Front Office Supervisor-LINE DC

The LINE, The Ned (US) & Saguaro Hotels•Washington, DC

9h•Onsite

About The Position

The LINE is a collection of hotels rooted in culture and built for discovery a launchpad for city life in LA, Austin, and DC. Each property is a creative expression of its surroundings, designed for travelers who seek more than a place to sleep. We champion bold design, local flavor, and experiences that blur the line between hotel and neighborhood. From our iconic Koreatown perch in LA to a reimagined church in the heart of DC, and a lakeside sanctuary in downtown Austin, the LINE is more than a stay it’s a cultural connector. Our spaces are home to award-winning restaurants, neighborhood events, rooftop gatherings, and stories that start with check-in and unfold with every curious step out the door. At the LINE, we celebrate individuality, creativity, and the spirit of the cities we call home. Join us and help shape the guest experience for those who see travel as an invitation to explore something new.

Requirements

High School diploma or general education degree (GED)
Strong communication skills
Collaborative spirit
Ethical Conduct
Computer Proficiency: Microsoft Office, Opera PMS
Positive Attitude
Eye for Detail
Problem solving abilities

Nice To Haves

Two (2) years related experience in the hospitality industry preferred

Responsibilities

Must be courteous and gracious, maintaining a professional demeanor at all times
Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel
Adhere to all standards of operations, policies and procedures, manuals, memos and verbal instructions
Inspects all areas of responsibility in the Rooms Division
Ensure all staff is properly trained on systems, security and cash handling procedures and service standards (check-in/ check-out standards) and have the tools and equipment needed to effectively carry out their job functions
Ensure staff understands their job expectations before holding them accountable
Resolve customer complaints (in person, by phone or through written message) from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible
Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.
Respond to all guest requests, in person and by phone, in an accurate and timely manner
Work closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue
Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work.
Assist in the development and communication of departmental strategies, goals, policies and procedures
Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition and ensure guests are greeted upon arrival
Implement and enforce appropriate service recovery guidelines in order to ensure total guest satisfaction
Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company and develop action plans to correct any deficiencies
Analyze guest satisfaction data and develop and assist in plans to achieve established goals related to guest satisfaction scores, front desk activities, guest loyalty
Maintain procedures for security of monies, credit and financial transactions, and guest security and check billing instructions and guest credit for compliance with hotel credit policies
Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications