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Complex Front Office Supervisor

Posted January 27, 2023

Atlanta Evergreen Lakeside Resort
Stone Mountain, GA
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About This Job

Description

JOB OVERVIEW:

Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.

Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business

Implement company programs and supervise the daily operations of the Front Office to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.

Supervise the Guest Service Agents.

Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered. Comply with attendance rules and be available to work on a regular basis. Perform any other job related duties as assigned.

MINIMUM QUALIFICATIONS:

Qualifying candidates should be flexible to all shifts including overnight, weekends and holidays. The candidate should have hotel or customer facing experience; strong verbal and written communication and a desire to lead and work with others. OPERA Cloud is a plus but not mandatory. The position will require someone with strong customer resolution skills and ability to toggle between the two hotels; transportation while at work may be necessary (hotels are less than 1 mile apart).

ESSENTIAL JOB FUNCTIONS:

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate.
  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Post charges to guest rooms and house accounts using the computer.
  • Promptly answer the telephone using positive and clear communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
  • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job related duties as assigned.
  • Drives company van to transport associates or company personnel by performing the following duties.
  • Drives vehicle from Hotel to Martha station and other destinations according to assigned schedule.
  • Assists passengers into and out of vehicle.
  • Operates radio or similar device to communicate with base station or other vehicles to report status of service.
  • Cleans and services vehicle with fuel, lubricants, and accessories.
  • Must have valid driver’s license with clean driving record.
  • Passing the MVR is mandatory (no accidents or tickets for the past three years).
  • Checking guest in and out are also essential
  • Heavy night time shifts may extend to 2:30am

REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co-workers with their job duties and be a team player. Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Ability to stand and move throughout front office and continuously perform essential job functions. Ability to access and accurately input information using a moderately complex computer system. Ability to observe and detect signs of emergency situations. Ability to establish and maintain effective working relationships with associates, customers and patrons.

PERFORMANCE STANDARDS

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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About this Employer

Atlanta Evergreen Lakeside Resort

4021 Lakeview Drive
Stone Mountain, GA 30083

(770) 879-9900

336 Room Hotel

www.atlantaevergreen.com

Working Here

Founded in 2001 by CEO Michael George, Crescent Hotels & Resorts lives in the belief that your drive to be the best is the force which has made Crescent Hotels & Resorts the Hotel Operator and Employer of Choice.Meet several of our associates and hear their story. With thousands of associates at Crescent, we make every day one of adventure where you can make a difference.

We Know Benefits 

Dedicated, satisfied, and engaged associates are the key to our continued success. 

At Crescent Hotels & Resorts, we strive for innovative ways to enhance our comprehensive selection of benefit offerings. Crescent associates working as few as 24 hours a week are eligible for our extensive menu of benefit programs.

Crescent's benefits offerings include:

  • Healthcare insurance and prescription drug coverage
  • Dental insurance
  • Vision insurance
  • Flexible/dependent-care spending accounts
  • Life insurance and supplemental life insurance
  • Short/long-term disability insurance
  • Domestic Partner coverage
  • Employee Assistance Program
  • 401(k) with employer matching
  • Paid holidays, vacation, and personal time off
  • Tuition reimbursement program
  • Discounted hotel rooms for associates and family