Front Office Manager

Eaton Workshop is a purpose-driven global hospitality company dedicated to shaping a better world based on values of inclusivity, integrity, and imagination and driven by a triple bottom line of people, planet, and profit. Founded by Hong Kong-born Asian-American Katherine Lo in 2018, she started Eaton to reimagine how we could build physical and digital spaces as platforms for creativity and collective change with an eye towards a more fair world. Eaton Workshop’s physical and digital spaces are a place for kindred spirits to commune, collaborate, and make an impact. Our properties, Eaton DC in Washington DC and Eaton HK in Hong Kong, champion our brand pillars: Impact (social and environmental impact), Culture (the arts, literature, theater, music), Media (radio, film), Wellness (holistic mind-body-spirit healing), and House (purpose-driven members workspace), as well as beautifully designed, ethical hotel and F&B offerings.

We encourage people from underrepresented groups to apply to work with us at Eaton Workshop – BIPOC, women, LGBTQIA, international citizens, and more. We welcome professionals who strongly believe in our mission and can demonstrate parallel or applicable experience and skills to help us achieve it.

POSITION OVERVIEW

As the Front Desk Manager, you will be the face of Eaton DC, responsible for overseeing the daily operations of the front desk and ensuring a smooth, efficient, and welcoming experience for our guests and visitors. You will lead a team of front desk staff, handle guest inquiries and concerns, and ensure that all operations comply with company policies and standards.

JOB RESPONSIBILITIES

• Supervise and support front desk staff, including hiring, training, scheduling, and performance management.
• Ensure exceptional guest service by greeting and assisting guests, handling check-ins and check-outs, and addressing any issues or special requests.
• Manage the front desk operations, including reservations, guest inquiries, and billing processes.
• Coordinate with other departments to ensure seamless guest experiences and resolve any operational issues.
• Maintain accurate records and reports related to guest services, reservations, and inventory.
• Handle guest complaints and feedback professionally, aiming for timely resolution and high guest satisfaction.
• Monitor and ensure adherence to safety and security procedures.
• Implement and uphold company policies and procedures to ensure a high standard of service.

QUALIFICATIONS:

• High school diploma or equivalent; additional education or certifications in hospitality management is a plus.
• Proven experience as a Front Desk Supervisor, Manager, or similar role, preferably in the hospitality or customer service industry.
• Strong leadership skills with the ability to motivate and manage a team effectively.
• Excellent communication and interpersonal skills, with a focus on providing outstanding customer service.
• Proficiency in front desk software and reservation systems.
• Ability to handle stressful situations calmly and professionally.
• Strong organizational skills and attention to detail.
• Flexibility to work various shifts, including evenings, weekends, and holidays.

PHYSICAL DEMANDS:

• Lifting 30 lbs. maximum with frequent lifting and/or carrying objects weighing up to 10 lbs.
• Talking and hearing.
• Requires walking or standing to a significant degree.