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Front Office Manager

Company: The Bethesdan Hotel, Tapestry Collection by Hilton
Location: Bethesda
Posted on: November 18, 2022

Job Description:

The Bethesdan Hotel, Tapestry Collection by Hilton features 270 guest rooms, 15,000 sq. feet of meeting space, restaurant and bar. Centrally located in Bethesda, Maryland, the Bethesdan Hotel is part of a vibrant and welcoming community surrounded by charming neighborhoods, business innovators, walkable shops and great places to eat and drink. Conveniently walking distance from the Bethesda Metro station, the Bethesdan Hotel is a train ride or short drive from Washington, DC.

The Bethesdan Hotel is currently looking for an energetic and guest service orientated Front Office Manager to join the team. The Front Office Manager is responsible for overseeing and leading the daily Front Office operations to maximize revenues and profits while attaining optimal guest satisfaction.

-Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, lead Front Office meetings and recommend discipline and/or termination when appropriate.
-Respond to guest's special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
-Establishes standards, policies and procedures for the Front Office and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
-Supervise Guest Service Agents, Supervisors and Bell Team while ensuring proper coverage at all times to ensure a smooth and effective operation
-Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
-Communicate and coordinate with other departments to ensure smooth and efficient hotel operation and optimal guest satisfaction
-Complete weekly, monthly and annual reports as necessary to include departmental payroll
-Assists Front Desk Agents with duties when necessary to provide excellent guest service
-Comply with attendance rules and be available to work on a regular basis.
-Perform any other job related duties as assigned.
REQUIRED SKILLS AND ABILITIES:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to "pitch-in" and help co- workers with their job duties and be a team player. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons. Be familiar with hotel operation and amenities and services offered. At least two years in a Front Office Supervisory position required. Knowledge of Hilton systems and Brand standards a plus.

Keywords: The Bethesdan Hotel, Tapestry Collection by Hilton, Bethesda , Front Office Manager, Executive , Bethesda, Maryland

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