Front Desk Manager

Ogden CAP•Washington, DC

4d•$70,000 - $80,000•Onsite

About The Position

The Front Desk Manager supports Front Office Management in overseeing day-to-day operations and implementing departmental processes and procedures to enhance the guest experience through flawless service. The role involves coordinating front desk staffing and daily activities, managing guest arrivals and departures, resolving issues, and supporting the training and development of guest service staff. The manager also coordinates with other hotel departments to promote communication and guest satisfaction.

Requirements

Previous relevant experience in a luxury hotel.
Scheduling flexibility to work evenings, overnights, weekends, and/or holidays.
Demonstrated ability to lead a multicultural team.
Passion for service.
Excellent presentation and strong communication skills.

Nice To Haves

College degree preferred.
Foreign language skills are a plus.

Responsibilities

Assist the Front Office Manager with scheduling, payroll, and other departmental duties.
Support, train, coach, correct, and counsel guest service staff.
Handle arriving and departing guests, as well as guest issues and complaints.
Assign and instruct Guest Service Agents, Call Center staff, and Butlers on daily events; monitor lobby traffic and adjust staffing accordingly.
Manage front office operations by completing daily task checklists, assigning rooms according to hotel standards and availability, and making decisions in the best interest of the hotel.
Resolve customer complaints by thoroughly researching situations and determining effective resolutions.
Prepare and conduct daily pre-shift meetings and assist with training and developing new team members.
Coordinate activities with Housekeeping, In Room Dining, Engineering, and other hotel departments to improve communication and guest satisfaction.
Attend morning briefings to outline arrivals and special requests.