Front Desk Operations Manager

3 weeks ago

Bethesda, Maryland, United States Sage Hospitality Full time
Front Desk Supervisor Role

We are seeking a skilled Front Desk Supervisor to join our team at the Embassy Suites by Hilton Bethesda. As a key member of our front office staff, you will be responsible for ensuring an efficient operation that provides excellent results for our customers.

Key Responsibilities:

  • Supervise the front desk team to ensure optimal levels of service and hospitality are provided to guests.
  • Train, direct, and coach front desk team members to ensure a quality operation.
  • Resolve customer issues and complaints in a timely and efficient manner to maintain high levels of customer satisfaction and quality service.
  • Complete established check-in procedures for arriving guests and facilitate guest departure to close the guest account and make the room available for the next guest.
  • Calculate and post monies, receipts, guest accounts, and other forms of credit using accurate and proper cash handling methods and established procedures.
  • Courteously and accurately answer inquiries from potential guests and accept hotel reservations, using suggestive selling techniques to sell room nights and increase occupancy and revenue.
  • Maintain good customer relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses.
  • Operate the PBX equipment, including assisting outgoing calls, scheduling and setting wake-up calls, and paging guests.
  • Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
  • Maintain a friendly, cheerful, and courteous demeanor at all times.

Requirements:

  • High school education or equivalent experience.
  • 1 or more full years of employment experience in a related position with this company or other organization(s).
  • Understanding of all hotel front office procedures.
  • High school graduate level mathematical aptitude and knowledge of standard cash handling procedures and computerized cash register systems.
  • Past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
  • Knowledge of company/hotel policies and procedures and the ability to determine course of action based on these guidelines.
  • Supervision/management skills.
  • Ability to communicate information and hotel services to management and guests.

Benefits:

  • Medical, dental, and vision insurance.
  • Health savings and flexible spending accounts.
  • Basic Life and AD&D insurance.
  • Paid time off for vacation, sick time, and holidays.
  • Eligible to participate in the Company's 401(k) program with employer matching.
  • Employee Assistance Program.
  • Tuition Reimbursement.
  • Great discounts on Hotels, Restaurants, and much more.
  • Eligible to participate in the Employee Referral Bonus Program.

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