Guest Services Supervisor

2 weeks ago


Arlington, Virginia, United States B. F. Saul Company Hospitality Group Full time

Front Desk Manager

As a pivotal member of the hospitality team, the Front Desk Manager plays a crucial role in delivering exceptional guest experiences and overseeing the daily operations of the front desk. This position is integral to the success of our hotel, ensuring that all guests receive outstanding service and that the front office operates smoothly.

Key Responsibilities:

1. Guest Satisfaction: The Front Desk Manager is accountable for maintaining high levels of guest satisfaction. This includes ensuring that service standards are consistently met and that any guest inquiries or concerns are addressed promptly. The manager will work closely with staff to train them in exemplary service practices and will hold team members accountable for anticipating guest needs and exceeding expectations.

2. Financial Management: This role involves managing operational expenses to enhance hotel profitability. The Front Desk Manager will oversee labor management through effective scheduling and monitoring, implementing cost-saving strategies, and adhering to procurement guidelines to meet budgetary goals.

3. Staff Development: The Front Desk Manager is responsible for evaluating team performance and providing constructive feedback. This includes motivating staff through goal-setting, conducting interviews, and ensuring comprehensive training is provided to all team members. The manager will analyze training needs and implement programs to enhance service quality.

4. Operational Oversight: Attendance at departmental meetings is essential for effective communication and planning. The Front Desk Manager will oversee all front desk initiatives, requiring strong organizational skills and the ability to manage multiple priorities in a dynamic environment.

5. Safety and Compliance: Regular inspections of front desk operations will be conducted to ensure compliance with company standards and regulations. The Front Desk Manager will maintain a safe and clean work environment and follow established procedures for handling guest and team member incidents.

Qualifications:

Education: A high school diploma or GED is required; a college degree or equivalent experience is preferred.

Experience: A minimum of 2 years in customer service and at least 1 year in a supervisory or management role is required. Candidates should possess strong communication skills and the ability to solve problems effectively.

Physical Requirements: The role may require the ability to lift, push, or pull up to 75 pounds on occasion.



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