns duties to staff and observes performance to ensure adherence to hotel policies and established operating procedures. Perform additional training where necessary to ensure staff consistently provides exceptional and proactive guest service. • Responsible for scheduling the staff and is expected to be knowledgeable and capable of performing all front desk tasks to include Guest Service Representative, PBX Operator, Reservationists, etc. Has complete working knowledge of software system, including all daily transactions and those which are not performed often. • Monitor and maintain the Front Office systems and equipment to ensure their optimum performance. Assists the Front Office Manager by handling special requests, group blocking and unusual circumstances. • Ensure proper staffing levels of Front Desk by assisting Front Office Manager in preparing weekly schedule and maintaining proper documentation (time cards, disciplinary procedures, reviews, etc.) • Receive and resolve or assist in resolving guest complaints and employee issues. • Communicate with the Housekeeping and Engineering Departments as needed regarding room and maintenance requests from the guests. • Participate in the training of all new Front Office associates ensuring that they have completed Hilton brand training as well as LHP property specific training. • Perform any other required duties as requested by the Front Office Manager and/or Assistant General Manager to aid in better operation of the hotel and service to the guests. • Performs functions of the Front Office Manager in their absence.
Qualifications:Requirements: • Have a valid driver’s license and dependable transportation available. • Must be able to communicate effectively by writing, telephone and personal meeting situations. • Must be able to work a flexible schedule – MOD shifts, nights and weekends in absence of FOM. • Must be organized, honest, and work well with others, and have an outgoing personality. • Must have good cash handling skills, able to make change, and basic computer skills. • Proficiency with Microsoft Office Suite – specifically Microsoft Outlook, Word and Excel at a minimum. Preferences: • 2 – 4 Years previous supervisory experience in a full-service hospitality environment. • Proficiency with OnQ Insider and certified in required Hilton brand training.


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