Situated in the epicenter of Midtown, Loews Atlanta Hotel is walking distance to some of the best attractions in the city. Welcome to Atlanta's Most Vibrant Neighborhood. With spectacular views, beautiful rooms and an ideal location – this property is a modern-age Southern charmer.

Responsible for overseeing the provision of world-class front office service to hotel guests.  Oversees the Front Office Manager and collaborates with him/her on directing the Front Desk, Star Service, Guest Service and Valet operations. Ensures prompt and complete satisfaction of guest requests in a professional and timely resolution of guest complaints are taking place.  This role is also responsible for overall management of the Housekeeping Department.  Works with the Director of Operations on ensuring that all Loews and hotel programs in the Front office and Housekeeping are up to set standards.

Essential Functions and Responsibilities

Works with Front Desk, Star Service, VIP, Guest Service and Valet leadership to ensure highest level of service, efficient operations and compliance with all Loews StandardsOversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments.Monitors, reconciles and communicates accurate occupancy information to all hotel departmentsSupervises all Front Office Manager, Assistant Front Office Managers, Guest Service Manager, VIP Manager, Star Service Manager and Valet Account Manager – and offers guidance and support to entire supervisory and line teamAssist all Department Managers in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriatelyMonitors Service scores and praises or holds department managers accountable for performanceMonitors and manages labor in all areasWorks closely with Valet Account Manager and District Manager to ensure operations are meeting Loews expectationsMentors and develops Managers and helps them identify career pathsWorks closely with other department heads for any needs in any of the Front Office and Housekeeping areasMonitors and ensures adherence to all Loews Hotels Star Service StandardsFamiliar with and able to troubleshoot problems with the following systems:  key encoding, call accounting, in-room movies, video checkout, electronic data capture, Hot SOS and PMS interface controlWorks with Reservation Manager, and Revenue Manager to determine daily room rates based on occupancy and revenue goalsEnsures all daily tasks at the F.O. are being completed and assisting if necessaryOversees training of all Front Office and HousekeepingEvaluates individual Director/Manager performance, determining improvement and training needs and advancement requirementsDevelops departmental incentive and staff motivation programsCoordinates hotel participation in Loews First and other corporate Marketing programsEvaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfactionEnsures accurate department attendance records and Star Service Recaps are maintainedSets goals for Front Office and Housekeeping Department ManagersEnsures each department operates with sufficient inventories of needed suppliesWorks with Conference Managers, and Sales Managers to satisfy all special group requestsEnsures the provision of all appropriate information and collateral materials to package guestsEnsures accurate communication of information to guest regarding all hotel facilities and operating hoursAttends and participates in departmental meetings for all Front Office AreasAbility to make decisions on imperfect informationOversees all departmental; budgets, forecasts and schedulesKeeps the Director of Operations appraised of all significant happenings in both the Front Office and HousekeepingAttends all required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintain communication with other departments within the hotelHolds weekly and monthly department meetings designed to provide necessary contact and operating information for all departmental TM’sOther duties as assigned

Supporting Functions and Responsibilities

Promotes and applies teamwork skill at all timesNotifies appropriate individual promptly and fully of all problems and/or unusual matters of significanceIs polite, friendly, and helpful to all guests, management and fellow employeesMaintains cleanliness and excellent condition of equipment and work areaExecutes emergency procedures in accordance with hotel standardsComplies with required safety regulations and proceduresComplies with hotel standards, policies and rulesRecycles whenever possibleRemains current with hotel information and changesComplies with hotel uniform and grooming standards

Qualifications

Extensive knowledge of all hotel departments (F.O. & Housekeeping especially)Excellent communication skills – oral and writtenExcellent guest service skillsKnowledge of computer programs utilized in property managementAble to work a flexible schedule, including weekends and holidays

Education:  

Bachelor Degree in Hospitality Management or related field, or equivalent experience.

Experience: 

Minimum six years in hotel operations management experience as a Division Head