Front Office Manager - Courtyard by Marriott Tysons McLean

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

1d•Onsite

About The Position

Courtyard by Marriott Tysons McLean is looking for a Front Office Manager to join their team. This position is responsible for ensuring outstanding guest service and effective operations of the front desk. The role involves using leadership skills to drive revenue, maximize profit, and ensure quality, as well as effectively managing assigned staff to ensure guest satisfaction, positive team member relations, and achievement of overall financial results. B. F. Saul Company Hospitality Group, a subsidiary of a large, long-standing real estate company, operates a portfolio of over 20 hotels and is committed to its 'One Team!' values, focusing on professional and personal development, industry understanding, and enhancing company culture.

Requirements

High school diploma or GED required
2+ years of customer service experience required
1+ years supervisory/management experience required
Must be detail oriented
Must have ability to communicate well with all levels within and outside the organization
Must be 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

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.
Responsible for management of expenses to maximize hotel profitability.
Responsible for 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.
Assists with the preparation and management of the department budget.
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.
Responsible for 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.
Responsible for interviewing, hiring, coaching, and development of all team members.
Responsible for all 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.
Responsible for 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.