Front Desk Operations Manager

2 days ago

Arlington, Virginia, 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. Our company operates a portfolio of over 20 business class hotels with top brands from Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels.

Job Summary:

The Front Desk Supervisor is responsible for ensuring outstanding guest service and effective operations of the front desk. This role requires leadership skills to drive revenue, maximize profit, and ensure quality. The successful candidate will be responsible for managing assigned staff to ensure guest satisfaction, positive team member relations, and achievement of overall financial results.

Key Responsibilities:
  • Guest Service: 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 developing and implementing creative service programs designed to increase guest satisfaction.
  • Financial Results and Cost Control: Responsible for management of expenses to maximize hotel profitability. Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs. Seeks and implements cost-saving measures and efficient purchasing strategies in order to meet/exceed budget for expenses. Follows B. F. Saul Company Hospitality Group procurement guidelines and applies good business judgment. Assists with the preparation and management of the department budget. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources. Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
  • People Management and Training: Responsible for 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. Responsible for interviewing, hiring, coaching, and development of all team members. Responsible for all required training for department team members and ensuring training records are maintained. Analyzes quality issues, identifies training needs, and ensures implementation to improve results. Utilizes available resources and adheres to Hampton Inn training policies. Promotes collaboration and positive, professional work environment.
  • Self/Workload Management: Attends all daily, weekly, and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Responsible for 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. Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines. Adheres to all B. F. Saul Company Hospitality Group Standard Operating Procedures.
  • Safety/Risk Management: Conducts routine inspections of front desk operations to maintain standards per B. F. Saul Company Hospitality Group, local, state, and federal regulations. Ensures a clean and safe work environment and follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents.
Requirements:
  • High school diploma or GED required.
  • 1+ years of prior guest service experience required in a hospitality setting. Excellent verbal communication skills needed. Attention to detail, customer-focused, and the ability to perform job duties in a fast-paced environment.
  • Ability to lift, push, and pull up to 75 pounds on an occasional basis.

B. F. Saul Company Hospitality Group is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals. We are an Equal Opportunity Employer/Veterans/Disabled.

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