What are the responsibilities and job description for the Front Office Manager position at Embassy Suites Georgetown?
Description
The Front Office Manager is responsible for ensuring the operation of the Guest Services in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.
Responsibilities
- Manage direct reports by ensuring Associates understand employment practices, recommending employment decisions and corrective action, supporting performance management, and implementing discipline
- Ensure that Associates are meeting guest needs and appropriately responding to any guest concerns and escalating as appropriate ;
- Create a best-in-class guest experience by engaging with guests, providing friendly courteous service, anticipating guest needs, increasing guest loyalty, and maintaining relationships;
- Coordinate activities with other departments to ensure that services are provided in an efficient and timely manner ;
- Ensure financial goals of the department and the hotel are being met by managing labor costs; controlling expenses for supplies and equipment, and determining revenue-driving initiatives;
- Perform or assist with cleaning duties as necessary ensuring the hotel is achieving Cleanliness Assured Standards ;
- Evaluate and recommend revenue driving initiatives and monitor revenue performance ;
- Recommend and implement approved changes that could improve service and increase operational efficiency ;
- Ability to serve as Manager on Duty;
- 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;
- Perform other duties as requested by management, and
- Any and all other work as required to complete the primary purpose of the position.
Job Requirements and Qualifications
- At least 3 years of progressive experience in a hotel or a related field; or a 2-year college degree and 1 or more years of related experience; or a 4-year college degree and at least 1 year of related experience.
- Supervisory experience required.
- The ability to demonstrate exceptional Customer Service Skills.
- Must be proficient in Windows and Microsoft Office.
- Able to work long hours as sometimes required.
- Maintain a warm and friendly demeanor at all times.
- 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.
- Advanced computer knowledge, including the Microsoft Suite of Word, Excel, PowerPoint Outlook, and Teams
- Knowledge of OnQ systems preferred
Our culture fosters shared accountability, humility and kindness, creative problem solving, we strive to provide exceptional service, quality, and value to every guest, every time. We are looking to hire the most highly qualified people and provide a competitive benefits package which include:
- Paid Family Leave
- Health Insurance
- Dental Insurance
- Vision Insurance
- Vacation, Sick and Holiday Pay
- Company Basic Life Insurance
- Company paid Accidental Death & Dismemberment
- Company paid Short Term Disability
- Company paid Long term Disability
- 401k Retirement Plan
EOE - minorities/Females/Vet/Disability/Gender Identity/Sexual OrientationWe are a drug free workplace. Pre-employment background assessment required.Due to the volume of applicants, we are unable to respond to all applicants. We respectfully request No Phone Calls Please.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.