Front Desk Operations Manager

7 hours ago

Bloomington, Illinois, United States B. F. Saul Company Hospitality Group Full time
Job Title: Front Desk Supervisor

B. F. Saul Company Hospitality Group is a leading hospitality company with a rich history of over 130 years. We operate a portfolio of over 20 business-class hotels across the Washington, D.C. area, with top brands from Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels.

Job Summary:

We are seeking a highly skilled Front Desk Supervisor to join our team at the Courtyard by Marriott Tysons McLean. As a Front Desk Supervisor, you will be responsible for ensuring exceptional guest service and effective operations of the front desk. You will use your leadership skills to drive revenue, maximize profit, and ensure quality. You will also be responsible for managing assigned staff to ensure guest satisfaction, positive team member relations, and achievement of overall financial results.

Responsibilities:
  • Accountable for guest satisfaction by ensuring service standards are met and guests' needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
  • Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Achieves business revenue goals by implementing and delivering creative service programs designed to increase guest satisfaction.
  • Supports management of expenses to maximize hotel profitability. Supports cost-saving measures and efficient strategies in order to meet/exceed budget for expenses. Follows B. F. Saul Company Hospitality Group procurement guidelines and applies good business judgment. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources.
  • Assists in evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members. Analyzes quality issues, identifies training needs and ensures implementation to improve results.
  • Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Supports all front desk initiatives. Must have high attention to detail, good communication skills, and leadership ability. Must have excellent organization skills, a high degree of creativity to facilitate efficient problem-solving.
Requirements:
  • High school diploma or GED required, college degree or equivalent experience preferred.
  • 2+ years of customer service and 1+ years supervisory/management experience desired.
  • Must be detail-oriented, have the ability to communicate well with all levels within and outside the organization, and be able to problem-solve with team members and guests.
  • Ability to lift, push, and pull up to 75 pounds on an occasional basis.
What We Offer:

B. F. Saul Company Hospitality Group is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals. We offer a competitive salary, premium healthcare insurance, 401(k) plan with company match, paid time off, hotel discounts, education reimbursement, and many more benefits to help our team members thrive both personally and professionally.

We invite you to build your career with us. A bright and exciting future awaits you.

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