Asst. Front Office Manager - Washington, United States - The VEN at Embassy Row Hotel, Washington DC, A Tribute Portfolio Hotel

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 are my essential job functions?

Guest Services:

• 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 inhouse 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 checkin 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.
• Followup 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 checkin/checkout, 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 checkout 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 calloffs.
• 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, wakeup 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.

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 serviceoriented 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