Front Desk Manager

1 month ago

Washington, United States The Inn at Little Washington Full time

Since 1978 The Inn at Little Washington, located at the foothills of the Blue Ridge mountains, has been one of the most decorated restaurants and hotels in the world. There is no better time to join our growing team of exceptional people. On-the-job training, advancement potential, flexible schedules, amazing benefits, and competitive pay await you. Some of our awards include Michelin 3 Stars, Forbes 5 Stars, AAA 5 Diamonds, and Wine Spectator Grand Award. Member of Relais & Chateaux. Why join our team: We offer: Health, vision and dental insurance (full time employees) Paid time off (full time employees) 401(k) retirement plan with match On-the-job training Employee education allowance Advancement potential Flexible schedules Employee appreciation events Complimentary uniforms Delicious “family” meals daily prepared by the chefs Referral bonuses Competitive pay SUMMARY Lead all daily Front Office operations and deliver a Five-star, Five-diamond experience to all guests. Maintain all aspects of the front desk and valet area to ensure a luxury experience. Serve as the leader of the Front Office department and manage the teamwork between the Front Office and Dining room team. ESSENTIAL FUNCTIONS This is a unique position, a cross between a hotel front desk supervisor and a restaurant host/hostess position. This position is a strong ambassador for The Inn in all their interactions with our guests – those staying overnight in one of our 23 beautiful guest suites, as well as those dining with us in our world-famous dining room. Must demonstrate excellent communication skills and have the ability to meet the expectations of a 5 Star/5 Diamond property by providing top-notch guest service skills. Strong multi-tasking of front office duties which include, but are not limited to, checking guests in/out, seating guests in the dining room or living room, answering telephone calls, checking emails, relaying guest requests, walking food and checking the guests’ coats. Assist the Director of Hotel Operations to oversee all front office operations, which include, but are not limited to, seeing that all assigned projects are completed, managing day-to-day operations, ensuring all front office employees are meeting the Forbes Standards, developing goals and objectives to improve the department and ensuring all front desk employees are in compliance with policies and procedures. Monitor the daily operations of the front desk and valet to ensure that all employees are completing the daily checklist. Must be financially responsible, which includes, but is not limited to, ensuring the Front Office department checkbook is updated, staying within the monthly budget provided by Accounting, consistently tracking front office labor to meet the labor budget and strategically upkeeping the PAR levels for front office supplies. Front Office Manager is also expected to help servers walk food when needed. Ensure all guest issues are followed up on and resolved and appropriate departments are notified. Monitor staffing levels to ensure they meet demand. Ensure that the lobby and public areas are clean and neat. Must greet all guests as though you are welcoming them to your own home. An eagerness to learn new information with a positive attitude. Able to take constructive criticism to help improve faults. Coordinate with Housekeeping and Engineering department to complete any projects that need attention. Work closely with both the Dining Room and Culinary team to ensure all guest requests are communicated. Print daily front desk reports and communicate any pertinent information to each department, which includes, but is not limited to, special requests, VIPs, dietary restrictions, and special billing instructions. Must meet Forbes Standards in all daily operations and guest interactions. Demonstrate proficiency with Resortsuite and Tock software. Be anticipatory of guest needs and respond to guest inquiries in a timely and professional manner. Take ownership and resolve all guest issues in a timely and professional manner. Assign dining room seating strategically to maximize nightly covers and efficient flow of guests. Must maintain professional etiquette with all guests and employees. Constantly monitor the lobby, public areas and front driveway to ensure the areas are clean and free of debris. Demonstrate a thorough knowledge of the Inn and its history. Keep in constant communication with Housekeeping regarding checked out rooms, turn-up rooms, and turn-down rooms. Must follow all disinfecting and sanitization policies. QUALIFICATIONS Required 2-3 years of Front Office Manager experience. 1-2 years of experience in a 4 or 5 star luxury property. Must be able to work weekends and have a flexible work schedule. Microsoft Office knowledge. Excellent communication skills. Must be at least 16 years of age. Must be well-groomed and well-presented with no visible tattoos. Desirable Familiarity with Forbes Standards. Ability to communicate in a language other than English, preferably Spanish or French. Certification in alcohol awareness program. Certification in CPR. Prior experience with Resortsuite and Tock. SKILLS Ability to communicate in English both orally and in writing. Strong interpersonal communication skills both verbal and written. Must always be organized and maintain cleanliness of the front desk. Ability to speak using clear and professional language. Ability to multi-task in a fast-paced environment. Ability to process all payments, including credit card, cash, and gift certificates. Ability to cross-train across multiple departments and assist when needed. Ability to assist guests with questions about the property, history of the Inn, surrounding areas and the amenities and packages offered at the Inn. Ability to hold staff accountable through coaching and counseling. PHYSICAL DEMANDS Must be able to lift 30+ lbs. Able to stand, bend and walk for long periods of time. Frequent or occasional need to perform the following physical activities: reaching, bending, pushing, pulling, twisting, lifting, and climbing. The Inn at Little Washington is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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