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Front Office Manager

2 months ago

Arlington, Virginia, United States Sheraton Pentagon City Full time
About Us

The Sheraton Pentagon City is a premier hotel in Arlington, Virginia, offering upscale accommodations and exceptional service. Our hotel is strategically located near the Washington, D.C. monuments and Arlington National Cemetery, making it an ideal destination for business and leisure travelers alike.

Job Summary

We are seeking a highly skilled and experienced Front Office Manager to join our team. The successful candidate will be responsible for ensuring exceptional guest service standards, managing front office operations, and supervising a team of front desk staff.

Key Responsibilities
  • Guest Service Standards: Ensure that guest arrival, departure, and contact experiences meet the highest standards of service and quality.
  • Front Office Operations: Manage the efficient registration, checkout, and telephone service processes, ensuring all brand standards are applied.
  • Team Supervision: Supervise and train front desk staff, providing guidance and support to ensure excellent guest service and operational efficiency.
  • Expense Management: Develop and implement controls for expense management, utilizing labor management tools to schedule and control labor costs.
  • Performance Management: Conduct performance appraisals, provide feedback, and recommend discipline or termination when necessary.
  • Communication: Communicate effectively with guests, staff, and other departments to ensure seamless operations and exceptional guest service.
  • Quality Standards: Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
  • Revenue Management: Assist in maintaining room inventory status to achieve optimal revenue levels while meeting guest expectations.
  • Customer Complaints: Resolve customer complaints and anticipate potential problems by reviewing and monitoring complaints, operational issues, and business flow.
  • Sales Strategies: Develop strong relationships with the sales team to discuss and implement sales strategies to improve occupancy levels and revenues.
Requirements
  • Experience: Minimum of 2 years of front desk experience, preferably in a leadership role.
  • Education: High School Diploma or equivalent required, Bachelor's degree preferred.
  • Skills: Proficient with PMS system, advanced knowledge of brand's reward program, and ability to handle cash and credit transactions.
  • Personal Qualities: Excellent communication and interpersonal skills, ability to work in a fast-paced environment, and strong problem-solving skills.
Benefits

HEI Hotels and Resorts offers a comprehensive benefits package, including competitive medical and dental programs, vision insurance, vacation, sick, and holiday programs, pet insurance, and a 401(k) savings plan with matching funds.