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Front Office ManagerEmbassy Suites At The Chevy Chase PavilionWashington, DC
A property of: HEI Hotels & Resorts
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Job Description

Overview

Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments.
Responsibilities

  • Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being applied.
  • Implement company and franchise programs.
  • Prepare forecasts and reports and assist in the development of the room's budget.
  • Monitor and maintain the front office systems and equipment to ensure their optimum performance.
  • Track guest satisfaction surveys and maximize usage of the guest response tracking system.
  • Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs.
  • Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals.
  • Communicate both verbally and in writing to provide clear direction to staff.
  • Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality.
    Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Quality Standards are complied with and are consistently applied.
  • Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
  • Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations.
  • Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
  • Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues.
  • Regular attendance in conformance with the standards is essential to the successful performance of this position.
  • Comply with attendance rules and be available to work on a regular basis.
  • Perform any other job related duties as assigned.

About Us

The Embassy Suites by Hilton Chevy Chase Pavilion hotel is conveniently located near many major businesses and government agencies including Microsoft, Geico, and Walter Reed National Military Medical Center and is the closest hotel to American University. We are located directly above the Friendship Heights Metro Station, providing an easy commute for our associates. Join our team of professionals and enjoy discounted parking, daily prepared meals, competitive pay and benefits in an environment that promotes growth and development. Contact us to see how we can elevate your career!We value U.S. military experience and invite all qualified military candidates to apply.

Job Requirements

Qualifications

  • Minimum of 2 years Front Desk experience, preferably in leadership role.
  • High School Diploma or equivalent required, Bachelor's degree preferred.
  • Proficient with PMS system.
  • Advanced knowledge of brand's reward program.
  • Able to handle cash and credit transactions.
  • Computer literacy and financial management a must.
  • Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts.
  • General knowledge of local area attractions and transportation.
  • Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates.
  • Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws.
  • Able to establish and maintain effective working relationships with associates and customers.
  • Able to make sound business decisions and take action quickly based on previous experience and good judgment.
  • Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning.
  • Effective verbal and written communication skills. Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Job Details

Mid level
Full-time

About this location

class:
Upscale
room Count:
101-250
location Type:
Urban

Values

Customer Service
Diversity
Integrity
Passion
Responsibility
Transparency
Value Creation

Perks

401(K)
401(K) Matching
Child Care Benefits
Company Discounts
Dental Benefits
Disability Insurance
Family Medical Leave
Flexible Spending Account (FSA)
Health Insurance Benefits
Job Training
Life Insurance
Paid Holidays
Paid Time Off
Parental Leave
Travel Benefits
Travel Perks
Tuition Reimbursement
Vision Benefits
Wellness Programs
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Embassy Suites At The Chevy Chase Pavilion
HEI views our associates as our greatest resource, and we hire and
develop the best. We have a culture of winning, we embrace change,
thrive on challenge and always seek to surpass our personalshow more
show more
Address4300 Military Road Northwest, Washington, DC, 20015 View map
Property typeHotel 
classUpscale 
room Count101-250 
location TypeUrban 

People (10)

Karl MurphyChief Commercial OfficerKarl joined HEI in 2010 as the Corporate Vice President of Sales. Promoted several times, Karl has developed his career to now oversee all Sales, Revenue and Marketing disciplines across the organization. Prior to joining HEI, Karl began his hotel career as a Director of Sales and Marketing with the Sheraton brand.
Marcus HarrisChief Financial Officer, Hotel FinanceMarcus Harris joined HEI over 17 years ago as a property Director of Finance. He has grown his career with our organization into a number of roles and now oversees all of the Financial activity for the hotels within our portfolio. Prior to his time with HEI, Marcus spent several years with Starwood Hotels and Resorts. Education and Affiliations: BS, Accounting, DeVry University
Rachel MonizChief Operating OfficerRachel Moniz has worked with HEI for over 10 years in a variety of different roles. She first joined the organization as the General Manager of the famed The Liberty Hotel. Her passion for the people and the industry allowed her to quickly grow with HEI and she has since taken on positions such as Regional Vice President of Operations and Group Vice President of Independent Brands and Food & Beverage prior to being named as Executive Vice President of Operations. She was most recently appointed as HEI's Chief Operating Officer. Prior to her time with HEI, Rachel spent her career in different operational roles throughout luxury and lifestyle hotels such as the Ivy Hotel, W San Diego and the St. Regis Aspen. Rachel is involved with a variety of local Boston charities, including the Massachusetts Society for the Prevention of Cruelty to Animals, Project Bread's Walk for Hunger, and the Boston Esplanade Community Clean-Up. Education, Affiliations, Distinctions B.A, Wheelock College
Dan WalworthChief Strategy and Compliance OfficerDan has spent nearly 20 years developing and implementing innovative processes, tools, and systems across multiple industries, including financial services, healthcare, software development, wireless technologies, and ultimately hospitality, where he has worked for the past decade. Dan joined HEI as Vice President of Operational Planning and through his success was later promoted to Senior Vice President of Operations. Most recently he became HEI's Chief Strategy and Compliance Officer. Education and Affiliations MBA, Kellogg School of Management, Northwestern University BS, Applied Mathematics, Yale University
Nigel HurstChief Human Resources OfficerNigel Hurst is responsible for all Human Resource activities for HEI's growing workforce of over 10,000 people, including recruitment, talent development, leadership development, employee relations, performance management, compensation and benefits. Nigel joined HEI in 2006 from Unilever, North America, where he was Senior Vice President, Human Resources and a member of the company's five-person overall management committee. He played a key role in the integration of Lever Brothers, Chesebrough Ponds and Helene Curtis into a single business unit with a common mission and shared values. Formerly, Nigel was senior vice president of Unilever, East Asia Pacific, where he oversaw human resource activities for the company's fastest growing region, with more than $2 billion annual revenues. Education and Affiliations BA, Business Studies, Coventry University, UK
Clark HanrattiePartner & Chief Financial OfficerClark Hanrattie is responsible for refining the firm’s investment strategies, managing the acquisition/disposition process and fund financial/tax reporting, monitoring economic and industry conditions, and overseeing the firm’s capital markets, investor relations and asset management functions. Prior to joining HEI in February 2004, Clark was a partner at Olympus Real Estate Partners, the real estate-affiliate of LBO-firm Hicks, Muse, Tate & Furst, which acquired approximately $5 billion in assets from 1994 to 2003 through three discretionary real estate funds representing nearly $1.7 billion in equity commitments. During his ten year association with Olympus, Clark rose from associate to partner/investment committee member, and was responsible for the firm’s hotel investment activities from 1999 to 2004. Clark either led, or was actively involved in, the acquisition of 63 hotels and resorts, covering approximately $1.35 billion in transaction value. Prior to Olympus, Clark was with Montford Companies, a private real estate concern based in Dallas. Education, Affiliations, Distinctions BS, Texas A&M University Member, the Hotel Development Council of the Urban Land Institute and the New York Hospitality Council
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