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Front Desk Operations Supervisor

2 months ago

Washington, Washington, D.C., United States Hilton Garden Inn M Street DC Full time

Job Summary

We are seeking a highly skilled Front Desk Supervisor to join our team at Hilton Garden Inn M Street DC. As a key member of our front office team, you will be responsible for supervising front desk operations, ensuring exceptional guest service, and maintaining high standards of quality and sustainability.

Key Responsibilities

  • Supervise front desk staff, providing guidance and support to ensure excellent guest service.
  • Resolve guest complaints and concerns in a professional and timely manner.
  • Monitor and maintain front office operations, ensuring compliance with established standards and policies.
  • Participate in lobby ambassador activities, fostering a positive and welcoming environment for guests.
  • Oversee front office operations in the absence of the Front Office Manager or Assistant General Manager.
  • Perform bookkeeping activities, including balancing accounts and conducting audits.
  • Make and confirm reservations, ensuring accurate and efficient service.
  • Promote Hersha Hospitality and brand-specific marketing programs.
  • Greet guests, register, and assign rooms, providing a warm and welcoming experience.
  • Compute bills, collect payments, and handle cash and change for guests.
  • Closing out guest accounts at check-out, ensuring accuracy and efficiency.
  • Create action plans to remedy guest service deficiencies, ensuring continuous improvement.
  • Maintain hotel entrance, reception, and public areas, ensuring cleanliness and appearance.
  • Follow sustainability guidelines and practices related to HHM's EarthView program.
  • Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.

Requirements

  • Associate's or Bachelor's degree preferred.
  • 1-3 years of related experience.

Work Environment and Context

  • Varied work schedule, including all shifts, holidays, and weekends.
  • Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending, and reaching.