Front Office Manager

5 days ago

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

The Sheraton Pentagon City is a premier hotel in Arlington, Virginia, offering stunning views of the Washington, D.C. monuments and a unique blend of luxury and convenience. As a Front Office Manager, you will be part of a dynamic team that strives to create a fun and collaborative culture, ensuring our associates are always at their best.

Responsibilities
  • Guest Service Standards: Ensure that guest arrival, departure, and contact experiences meet high standards through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.
  • Front Office Operations: Implement company and franchise programs, prepare forecasts and reports, and assist in developing the room's budget. Monitor and maintain front office systems and equipment to ensure optimal performance.
  • Staff Management: Interview, hire, train, develop, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate. Ensure timely completion of performance appraisals.
  • Customer Service: Interact positively with customers, take action to resolve problems, and maintain high levels of customer satisfaction and quality. Ensure compliance with front office, guest service, and PBX standard operating procedures and policies.
  • Communication: Coordinate activities with other hotel departments to facilitate increased levels of communication and guest satisfaction. Assist in daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
  • Problem Resolution: Resolve customer complaints, anticipate potential problems, and review and monitor complaints, operational issues, business flow, and associate performance to ensure high levels of customer satisfaction and quality.
  • Sales and Marketing: Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
Qualifications
  • Minimum of 2 years Front Desk experience, preferably in a leadership role.
  • High School Diploma or equivalent required, Bachelor's degree preferred.
  • Proficient with PMS system.
  • Advanced knowledge of brand's reward program.
  • Able to handle cash and credit transactions.
  • Computer literacy and financial management a must.
  • Able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • General knowledge of local area attractions and transportation.
  • Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
  • Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
  • Able to establish and maintain effective working relationships with associates and customers.
  • Able to make sound business decisions and take action quickly based on previous experience and good judgment.
  • Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
  • Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences.
Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness, creating value in your most important investment - you.

For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield, as well as Vision insurance programs through EyeMed. Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA.

For your financial wellness, we provide a wide array of coverage, including Supplemental, Spousal, and Child Life insurance, as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as your employer.

We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

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