Front Office Manager - Melrose Hotel, DC

Remington Hospitality•Washington, DC

2d•Onsite

About The Position

Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times. Greet and communicate cordially with guests, promptly and professionally checking them in and out of the hotel. Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training and scheduling front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators. Resolve guest complaints, ensuring guest satisfaction in each interaction. Manage guest resolution process to include investigation of situation and creative problem solving to ensure guest is satisfied with outcome. Accurately manage and operate the MICROS system at the front office, including all daily transactions and those which are not performed often.

Requirements

Ability to work in a standard office environment.
Prolonged periods of sitting at a desk and working on a computer. (6-8 hours a day)
Occasional standing and walking throughout the workday.
Frequent fine motor skills, use of hands and fingers for keyboarding/typing, utilizing a mouse or trackpad, writing, and operating office equipment.
Ability to communicate effectively verbally and in writing.
Occasionally required to stand, walk, bend, reach, or carry items.
Ability to lift and/or move 10--25 pounds as needed (e.g., files, office supplies).
Visual ability to read from a computer screen and printed materials including close visual focus for extended periods and color differentiation (for certain roles).
Ability to hear and participate in conversations and meetings, use phone and/or headset

Responsibilities

Anticipate guest needs, respond promptly and acknowledge all guests
Maintain positive guest relations
Greet and communicate cordially with guests
Check guests in and out of the hotel
Ensure proper staffing levels of front office associates
Interview, hire, supervise, train and schedule front desk agents, front office supervisors, guest service aides/bell staff, concierge staff and PBX operators
Resolve guest complaints
Manage guest resolution process
Accurately manage and operate the MICROS system at the front office