Assistant Front Office Manager

Northwood Hospitality
Washington, DC
Oct 16, 2021
Oct 25, 2021
Full Time
The Darcy is an eclectic, 226-room boutique hotel in Washington DC, providing chic accommodations, distinctive dining, and over 7,000 square feet of meeting and event space. Classically American but with a European sensibility, The Darcy offers an authentic, original, and local experience that allows our guests to immerse themselves in the community.The Darcy is located on Scott Circle in downtown Washington, DC, just half a mile from both the lively Dupont Circle and historic Logan Circle. Shops, restaurants, bars, clubs, theaters, galleries, museums and other Washington DC attractions abound on nearby 14th and U streets.The Darcy is a polished team empowered to create remarkable local experiences with a dash of fun! We always take ownership, act with integrity and foster infectious pride to bring out the best in all of us!Come be a part of our fantastic team at The Darcy!Requirements:Overview:Often the first and last contact for our guests, the Assistant Front Office Manager is a critical link to guest satisfaction. Responsibilities include supervising staff, welcoming guests, processing registration and check-out, anticipating guest needs and meeting or exceeding those needs, responding to and resolving guest inquires and complaints, coordinating with other departments to ensure guests feel well-cared for and valued. This person should be very comfortable interacting with guests and potential clients in a highly professional manner.Job DescriptionEnsure efficient guest registration, checkout, guest service, and telephone service, while ensuring all hotel and department standards are being applied.Assist Front Office Manager in preparing forecasts and reports and assist in the development of the Rooms Division budget.Monitor and maintain the front office systems and equipment to ensure their optimum performance.Track guest satisfaction surveys and maximize usage of the guest response tracking system.Provide training for entry level team members and supervisors.Develop and implement controls for expense management.Utilize labor management tools to schedule and control labor costs.Assist Front Office Manager with talent recruitment and retention ie interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of team members. Ensure timely completion of performance appraisals.Communicate both verbally and in writing to provide clear direction to staff.Interact positively with guests and take action to resolve problems to maintain a high level of guest satisfaction and quality.Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.Maintain all front desk related equipment and a par stock of supplies.Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.Comply with attendance rules and be available to work on a regular basis.Perform any other job-related duties as assigned.Experience, Skills and KnowledgeMinimum 1-2 years of front desk supervisory/management experience.High School diploma or equivalent required.Hotel experience preferred.Proficient with PMS system and computer literacy a must.Able to handle cash and credit transactions.Maintain a professional appearance and manner at all times.Communicate well with guests.Must possess thorough knowledge of all front office operations and individual job requirements.Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.Able to manage multiple tasks at all times and have excellent organizational skills.General knowledge of local area attractions and transportation.Must be able to stand up for 4 or more hours at a time with or without reasonable accommodation.Able to observe and detect signs of emergency situations.Able to establish and maintain effective working relationships with team members and guests.Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for team members.Command of the English language both written and verbal.Benefits: At Northwood Hospitality, LLC, we value our team members and are committed to providing a comprehensive and competitive benefits package 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 health insurance programs geared to you and your family's needs as well as vacation, sick, and holiday benefits. For your financial wellness, Northwood Hospitality, LLC 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 for hotel room discount programs provide additional incentives for choosing Northwood Hospitality, LLC as the employer of your future.Northwood Hospitality, LLC is an equal opportunity employer. We are dedicated to ensuring that all of our decisions regarding all aspects of the employment relationship are in accordance with our principles of equal opportunity. It is the Company's policy that, in exercising our management responsibilities, we evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, or any other characteristics or status protected by applicable state or local law.Northwood Hospitality Diversity & Inclusion: The Company recognizes the value and importance of a diverse workforce and will continue to identify and attract a workforce of the best available talent at every organizational level. As the Company grows and expands, we remain committed to maintaining our workplace diversity, allowing us to maintain our leadership in the industry.