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Front Office Manager

posted October 4, 2019

Hilton Washington DC National Mall
Washington, DC
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778876 l

About This Job

The Front Office Manager is responsible for providing our guests with excellent service at the front desk from making the reservation to departure. Responsible for aiding with supervision for all guest service agents. Responsible for dealing with guest complaints, guest credit problems, and assisting with training of all guest service agents.  To sell guest rooms, food & beverage outlets and seasonal hotel promotions.

JOB DUTIES

  • Maintain a constant presence and visibility of management. Watch for cleanliness, proper staffing, uniforms, no eating in departments, events in the hotel etc.  Check in with each department and discuss with manager, supervisor and/or associates the evening’s activities:
    • Front Desk: Occupancy, late check outs, arrivals, VIP’s, groups, special needs such billing, flyers or credit issues, employee breaks, closing duties.
    • Make it Right Attendant: employee breaks, closing duties.
    • Bell Attendants: arrivals, VIP’s, groups, coordinate parking lot patrols, employee breaks, closing duties.
    • Housekeeping: Late check outs, turn down service, employee breaks, closing duties.
    • Kitchen: amenity requests, banquet events, employee breaks, closing duties.
    • Restaurant: groups on own, reservations of large parties, employee breaks, closing duties.
    • Banquets: evening events, setups for next day, equipment in meeting rooms, employee breaks, closing duties.
    • Bar/Lounge: using a jigger, intoxicated guests, security issues, employee breaks, last call, closing duties.
    • Executive Lounge: Food supply, employee break, closing duties.
    • Engineering: Duty engineer, employee break, closing duties.
    • Employee Breakroom: Freshness of food, adequate servings for staff, ensure all food is stored properly after service is complete, and ensure the overall cleanliness of the breakroom.

Front Desk

  • Welcome and register guests expeditiously, provide information to guests as needed, obtain identification and credit/check approval as directed by hotel policy. Verify rate and departure date.  Confirm and modify information required to complete the registration process per hotel procedures.
  • Check departing guests out of the hotel as per hotel procedures.
  • Sell guest rooms, food & beverage outlets and seasonal hotel promotions.
  • Review Front Desk log when coming on shift and record pertinent information as needed throughout shift.
  • Post charges to individual room or master account.
  • Complete tasks on daily checklist.
  • Communicate with other hotel departments to maintain a high level of guest satisfaction.
  • Adhere to guest safe deposit box procedures.
  • Adhere to policies regarding handling of employee’s cash bank.
  • Reconcile all charges and cash received during shift.
  • Complete other duties as assigned.
  • Sell Hilton Honors Rewards Program to guests.
  • Ensure all equipment is in operation order and all supplies are up to par.
  • Process mail, messages, faxes and packages.
  • Assist Guest Assistant Attendant as needed in answering phones.
  • Responsible for knowledge of groups and functions in the Hotel on a daily basis.
  • Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
  • Ensures total guest satisfaction.

Staff Management

  • Hold a pre-shift meeting with staff prior to reporting to stations.
  • Be prepared for each daily activity and review any variations with management and staff.
  • Work shifts are covered with adequate staff, ensure correct staffing during peak periods and high occupancy.
  • Communicate daily with department managers and MOD to assure consistency and pass on pertinent information.
  • Consistently monitor the performance of associates on an on-going basis and assist the department manager in providing feedback. Reward, discipline and document associate performance and provide timely counseling.  Address associate complaints and resolve problems. 
  • Supervise the staff and handle associate situations.
  • Ensure staff is properly groomed and uniformed at all times.
  • Ensure work area cleanliness is maintained at all times.
  • Maintain efficiency in the operation of the staff in a high standard of quality of service and courtesy, bringing total satisfaction to our guests and the hotel.
  • Assist department manager in maintaining close control and inventory of uniforms, supplies, and equipment.
  • Assist in the preparation of weekly schedules in accordance to guest needs and staff availability.
  • Conduct frequent hospitality audits to ensure the staff are conducting themselves in the manner appropriate for the department. Ensure service standards are in place.
  • Maintain a complete and accurate set of logs.
  • Prepare and submit accident or injury reports when needed.
  • Be a Team Player and encourage the teamwork attitude among staff.
  • Ensure all guests who experience a problem receive an appropriate response, any promised compensation is delivered, and appropriate follow up in a timely and professional manner.
  • Carries out supervisory responsibilities in accordance with Hotel policy and applicable laws.
  • Plan, assign and direct work of associates.
  • Promote open channels of communication between all hotel departments.
  • Assist in safety and maintenance by tracking items in HotSos for relevant department

Training

  • Ensure all associates are safety conscious and trained in safe work practices.
  • Have a thorough knowledge of hotel fire regulations and policy, accident reports, safety programs, and what the direct duties are in relation to each; ensure that all associates are properly trained in these procedures.
  • Assist the department manager with implementing the proper training program.
  • Assist with new hire training.

ADMINISTRATIVE

  • Understand and adhere to budgeted wage and hour limitations for associates.
  • Attends department meetings and as needed, attends interdepartmental meetings.
  • Be familiar with the operating procedures of all other areas of the hotel, cooperating fully and in a friendly manner with those areas to assure customer satisfaction.
  • Notify management of any pertinent information related to shift activities.
  • Determine the requirements for and the follow up on special groups, VIPs, etc.
  • Follow supervisor’s instructions and completes other duties as directed or assigned.
  • Prepare payroll as needed.
  • Receive advance deposits at the desk for future reservations and process as per policy.
  • Regularly walk the guest room corridors and inspect corridors for cleanliness, trays, security concerns, maintenance issues, noise issues, etc. 

The Hilton DC National Mall provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disability.If you need accommodation for any part of the employment process because of a medical condition or disability, please send an e-mail to Rebecca.dawes@hiltondcnationalmall.com to let us know the nature of your request.

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)

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About This Employer

Hilton Washington DC National Mall

480 L'Enfant Plaza
Washington, DC 20024

367 Room Hotel

www3.hilton.com

At A Glance

We’re located just steps from the Air & Space Museum, Museum of Natural History, the Wharf, Department of Energy, U.S. Post Office, the NEW International Spy Museum and L’ Enfant Metro Station. The only DC hotel with either 1 or 2 King beds in all of our spacious rooms, including 65-inch TVs and oversized walk-in showers. Guests can savor excellent dishes at L’ Enfant Bar and Grill. They can also enjoy our Executive Lounge and beautiful meeting and event spaces.

  • Silver LEED-certified hotel in Washington DC National Mall area
  • 367 spacious rooms and suites, all with floor-to-ceiling windows
  • Hotel restaurant, lounge, café and market, plus daily room service
  • Resort-style seasonal outdoor pool and expansive fitness center
  • Chic event space for meetings and weddings of up to 800 guests
  • Executive Lounge with daily refreshments and concierge services