Mgr Front Office

Sage Hospitality•Washington, DC

18d•$60,000 - $65,000•Onsite

About The Position

Sage Hospitality is seeking an accomplished Front Office Manager to join the team at Homewood Suites by Hilton Washington DC Capitol- Navy Yard. This role is crucial for contributing to the property by being influential, driven, and committed to the continued growth and success of the hotel and community. The hotel is located in a vibrant neighborhood along the Anacostia River, near the Washington Nationals ballpark, and offers modern amenities including a rooftop terrace with panoramic views of DC. The Front Desk Manager is responsible for the daily operation of the Front Desk, acting as the main contact for guests and other hotel departments. This role ensures efficient guest registration, check-out, and telephone services, and oversees the Front Desk Agents to ensure adherence to established policies and procedures. The manager will also assist in the training and hiring of Front Desk Agents.

Requirements

High School diploma or equivalent
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Must have total understanding of all hotel front office procedures.
Requires working knowledge of guest services and hotel services, policies or operations.
Must have high school graduate level mathematical aptitude; know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills.
Must be fluent in oral and written English.
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
Excellent comprehension and literacy required to review correspondence, initiate reports, conduct training, etc.

Responsibilities

Ensure guest arrival and departure procedures are accurately followed in a smooth and timely manner.
Ensure the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures to present timely and precise hotel charges upon check-out and maintain accurate hotel records.
Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
Assist and make recommendations to the Assistant General Manager in conducting performance evaluations, discipline, and terminations as appropriate.
Coordinate guest service efforts, including group arrivals and departures, and guest transportation, while maximizing the guest experience through top-quality customer service.
Coordinate activities and foster good relations with valet and taxi services.
Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
Follow up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
Implement emergency training and procedures to ensure appropriate protection of the hotel’s guests, staff, and company assets.
Ensure all Front Desk Associate duties are completed daily.