What You’ll Do:

The Front Desk Manager is frequently the first or last greeting that a guest receives during their stay. Your friendly smile and engaging customer service attitude set the tone for our guests to enjoy what their visit brings. This role is key to the overall experience our guests will have. Your ability to be proactive, responsive, and caring will make a difference. If you enjoy interacting with people and have a high sense of responsibility- this role is perfect for you. The Front Desk Manager personifies the brand’s ethos and PM’s “LIVE” spirit and is passionate about sharing their local knowledge and positively impacting the guest’s experience by delivering personal and thoughtful hospitality.

The Front Desk Manager plans, manages, coordinates, monitors, and measures all Front Office operations (guest registration/check out, transportation, bell services, retail wall, telephone services, night audit, security, brand compliance) to ensure positive guest satisfaction and increase loyalty.

RESPONSIBILITIES AUTHORITIES:

• Always treat guests with courtesy and respect.
• Display honesty integrity.
• Be a hands-on do-er and inspirational leader to motivate team members to succeed and exceed expectations.
• Build strong relationships with colleagues.
• Stay updated with new hotel protocols, staff opportunities, revenue-building techniques, and other beneficial programs available within the department.

SPECIFIC DUTIES:

• Responsible for establishing a positive atmosphere in the lobby for guest relations
• Monitors daily status of rooms, rates, discount rates, and packages
• Coordinates blocking of rooms for groups Reviews and understands budgeted staffing levels to meet customer service goals, operational needs, and financial objectives
• Effectively builds and communicates a captivating narrative for hotel’s unique design elements
• Completes and monitors employee schedules
• Reviews guest satisfaction results and property audits through meetings, polls, reports, and inspections to identify areas of improvement
• Maintains current list of available rooms
• Regularly reviews department budget to meet budgeted wages and general expenses
• Initiate and implement up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue
• Solicits employee feedback, utilizing an “open door” policy
• Keeps track of rooms to ensure accurate status and readiness for check-in.
• Hires, trains, and develops direct employees
• Resolves guest issues promptly and calmly
• Works nights, weekends, and holidays as needed.
• Reviews employee satisfaction results to identify and address employee opportunity area and ensure employee loyalty
• Ensures proper communication between personal staff and other hotel departments
• Maintains productive relationships with various services
• Ensures timely and courteous service to guests
• Pre-registers guests according to standards
• Ensures VIP arrivals and accommodations are executed to the highest standard

WHAT ARE WE LOOKING FOR?

• Creative I Collaborative I Enthusiastic I People Person
• Dynamic leaders and self-starters
• Community builder
• Strong written and verbal communication skills
• Able to recruit and establish motivated and skilled workers
• Demonstration of problem-solving and interpersonal skills
• Luxury and independent hotel experience preferred
• Ability to effectively deal with unsatisfied employees, customers and clients, some of whom will require patience, tact, and diplomacy to defuse anger and collect accurate information to resolve conflicts.
• Honesty, integrity, passion for hard work, and success. Detail obsessed. Results-driven.

QUALIFICATIONS SKILLS:

• Minimum of 2-3 years in similar leadership role within the hospitality industry.
• High School Diploma/GED, post-high school education preferred

ABOUT PM HOTEL GROUP

• Awards Accolades:
• Recognized as a Best Place to Work in Hospitality as seen in Hotel Business (2019)
• Fastest-Growing Private Companies in DC – Washington Business Journal (2020 2019)
• Inc 5000 – Fastest-Growing Private Hospitality Companies (2019)

PM is PEOPLE-POWERED

At PM Hotel Group, we are passionate about fostering an environment that allows our associates to thrive. Creating a culture that emphasizes the importance of respect, teamwork, entrepreneurial spirit, and the drive to succeed, we encourage our associates to express themselves and their unique talents. We celebrate diversity and are committed to equity and inclusion. A top-15 hotel management company, PM Hotel Group, has over two decades of experience building relationships with brands, partners, and third-party hotel owners. We know that our greatest resource is our people, and this people-first mindset is at the heart of our corporate DNA.

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, at 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)

Experience

• 2 - 3 years: Leadership role within the hospitality industry.

Education

• Bachelors or better
• High School or better

Behaviors

• Team Player: Works well as a member of a group
• Innovative: Consistently introduces new ideas and demonstrates original thinking
• Leader: Inspires teammates to follow them
• Functional Expert: Considered a thought leader on a subject
• Enthusiastic: Shows intense and eager enjoyment and interest
• Dedicated: Devoted to a task or purpose with loyalty or integrity

Motivations

• Goal Completion: Inspired to perform well by the completion of tasks
• Self-Starter: Inspired to perform without outside help
• Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

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)