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Front Office Supervisor

Location: GA - Atlanta - Marriott Norcross
Property: Atlanta Marriott Norcross
Relocation Available: No
Type of Position: Non-Management/Hourly
Employment Duration: Full time

Company Overview

HEI views our associates as our greatest resource, and we hire and develop the best.

We have a culture of winning; we embrace change, thrive on challenge and always seek to surpass our personal bests. Defined by our unique business platform, our environment is fast-paced, expansive and ever-evolving…yet stable, consistent, enduring. It is a high-performance culture where innovation and entrepreneurial-spirit are evident; initiative and results are rewarded.

Our people know they're "in on the ground floor" of a company with all the cornerstones of success in place: experienced leaders, steady investors, a strong track record and long-term career potential. And in turn, each of our associates thrive because HEI's distinctly advantaged infrastructure creates a supportive, educational culture as well as unlimited opportunities for personal and professional success on every level.  In addition to supporting our associates, we are also passionately committed to supporting the communities in which we work, in building meaningful relationships with our partners and in reducing our impact on the environment.
Come join our engaging and high energy team and help create HEI’s legacy as the leading hospitality owner/operator.


Property Description

The Atlanta Marriott Norcross is set in Technology Park, 15 miles northeast of downtown Atlanta. Our hotel features 218 guest rooms including a concierge level, four suites, indoor pool, casual dining at Chile Lime Restaurant and 4,500 square feet of meeting space. Our associates are part of a cohesive team dedicated to our collaborative success. The Atlanta Marriott Norcross is proudly owned and operated by HEI Hotels and Resorts, whose core investment is passionate people.


Description

Job Description
Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

•Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.
•Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
•Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out.
•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, traveler’s checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
•Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
•Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. 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.
•Communicate both verbally and in writing to provide clear direction to staff.
•Comply with attendance rules and be available to work on a regular basis.
•Perform any other job related duties as assigned.

Experience, Skills and Knowledge
•High school diploma required, college degree preferred.
•One year experience in customer service in hospitality or similar industry.
•Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
•Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
•Ability to access and accurately input information using a moderately complex computer system.
•Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations.
•Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.
•Ability to establish and maintain effective working relationships with associates, customers and patrons.
•Command of the English language both written and verbal.

Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefits plan that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical, Dental and Vision Insurance programs geared to you and your family’s needs as well as Vacation/Sick/Holiday benefits. For your financial wellness HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life Insurance and Short and Long-Term Disability. In addition, our 401(k) Savings Plan with matching funds, and discounts through our ‘YouDecide’ and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.


HEI Hotels and Resorts is an equal opportunity employer M/F/V/D





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