Assist Front Desk Mgr NX

Horseshoe Bay Resort•Bethesda, MD

4d•$25 - $28•Onsite

About The Position

The Bethesdan Hotel, a contemporary, boutique-style property in downtown Bethesda, is seeking an experienced and service-driven Assistant Front Desk Manager. This role supports the daily operations of the Front Office and Guest Experience teams. It is ideal for a hospitality professional passionate about creating exceptional guest experiences, developing high-performing teams, and driving operational excellence.

Requirements

Must have knowledge of Front Office operations, great customer service skills, and must be a team player.
Long hours sometimes required.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Crescent Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, including wearing nametags.
Comply with Crescent Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Perform other duties as requested by management.
Maintain a warm and friendly demeanor at all times.
Strong leadership, communication, and interpersonal skills.
Ability to effectively resolve guest concerns and employee issues with professionalism and sound judgment.
Strong organizational and time management skills with the ability to multitask in a fast-paced environment.
Ability to build positive working relationships with guests, associates, and leadership teams.
Professional appearance and demeanor with a commitment to service excellence.
Ability to communicate effectively in both verbal and written formats.
Working knowledge of hotel systems and computer applications.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Must be proficient in Windows, Company approved spreadsheets and word processing.

Nice To Haves

Hilton experience preferred, but not required.

Responsibilities

Lead and support Front Office and Guest Experience associates in delivering exceptional guest service and hospitality.
Partner with Housekeeping, Engineering, Food & Beverage, Security, and other departments to deliver a seamless guest experience.
Promote a culture of accountability, teamwork, inclusion, and continuous improvement.
Assist and make recommendations to the Rooms Division Manager and/or Operations Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
Provide information and assist staffs in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
Responsible for covering/finding replacements for call-offs.
Ensure proper communication to subordinates on all hotel activities in a way that ensures that guest needs are being met in a timely fashion.
Ensure all associates are properly trained on LightSpeed along with all other systems/procedures that will help them provide our guests with quality service.
Provide motivation to the department.
Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc.).
Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
Participates in Hotel MOD program.
Perform other duties as assigned, requested or deemed necessary by management.
Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy and CHR Rules of Conduct.
Champion Hilton Rewards or Guest Service Scores through guest enrollment initiatives and associate engagement.