Guest Relations Manager (Front Office Manager)

Modus by PM Hotel Group
Washington, DC
Sep 19, 2022
Oct 03, 2022
Full Time
We're looking for a Guest Relations Manager (Front Office Manager) that is a hard-working, charismatic person who wants to grow in hotel operations. The ideal candidate is dedicated, personable, professional, and communicates well. This person will lead our Guest Services department, directly reporting to the Hotel Manager and will be a critical role in the hotel's continued success.Who We ArePassionate - about hospitality and fostering an environment where associates will thrive.Culture driven - dedicated to respect, teamwork, an entrepreneurial spirit, and the drive to succeed.Unique - we encourage our associates to express themselves and their individual talents. We celebrate diversity and are committed to equity and inclusion.Innovators - we are a lifestyle hotel management company that is constantly evolving. We are open minded individuals who embrace change.A growing team looking to expand with authentic and genuine individuals who recognize the importance of team engagement.A company that has a culture of promoting from within.Recognized as a Top Workplace in The Washington Post and Philadelphia Inquirer over the past 8 years.What You Will Be DoingTake full ownership of the Guest Services Department. Hold yourself and others accountable, set clear expectations and address issues directly. Roll up your sleeves and be prepared to involve yourself in the day-to-day operations, adjusting your schedule if needed to provide support to all three shifts.Hold yourself accountable and lead by example; showing integrity by always doing the right thing, even when no one is looking.Hire, coach, develop, and train your team, upholding our service culture and brand standards, be a champion of our vision and ethos.Leading your team to personalize experiences and connect guests to the unexpected in our city. Maintain a positive, supportive environment that drives colleague engagement every day.Collaborate upwards, downwards, and laterally with other departments, proactively and strategically planning the guest experience from beginning to end.Treat the colleague experience as you would our guest experience. Set your team up for success and understand how to pivot when plans and circumstances change.Continuously consider the bigger picture and understand your impact on the team, the hotel, and the company.Provide exceptional personalized service and experiences to guests, measured by TripAdvisor and other guest satisfaction tools.Live like a local - have passion and knowledge of the city and the hotel's neighborhood, educating your team on the same. Think on your feet, use good judgement and problem solve in a fast-paced environment. What We're Looking ForPassion for hospitality and providing excellent guest service. This enthusiasm will be apparent from speaking with you.A curious, creative, dynamic leader who is unsatisfied with the status quo.Inspiring and motivational leader with a focus on development and providing feedback.Seeking growth and development in hotel operations.Caring, genuine, and relentlessly detail oriented.3+ years of hotel experience, at least 2 of them in a leadership role.Professionalism and exceptional communication skills both verbal and written.Experience in coaching, mentoring, and leading others.In-depth knowledge of our local neighborhood and city.Comfortable with feedback. You know how to accept and give feedback upwards, downwards, and laterally in a professional way.Able to be on your feet for long periods of time.Understanding that you are the person who has the greatest impact on our guests' experience and take a thoughtful approach to their needs.What's In It for YouGenerous health, dental and vision insurance, plus 401K, all available on day 1! Comprehensive onboarding and training plan to set you up for success.Coaching, feedback, and mentorship to develop yourself and your team.Personalized development plan to fit your individual role and career goals.Leadership courses to improve your personal and interpersonal effectiveness. Monthly fitness and transportation credits.Unlimited PTO and 9 paid holidays.Opportunities to volunteer and give back to our local communities. Paid Parental Leave.Tuition reimbursement opportunities - when you grow, we grow!Non-Negotiables (Our Core Values)BE WILDLY PASSIONATE. Inspire others with your thirst for excellence.BE CURIOUS. Learn rapidly and eagerly.BE INNOVATIVE. Create new ideas that prove useful.EMBRACE CHANGE. Remain agile, flexible and nimble to thrive in an evolving world.COMMUNICATE. Listen with the intent to understand. Share all relevant information.HAVE INTEGRITY. Be honest and straightforward with everyone.USE GOOD JUDGMENT. Make wise decisions, even in the face of ambiguity.BUILD A POSITIVE TEAM. Learn from one another and help each other to be great.SERVE OTHERS. Our guests, community, and each other. Be a part of the bigger picture.LIVE 360. Practice work-life balance.Two more things . . .As part of an organizational culture that embraces change and progress, this job description does not seek to limit the tasks and responsibilities of the position. Rather, it acts as a springboard for future career and personal development within the property team and entire Modus Hotels' community.We are an equal opportunity employer. We actively respect the right of any qualified individual who performs to Modus standards to work. Discrimination based on gender, age, race, religion, national origin, marital status, sexual orientation, disability, or any other characteristic not related to performance, ability or attitude protected by state or federal law, is disrespectful, bad business and won't be tolerated. It's also illegal.