Overview

Potential Career Path Front Office Manager-Director of Front Office

Key Responsibilities: ● Lead guest experience on property, assist Front Office with daily responsibilities and ensure the operations is flawless: ➔ Greet, register and service guests in a friendly and courteous manner according to hotel/brand and sustainability standards. ➔ Manage the resolution process for all guest complaints and service recovery. ➔ Point of contact for escalated complaints. ➔ Manage Loyalty program, including delivering amenities to members at arrival. ➔ Point of contact for all groups and meetings. ➔ Communicate with sales, front office and reservations in order to coordinate and monitor guest room blocks and special reservation needs. ➔ Work to continually improve Guest Stay Experience scores through establishing good rapport with clients and being readily available for guests during conferences. ➔ Register and assign VIP guests to hotel rooms. ➔ Make and confirm reservations and respond to guest requests in a timely manner. ➔ Be fully aware of guest satisfaction scores and work primarily toward increasing overall guest satisfaction and respond to all outlets in a timely fashion. ➔ Coordinate multiple events per year that follow sustainability guidelines and practices related to HHM’s EarthView program. ➔ Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards. ➔ Ensure overall guest satisfaction. ➔ Perform other duties as requested by management ● Understand and execute Hotel Strategy: ➔ Lead the vision and execution of experiences across the property that makes the hotel known for it, drives guest loyalty, as well as drives property revenue ● Reporting: ➔ Track, record, and analyze guest experience metrics to evaluate their success from a booking and revenue perspective ➔ Forecast & annual planning of activities ● Program Management and Production: ➔ Recommend and assist with partnerships where applicable, working closely with the Director of Marketing ➔ Establish relationships with new local partners and vendors to initiate and enhance our unique brand story and where applicable assist with activities and programming ● Design the experience & process, inspect the product: ➔ Support the curation of product for use in spaces and amenity offerings, inspect the final result ➔ Creating, sharing, and standardizing presentation and execution of guest offerings. Activating programming and seasonal events ● Retail: ➔ Support the curation, selection and delivery of the retail products. Partner with local businesses and promote the neighborhood through offerings of local experiences ➔ Conduct weekly and monthly inventory

Experience

• High School diploma or equivalent preferred.
• Five years of previous customer service experience or equivalent training required.
• Knowledge of PMS systems preferred.

Work Environment and Context

• Work schedule varies and will include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25pounds, bending and reaching; stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

Positioned at the confluence of several of Washington DC’s most dynamic neighborhoods, The Morrow is the preeminent lifestyle hotel in Northeast DC for business, group and leisure travelers. Much like our name which looks to create a better today for the promise of a greater tomorrow, The Morrow is a source of energy and positivity. It’s a place where energized guests, dynamic experiences, and thoughtful staff come together to make the most of every day. Driven by a sense of warmth, community and intuitive ease, we connect our guests with a renewed perspective, encouraging them to radiate their own optimism.

This property is a part of the Echelon Luxury & Lifestyle division of HHM Hotels. 

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.

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