Assistant Front Office Manager

Description

Why us?

Are you a guest service champion? Do you have astonishing communication, organization, and follow-up skills? Are you the first one to respond to guests and customers questions and concerns with confidence? Are you comfortable overseeing policies and procedures? Are you a mentor to professional peers? Do you love being a part of DC's history and representing a local specialty? Are you a continual learner with a thirst for excellence? Are you looking for company whose Core Values support growth and development? If you answered "yes", this might be the position for you!

What will I be doing?

The position will assist in managing 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. To oversee all areas of operation relating to the guest experience for Front Desk, Night Audit, Bell Services, Valet Parking Services, and manages the front of the house activities. Respond in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to inquiries regarding hotel information and guest concerns.

What are my essential job functions?

Guest Services:

• Maintain standards of guest services and a consistent guest experience by responding to guest reviews on GuestVoice, Booking.com, Expedia, etc. and coming up with service recovery and communicate to the team.
• Courteously answers inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room rates, increase occupancy and revenue.
• Maintain good guest relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Coordinate guest service efforts to include group arrivals and departures, and guest transportation, while maximizing the guest experience through top quality customer service.
• Maintain a friendly, cheerful and courteous demeanor at all times.

Front Desk Duties:

• Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested.
• Facilitates guest departure on a daily basis in order to close guest accounts ensuring the guests are satisfied.
• Follow-up on any complaints or problems a guest may experience in a timely and professional fashion to ensure a quality guest experience.
• Greet guests, offer assistance with check-in/check-out, deliver laundry and store luggage.

Financial / Cost Control:

• Control cash transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel bank agreement policy.
• Ensures the entire front desk team regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.

Employee Relations:

• Assist and make recommendations to the Rooms Division Manager and/or Operations Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
• Provide information and assist staffs in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
• Responsible for covering/finding replacements for call-offs.
• Ensure proper communication to subordinates on all hotel activities in a way that ensures that guest needs are being met in a timely fashion.
• Ensure all associates are properly trained on LightSpeed along with all other systems/procedures that will help them provide our guests with quality service.
• Provide motivation to the department.

Administrative Duties:

• Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc...)
• Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
• Participates in Hotel MOD program.
• Perform other duties as assigned, requested or deemed necessary by management.
• Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy and CHR Rules of Conduct.

What are we looking for?

We believe the success in this role will demonstrate itself through the following attributes and skills:

• Must have knowledge of Front Office operations, great customer service skills, and must be a team player.
• Long hours sometimes required.
• 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.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Crescent Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Crescent Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• 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.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.

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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

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.