The Bethesdan Hotel, Tapestry Collection by Hilton features 270 well-appointed guest rooms, 16 conference rooms and 15,000 square feet of meeting space. 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. The hotel is minutes away from the National Institutes of Health and Walter Reed National Military Medical Center. 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 a Front Desk Supervisor to join the team. The Front Desk Supervisor is responsible for assisting the Front Office Manager in supervising the day to day Front Desk operation and providing guidance and leadership to Guest Service associates while ensuring consistent quality and genuine guest service is delivered.

JOB DUTIES:

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business.
• Greet guests immediately with a friendly and sincere welcome. Have thorough knowledge of the hotel operation, amenities offered and local area.
•  Check in and check out guest using the hotel management system efficiently, accurately post charges as needed and follow call cash handling and credit policies
• Be familiar with all in-house groups and VIPs
• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
• Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.
• 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.
• 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 and can communicate well with guests. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. 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 guests, 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 and able to effective assist in defusing 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. Must be able to work weekends and holidays. 

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)