Front Office Manager

Description

Waldorf Astoria is looking for a Front Office Manager to join the team at this gorgeous Atlanta property!

Located in one of Atlanta's most prestigious neighborhoods, this Forbes 4-Star hotel is a 42-story tower with over 200 rooms (127 guest rooms plus residences), over 10,000 square feet of meeting space, and 3 food and beverage outlets. This includes the 3-meal restaurant, bar, and in-room dining.

What will I be doing?

As Front Office Manager, you would be responsible for directing and administering Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Specifically, you would be responsible for performing the following tasks to the highest standards:

• Manage all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
• Monitor and develop team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations and delivering recognition and reward.
• Monitor and assess service and satisfaction trends, evaluate and address issues and make improvements accordingly.
• Ensure compliance with Company standards.
• Meet and greet guests and respond to guest inquiries, requests and issues in a timely, friendly and efficient manner and resolves guest concerns.
• Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Ensure team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Complete audit procedures, as needed.
• Recruit, interview and train team members.

Requirements

What are we looking for?

Mandatory

• Excellent communication skills in all aspects: verbal, written and non-verbal.
• Professional and appropriate business appearance and presentation.
• Ability to maintain a high level of professionalism in all interactions.
• A minimum of 2 years of Front Office leadership experience in a full service hotel operation.
• Experience of managing people (hourly and salaried) as well as developing people to their potential.
• Thorough knowledge of all aspects of Front Office Operations, including Front Office, PBX, Bell/Door, Concierge and Guest Relations.
• Flexible work hours to meet the demands of a 24-hour operation.
• Must possess excellent guest service and problem resolution skills.
• Quality driven with a passion for excellence in guest service and satisfaction.
• Approachable, open minded and fair.
• Must be able to work in a team and independently on occasions.
• Proficient in both verbal and written English language.
• Ability to lift up to 20lbs.
• Ability to sit and stand for extended periods of time.

Desirable

• Experience with OnQ is a distinct advantage.
• Proficient in Microsoft Office software
• Additional languages are advantageous.
• First Aid and CPR trained.
• Hospitality Management related degree.

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

• Hospitality - We're passionate about delivering exceptional guest experiences.
• Integrity - We do the right thing, all the time.
• Leadership - We're leaders in our industry and in our communities.
• Teamwork - We're team players in everything we do.
• Ownership - We're the owners of our actions and decisions.
• Now - We operate with a sense of urgency and discipline.

In addition, we look for the demonstration of the following key attributes:

• Quality
• Productivity
• Dependability
• Customer Focus
• Adaptability

What will it be like to work for Hilton?

Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands.  Our vision “to fill the earth with the light and warmth of hospitality” unites us as a team to create remarkable hospitality experiences around the world every day.  And, our amazing Team Members are at the heart of it all! 

The Benefits – Hilton is proud to have an award-winning workplace culture ranking #1 World's Best Workplace by Great Place To Work & Fortune. We support the mental and physical wellbeing of all Team Members so they can Thrive personally and professionally in a diverse and inclusive environment, thanks to innovative programs and benefits. Hilton offers its eligible team members a comprehensive benefits package including:

• Access to your pay when you need it through DailyPay
• Medical Insurance Coverage – for you and your family
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)  
• Go Hilton travel discount program 
• Supportive parental leave
• Matching 401(k)
• Employee stock purchase program (ESPP) - purchase Hilton shares at 15% discount
• Debt-free education: Access to a wide variety of educational credentials (ex. college degrees, high school completion, English-language learning, digital literacy, professional certificates and more)
• Career growth and development 
• Team Member Resource Groups
• Recognition and rewards programs

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