Front Office Manager - Crowne Plaza Crystal City

B.F. Saul Company Hospitality Group•Arlington, VA

1d•$70,000 - $80,000•Onsite

About The Position

B. F. Saul Company Hospitality Group is seeking a Front Office Manager for their Crowne Plaza Crystal City hotel. This role is responsible for ensuring outstanding guest service and effective operations of the front desk. The manager will use leadership skills to drive revenue, maximize profit, and ensure quality. This includes effective management of assigned staff to ensure guest satisfaction, positive team member relations, and achievement of overall financial results. B. F. Saul Company Hospitality Group is committed to its "One Team!" values, focusing on attracting top talent dedicated to professional and personal development, industry understanding, and enhancing company culture. Joining this team signifies a commitment to guest satisfaction and upholding the highest level of integrity.

Requirements

IHG and Opera experience required
2+ years of customer service experience required
1+ years supervisory/management experience required
Must be detail oriented
Ability to communicate well with all levels within and outside the organization
Able to problem-solve with team members and guests
Must be able to manage multiple priorities in a fast-paced environment
Demonstrates clear written and verbal communication skills
High school diploma or GED required
Ability to lift, push or pull up to 75 pounds on an occasional basis
Requires ability to work extended hours based on business needs, with physically demanding responsibilities such as walking, standing, carrying, and lifting throughout the extended shift

Nice To Haves

college degree or equivalent experience preferred

Responsibilities

Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable.
Works side by side with staff to train and model appropriate guest service standards.
Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations.
Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.
Assists in management of expenses to maximize hotel profitability.
Assist in effective labor management through proper scheduling, monitoring, and adjusting based on business needs.
Seeks and implements cost saving measures and efficient purchasing strategies in order to meet/exceed budget for expenses.
Follows B. F. Saul Company Hospitality Group procurement guidelines and applies good business judgment.
Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources.
Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy.
Assists in evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable.
Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members.
Assists with interviewing, hiring, coaching, and development of all team members.
Assists with required training for department team members and ensuring training records are maintained.
Analyzes quality issues, identifies training needs and ensures implementation to improve results.
Utilizes available resources and adheres to B. F. Saul Company Hospitality Group training policies.
Promotes collaboration and positive, professional work environment.
Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs.
Supports all front desk initiatives.
Must have high attention to detail, good communication skills and leadership ability.
Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving.
Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines.
Adheres to all B. F. Saul Company Hospitality Group Standard Operating Procedures.
Conduct routine inspections of front desk operations to maintain standards per B. F. Saul Company Hospitality Group, local, state and federal regulations.
Ensures a clean and safe work environment, and follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents.