Front Office Manager

The Bethesdan Hotel, Tapestry Collection by Hilton
Bethesda, MD
Nov 20, 2022
Nov 30, 2022
Full Time
Do you have a passion for hospitality and enjoy talking to people? Can you create relationships and make a stranger into a friend? Do you like to ensure everyone you meet is welcomed and feels like they've been taken cared of? Are you a fan of making memorable moments and inspiring your team? The Bethesdan Hotel, Tapestry Collection is looking for an experienced and spirited Front Office Manager who can answer 'yes' to all these questions.The Front Office Manager is responsible for overseeing and leading the daily Front Office operations to maximize revenues and profits while attaining optimal guest satisfaction.* Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, lead Front Office meetings and recommend discipline and/or termination when appropriate.* Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.* Establishes standards, policies and procedures for the Front Office and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.* Supervise Guest Service Agents, Supervisors and Bell Team while ensuring proper coverage at all times to ensure a smooth and effective operation* Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. 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 and coordinate with other departments to ensure smooth and efficient hotel operation and optimal guest satisfaction* Complete weekly, monthly and annual reports as necessary to include departmental payroll* Assists Front Desk Agents with duties when necessary to provide excellent guest service* Comply with attendance rules and be available to work on a regular basis.* Perform any other job related duties as assigned.Required Skills and Abilities:Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to "pitch-in"A' and help co- workers with their job duties and be a team player. 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. Be familiar with hotel operation and amenities and services offered. At least two years in a Front Office Supervisory position required. Knowledge of Hilton systems and Brand standards a plus.The Bethesdan Hotel, Tapestry Collection by Hilton features 270 guest rooms, 15,000 sq. feet of meeting space, restaurant and bar. Centrally located in Bethesda, Maryland, the Bethesdan Hotel is part of a vibrant and welcoming community surrounded by charming neighborhoods, business innovators, walkable shops and great places to eat and drink. Conveniently walking distance from the Bethesda Metro station, the Bethesdan Hotel is a train ride or short drive from Washington, DC.We are committed to providing you with a competitive, comprehensive benefits program that provides the care you and your family need to lead healthy, productive lives. You will be eligible to health insurance benefits on the first of the month on or after the date of hire. We also offer Health Savings Account (HSA), Flexible Spending Accounts, 401(k) with employer match, Life and AD&D Insurance, Disability Insurance, Employee Assistance Program (EAP), Tuition Reimbursement, Employee Parking, Travel Assistance Program, Hotel Discounts for Hilton Brand Hotels and/or any hotels under Crescent Hotels & Resorts Portfolio, Pet Insurance, Paid Holidays, Paid Sick Days, Paid Time Off.Job Type: Full-timePay: $60,000.00 - $76,000.00 per yearBenefits:* 401(k) matching* Dental insurance* Employee assistance program* Employee discount* Flexible spending account* Health insurance* Health savings account* Paid time off* Vision insuranceSchedule:* Monday to Friday* Weekend availabilityAbility to commute/relocate:* Bethesda, MD 20814: Reliably commute or planning to relocate before starting work (Required)Experience:* Hotel Supervisory: 2 years (Preferred)Work Location: One location