Guest Experience Management: Position Summary: Management responsibility for the leadership of the front office team including front desk agents, bell attendants, valet and security staff. The GEM plays a crucial role in ensuring the delivery of outstanding guest service aligned with the Hotel Indigo brand service standards. The GEM will manage the day-to-day operations of of the front desk. This position requires a professional who is adept at balancing guest needs, team management, and operational efficiency to create memorable guest experiences. Essential Duties and Responsibilities: Maintains guest service as the driving philosophy of the hotel. Ensure all guests receive a warm welcome. Adoption of Hotel Experience Champion through the IHG system to assist General Manager with experience requirements Create programs to ensure guest satisfaction Personally demonstrates a commitment to guest service by responding to guests’ needs. Team Leadership and Development: Ensures all employees are aware of company policies and procedures. Responsible for initial interview and selection of front office staff with recommendation submitted to the General Manager. Trains new and existing front office employees on the operational requirements, telephone procedures, night audit procedures and daily express check-in/check-out, reservation and emergency procedures. Participates in employee evaluations and improvement. Offers continual coaching of front desk staff personnel to ensure and encourage Hotel Indigo brand behaviors and programs to include but not limited to IHG One Reward Motivate team to reach excellence in Key Performance Indicators Operational Excellence: Oversee all front desk operations including guest registration, room assignments Ensures that all employees are aware of the high standards required of the front office and bell staff and that each presents themselves in a professional manner, both in appearance and attitude. Maintains control of front office uniforms, ensures that uniforms and name badges are worn and kept in proper condition. Liaise with Controller regarding past accounts and reconciliation Assist with the operation of the Front Desk at peak times. Assist guests with any special problems that may arise. Administrative Duties: Manage room inventory Achieving excellence in Brand Standards, KPIs, and Metrics as well as staying up to date on Brand Initiatives and overseeing a smooth integration within the Front Office Manage the loyalty program in awarding points, reconciliations, and Maintains all specified reporting, controlling, and record keeping systems. Including end of shift notes, incident reports, and other paperwork. Management and execution of Kipsu and its use at the front desk. Assisting GM with technology requirements and updates as needed Job Type: Full-time Pay: $45,000.00 - $52,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Employee discount Health insurance Paid time off Paid training Vision insurance Shift: 8 hour shift People with a criminal record are encouraged to apply License/Certification: Driver's License (Preferred) Shift availability: Day Shift (Preferred) Night Shift (Preferred) Ability to Commute: Athens, GA 30601 (Required) Ability to Relocate: Athens, GA 30601: Relocate before starting work (Required) Work Location: In person
Salary: $45,000 - $52,000 a year
Employment Type: Full-time
Qualifications
[ "Work authorization (Required)", "Day Shift (Preferred)", "Night Shift (Preferred)", "Driver's License (Preferred)" ]