Front Office Manager

Description

Here is what the job would look like:

The position will manage the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial and GSS goals.

REPORTS TO: General Manager / Director of Rooms

What are my essential job functions?

• Implement the VEN programs and supervise the daily operations of the Front Office to comply with Crescent Hotels & Resorts and Marriott Tribute Portfolio’s Standard Operating Procedures, maximize revenues and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel guests.
• Acts as Hotel Manager, Manager-on-Duty for the PM shift and holidays / 5 days in a week.
• Runs PM daily communication during the PM shifts.
• Develop and maintain the Front Office, Bell/Valet (as pertain to the property).
• Write and revise ongoing front desk policies and procedures.
• Communicates all information regarding property promotions to the necessary departments and to the Front Office staff.
• Assist in maximizing revenue by monitoring inventory and increasing RevPAR.
• Compute daily payroll, monitor overtime, schedules, and other reports. Analyze data and make decisions based on previous experience and knowledge of circumstances to prepare daily forecast of expected arrivals and departures.
• Monitor and report on expenses (Payroll and supplies) to aid in controlling costs while ensuring adequate staff and supplies are on hand to provide top quality service.
• Assist in hiring, training and supervises the Front Desk & Bell/Valet staff and conducts performance evaluations, coach and counsel associates when necessary.
• Review group resumes, Guest VIPs, & daily reports and communicates all necessary information to the Front Office and other departments to communicates any special requests to the staff to ensure smooth daily operation.
• Field Guest and Associate complaints, conducting thorough research to develop the most effective solutions. Plan and implement detailed steps by using experienced judgment and discretion.
• Assist in regularly conducting Front Office staff meetings for the purpose of keeping the staff informed, providing training and creating a positive work environment.
• Run necessary reports to monitor accuracy of data entry to avoid reservation duplications.
• Assist in the supervision of the Front office and Bell/Valet staff, to include scheduling, enforcing service standards and in the training and motivation of the staff.
• Prepare and complete the Front Desk Schedule for the following week every Tuesday for GM review.
• When necessary performs the duties of his/her subordinates.
• All other duties as assigned by the General Manager.

ONGOING + EVERYDAY TASKS:

• Perform special projects and other responsibilities as assigned.
• Participate in hotel committees, MOD program and task force assignments.
• Assist in all areas requested and act in the GM's place during his/her absence.
• Demonstrate a working knowledge of all hotel safety and security procedures as required maintaining a secure and safe environment for associates as well as guests.
• Report any unusual occurrences and/or request to the General Manager.
• Read and abide by all the regulations and rules of conduct stated in the associate handbook.

To fulfill this role successfully, you should demonstrate the following minimum qualifications:

• 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.
• Marriott experience preferred, but not required.
• Knowledgeable in LightSpeed, and GXP is a plus.
• Union experience is a plus.

What’s it like working for us?

At Crescent Hotels & Resorts, your career journey has countless possibilities. Crescent Hotels & Resorts, offers exciting positions across the company, from corporate roles to associates to property level leadership positions and internships. We offer dynamic work environments that inspire growth and curiosity. We are known as the employer of choice, and we encourage you to find your passion.

At Crescent, our differences are what make us great. That's why we are dedicated to creating an environment that encourages open conversations about diversity, race, equity and inclusion. We stand out because we believe in our people. Through education, recruiting and promoting diverse talent, we can strengthen our culture and community.

About the hotel

The Ven at Embassy Row, Washington, D.C., a Tribute Portfolio Hotel blends the neighborhood’s ambassadorial heritage with stylish and comfortable amenities. The Ven, Danish word for friend, welcomes guests to the hotel as we would welcome a friend to our home. The hotel is Scandinavian inspired. Our restaurant “Fred & Stilla” celebrates diplomacy by combining the Scandinavian word for its desired outcome—peace, or Fred— with a variation on the Scandinavian word for "style"— Stil becomes Stilla. At Fred & Stilla, we invite guests and travelers to connect with the world through the power of food. Our fare, like our space, is simple and modern—letting the natural beauty of globally inspired comfort foods shine through—but plated to impress.

Location

Our hotel is just steps from the Dupont Circle Metro stop and minutes from anywhere you want to be in DC, making our location the perfect home base for traveler’s weekend expedition.

Here are your perks if you work with us: 

We are committed to providing you with a competitive, comprehensive benefits program that provides the care you and your family need to lead healthy, productive lives. You will be eligible to health insurance benefits on the first of the month on or after the date of hire. We also offer Health Savings Account (HSA), Flexible Spending Accounts, 401(k), Life and AD&D Insurance, Disability Insurance, Employee Assistance Program (EAP), Tuition Reimbursement, Travel Assistance Program, Hotel Discounts for Marriott Brand Hotels and/or any hotels under Crescent Hotels & Resorts Portfolio, Pet Insurance, Paid Holidays, Paid Sick Days, Paid Time Off.

NOTE:

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties. Furthermore, the specific examples in each section are not intended to be all-inclusive. Rather, they represent the typical elements and criteria considered necessary to perform the job successfully. Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)