Guest Experience Supervisor

2 days ago


Herndon, Virginia, United States Remington Full time
Job Description">

The Remington hotel is looking for a seasoned Hotel Operations Manager to oversee our front desk team and ensure seamless guest experiences.

You will be responsible for anticipating guest needs, resolving complaints, and providing exceptional customer service. This role involves managing the front office team, including interviewing, hiring, supervising, training, and scheduling staff members.

You will also collaborate with the General Manager to handle day-to-day accounting responsibilities, such as invoicing, POs, payroll, timekeeping, and PTO requests.

Key Responsibilities

  • Anticipate and respond to guest needs, maintaining a positive and professional demeanor at all times.
  • Greet and check-in guests promptly and professionally, ensuring a warm welcome to the hotel.
  • Resolve guest complaints in a timely and satisfactory manner, using creative problem-solving skills to ensure guest satisfaction.
  • Accurately manage daily transactions on the MICROS system, ensuring accuracy and efficiency in all financial processes.
  • Collaborate with the General Manager to handle day-to-day accounting responsibilities, including invoicing, POs, payroll, timekeeping, and PTO requests.
  • Ensure proper staffing levels, including interviewing, hiring, training, and scheduling front desk agents, supervisors, and other support staff.
  • Maintain accurate records and reports, utilizing computer skills and knowledge of hotel operating systems such as OnQ, iBuy, ADP, Microsoft, and Delphi.

Requirements and Qualifications

  • Demonstrate a high work ethic, self-initiative, and independent judgment.
  • Be flexible and willing to work varying schedules to meet business needs.
  • Prioritize tasks, maintain focus, and complete work assignments on time despite frequent interruptions.
  • Show enthusiasm for working as part of a team that provides exceptional guest experiences.
  • Be open to learning and working in a multi-role capacity.
  • Exhibit strong organizational skills and proficiency in computer software, particularly hotel operating systems.
  • Bachelor's degree in Hospitality or related field preferred.
  • At least 2-3 years of experience in hospitality management, preferably in a front office role.

Estimated Salary: $65,000 - $85,000 per annum, depending on experience and qualifications.



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