Part-Time Overnight Assistant Front Office Manager

Horseshoe Bay Resort

4h•Onsite

About The Position

The Ven at Embassy Row, Washington, D.C., a Tribute Portfolio Hotel, is seeking a Part-Time Overnight Assistant Front Office Manager. This role is ideal for a 'night owl' who is a guest service champion with strong communication, organization, and follow-up skills. The successful candidate will be comfortable overseeing policies and procedures, mentoring professional peers, and representing the hotel's local specialty and DC's history. The position requires a continual learner with a thirst for excellence, looking for a company whose Core Values support growth and development. The role involves two regular overnight shifts per week, preferably on Friday and Saturday, and offers competitive salaries and eligibility for a regular part-time benefits program. Crescent Hotels & Resorts, the parent company, emphasizes a dynamic work environment that inspires growth and curiosity, and is dedicated to creating an inclusive environment that encourages open conversations about diversity, race, equity, and inclusion. The hotel itself blends the neighborhood’s ambassadorial heritage with stylish and comfortable amenities, featuring a Scandinavian-inspired design and a restaurant named “Fred & Stilla” that celebrates diplomacy through globally inspired comfort foods. The hotel is conveniently located steps from the Dupont Circle Metro stop.

Requirements

Must have knowledge of Front Office operations.
Great customer service skills.
Must be a team player.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Crescent Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, including wearing nametags.
Comply with Crescent Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Must be proficient in Windows, Company approved spreadsheets and word processing.

Nice To Haves

Marriott experience
Knowledgeable in LightSpeed
Knowledgeable in GXP
Union experience

Responsibilities

Maintain standards of guest services and a consistent guest experience by responding to guest reviews on GuestVoice, Booking.com, Expedia, etc. and coming up with service recovery and communicate to the team.
Courteously answer inquiries and accept reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
Maintain a friendly, cheerful and courteous demeanor at all times.
Greet and complete established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
Facilitate guest departure on a daily basis in order to close guest accounts ensuring the guests are satisfied.
Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage.
Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
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 in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
Assist and make recommendations to the Rooms Division Manager and/or Operations Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
Provide information and assist staffs in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
Responsible for covering/finding replacements for call-offs.
Ensure proper communication to subordinates on all hotel activities in a way that ensures that guest needs are being met in a timely fashion.
Ensure all associates are properly trained on LightSpeed along with all other systems/procedures that will help them provide our guests with quality service.
Provide motivation to the department.
Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc...)
Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
Participate in Hotel MOD program.
Perform other duties as assigned, requested or deemed necessary by management.
Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy and CHR Rules of Conduct.