Front Office Manager

Nestled into Perimeter Summit and surrounded by ultra-chic neighborhoods like Buckhead and Brookhaven, Hyatt Regency Atlanta Perimeter at Villa Christina, a lavish urban hotel with the comfort and sophistication of a resort, with 182 guest rooms and over 13,000 square feet of meeting space is one of the newest hotels to join the PHG Family. Find out today what a career at the Hyatt Regency Atlanta Perimeter at Villa Christina with Pyramid Hotel Group can mean for you!

We are seeking a dynamic, results-oriented individual who demonstrates a dedication to providing a Four Diamond level of service and can motivate, lead and develop a team to do the same! If you are a service- and team-oriented Front Office Manager who is looking to make a difference in the lives of both our guests and colleagues, then we want you to lead our Front Office Team! This is a fantastic opportunity at a Four Diamond Hyatt Regency for someone looking to grow their career in full-service hospitality, with an amazing company and brand! We offer competitive pay and a full benefits package including medical/dental/vision/life benefits, paid time off, paid holidays, 401(k) match, rooms discounts, and more!

Purpose: The Front Office Manager is responsible for managing the day-to-day operations of the Front Office team, including Front Office, Night Audit, PBX and Guest Services, in order to ensure that Four Diamond service standards and Pyramid Hotel Group policies are upheld, and that we consistently meet or exceed the expectations of our guests.

Job Responsibilities (others may be assigned):

• Responsible for short- and long-term planning and the management of the Front Office operations.
• Maintain excellent communication with internal departments
• Foster and maintain and service- and team-oriented CARE culture within the department.
• Maintain information on prices, rates, specials, packages, programs, etc., while ensuring all staff are trained in all areas. Maintain guestroom inventory.
• Respond to all guest complaints quickly and effectively in order to guarantee guest satisfaction; empower Front Desk team on service recovery; actively work to identify root-cause of complaints and implement strategies to prevent them, consistently improving guest satisfaction level across the hotel.
• Serve as the leader and hotels expert on the World of Hyatt loyalty program, guest satisfaction metrics, and other company or brand platforms/initiatives in order to train Front Desk colleagues on these programs, promote the programs with all guests and ensure that Hyatt brand standards are followed in order to drive guest satisfaction.
• Responsible for ensuring that Customer Service guest satisfaction scores are maintained at or above the brand standard.
• Ensure that all Accounting, posting, and cash-handling procedures are followed by the Front Desk team
• Create departmental schedule within budgeted productivity guidelines and while ensuring appropriate staffing to provide Four Diamond service to our guests.
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon duties within the established time frames.
• Adhere to the Pyramid Hotel Group handbook, policies and Managers Code of Conduct at all times.
• All other duties as assigned.

Supervisory Responsibilities:

• Oversees, trains, coaches and evaluates the Front Office, Night Audit, PBX and Guest Services colleagues.
• Ensure fair and consistent performance evaluations and standards upheld with all colleagues in the department. Coach and counsel colleagues who are not meeting hotel or brand standards. Proactively work with colleagues to develop their skills.
• Work with colleagues hands-on to identify training needs and develop team, including at least quarterly one-on-one meetings with colleagues.
• Foster and maintain the CARE culture of Pyramid Hotel Group and Hyatt brand at the Front Desk through active leadership, leading by example and demonstrating both guest-focused and team-focused priorities in the department.

Specific Job Knowledge, Skills and Ability: The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Must possess a Can Do attitude and be a self-starter
• Strong interpersonal and employee-relations skills are essential, with the ability to mentor, train, develop, and motivate employees.
• Must be able to communicate clearly and professionally in English with coworkers, employees, owners and management, both written and verbally. Must be able to relate to guests concerns and work well with others.
• Must be able to handle multi-tasking and be goal- and results-oriented.
• Proficiency with computers and software, including Microsoft Excel, Outlook, and Word.
• Knowledge of OPERA Property Management System strongly preferred.
• Ability to perform mathematical calculations, with or without a calculator, as related to calculating and analyzing metrics used in hospitality.

Education and/or Experience: High school diploma or equivalent. Minimum of 2 years hotel experience, preferably in an up-scale (4/5 Star) hospitality environment.