Director of Reception - Washington, DC

Yotel•Washington, DC

1d•Onsite

About The Position

The Director of Reception is responsible for all daily aspects of Reception Operations while on duty. This role involves leading and developing housekeeping staff, ensuring an issue-free environment through motivation and support, and delivering unparalleled customer service. The position requires overseeing cash handling, conducting audits, managing the hotel night audit, and acting as the Manager on Duty when assigned. A key aspect of this role is demonstrating professionalism, enthusiasm, and a strategic perspective to integrate the brand into every guest experience. The Director of Reception will also be responsible for managing budgets, controlling costs, and ensuring thorough knowledge of safety and emergency procedures.

Requirements

College degree in Hospitality or related field.
Minimum 3 years of customer service experience in upscale hotel environment.
Willingness to work additional hours in order to meet tight deadlines.
Long hours sometimes required.
Ability to develop and manage budgets and control costs in relation to revenue.
Knowledgeable of department P&L revenues, labor, and expenses
Solid problemsolving and business acumen skills.
Able to manage multitask work in a fastpaced environment.
Ability to mentor and supervise staff.
Able to work alone on a broad variety of projects.
Able to establish and maintain healthy working relationships with people in course of work.
Must be familiar with Word, Excel, Email and the Internet.
Inspiring team leader focused on delivery of great customer service
Has an excellent interpersonal and communication skills.
Is flexible and able to adapt to changing situations, needs and priorities of guests & crew members.
Strong, assertive and self-motivated individual with a natural urge to achieve results and accomplish self-imposed goals.
Open, direct, straight talking, transparent and ethical.
Pro-active with the ability to think ahead and plan for multiple outcomes.
An independent decision maker and occasionally utilize team consensus or collaboration.
Able to delegate routine detailed work.
Ability to read and speak English fluently.
Ability to perform under pressure.

Nice To Haves

Union knowledge and experience preferred.
Second or multiple languages are a plus.

Responsibilities

Recruits, hires, trains and provides career development for housekeeping staff; conducts performance evaluations and provides feedback for Crew Members.
Provide an issue free environment through motivation, support, empowerment and development of crew members.
Always extend professionalism and courtesy to fellow crew members and customers.
Deliver unparalleled service above and beyond the norm to exceed customer expectations.
Solicit and communicate guest feedback for continuous improvement.
Own all customer complaints and issues and seek immediate resolve.
Oversee cash and bank handling procedures with all Senior & Junior Managers daily and ensures adherence to company standards.
Conduct arrival and departure audits in all areas of Mission and Ground Control.
Conduct a daily preshift meeting on each shift and be current on all in-house events and citywide attractions.
Manage the Hotel night audit as assigned.
Adhere to proper key and phone controls
Ability to comprehend and follow instructions on Sales Resumes.
Conduct progressive discipline from coach and counsel through to suspension with support from the Human Resources Department.
Act as the Manager on Duty as assigned and take responsibility for all hotel related issues and events.
Assist Senior & Junior Managers as needed with unresolved issues which arise during the shift.
Demonstrate self-confidence, energy and enthusiasm at all times.
Have a strategic perspective by continually modeling our brand and integrating it into every aspect of the guest experience.
Provide updated room availability and rate information to Senior & Junior Managers as directed.
Ensure thorough knowledge of safety and emergency procedures
Lead the crew members by example and motivate them.
Ensure the following activities are completed during the shift: Crew Services discrepancy reports are resolved; VIP cabin assignments are completed; charges are posted and rate changes are completed; shift audits and variance reports are accurate and completed; unexpected stay-overs are extended and same day after hours’ reservations are processed accordingly.