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About This Job

ESSENTIAL JOB FUNCTIONS:

  • 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. Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS a, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
  • Prepare forecasts and reports and assist in the development, implementation, and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
  • Supervise the Guest Service Agent and Night Audit and Bell and Door teams.
  • 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.
  • Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.
  • 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 be knowledgeable of the Marriott brand system such as Light Speed, MARSHA, and GXP. Must have the ability to communicate in English.  Self-starting personality with an even disposition.   Always maintain a professional appearance and manner. 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 skills 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.

PERFORMANCE STANDARDS

Customer Satisfaction: 

Our customers are what we are about.  One of the keys to a positive guest experience is positive interaction with Crescent staff.  It is essential that you always remain professional, and that you treat all guests and associates with courtesy and respect, under all circumstances.  Every Crescent associate is a guest relations ambassador, every working minute of every day. 

Work Habits:

To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance.  You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security: 

The safety and security of our guests and associates is of utmost importance to Crescent.  Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

NOTE:        

This description excludes non-essential and marginal functions of the position that are incidental to the performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the associate’s supervisor.

Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, at all times, an “at will” associate.

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

The Ven at Embassy Row, Washington, D.C., a Tribute Portfolio Hotel

2015 Massachusetts Avenue NW
Washington, DC 20036

(202) 265-1600

231 Room Hotel

www.thevenembassyrow.com

Surrounded by Embassy Row’s stately mansions, The Ven at Embassy Row, Washington, D.C., a Tribute Portfolio Hotel blends the neighborhood’s ambassadorial heritage with stylish and comfortable amenities. Our address at Embassy Row is perfect for meeting up, making connections and forging relationships while in Washington, D.C. Here in the city’s diplomatic corridor, our hotel brings diverse travelers together, located steps from Red Line Metro Station and within easy access to the capital, notable landmarks and museums. Coming this spring, the Ven Café will offer the quality and convenience of thoughtful and seasonal fare throughout the day. This summer, take in views of the iconic Washington, DC skyline at The Rooftop, our 9th-floor pool and bar. Our three meeting rooms serve as the backdrop for your next event at Embassy Row. With a sophisticated, never stuffy, and all-inclusive spirit, our 231 guest rooms and suites reflect the bold style of Dupont Circle.