Front Office Manager [AC by Marriott and Residence Inn Reston]

*HOTEL EXPERIENCE REQUIRED*

Our guests' first impression starts with you! As a Front Office Manager, you will support the team to welcome our guests to the hotel, providing a smooth check-in, processing payment, offering local insights, and paying attention to detail that will provide them with a friction-free experience stay.

The Front Office Manager is responsible for supervising, managing and overseeing the front office operations and personnel of the front desk and night audit.

• Assist in hiring, train, guide, and motivate department personnel, payroll administration for department personnel, and conduct all department personnel performance appraisals.
• Schedule staff according to budget guidelines.
• Assist the General Manager in resolving guest complaints concerning the front office.
• Establish effective front office communication and information system through logs, department meetings, and coaching and counseling. Set clear standards for employees and communicate all goals and results.
• Work closely with housekeeping, engineering, catering and sales to assure groups, guests, and special functions are handled smoothly.
• Ensure guest special requests are fulfilled.
• Monitor posting of guest charges and approve all adjustments to minimize lost revenue (Revenue daily packs).
• Train employees on emergency procedures.
• Train staff and ensure that the proper cash handling policies are in place and being followed.
• Train staff and ensure that proper direct bill and credit card procedures are in place and being followed.
• Responsible for training staff on new brand, hotel marketing, guest service promotions and/or advertisements.
• Responsible for training and monitoring staff on hotel and/or brand standards for guest services.
• Hold monthly training and staff meetings.
• Oversee the procurement and management of Front Office supplies and equipment, ensuring adherence to the budget.
• Monitor and report any issues with the Front Office POS system.
• Conduct comprehensive training for staff on POS systems, including Front Desk operations, services, and accounting systems.
• Provide training for staff on guest safety protocols, including privacy concerns and key control procedures.
• The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and employees may be asked to work shifts other than those they prefer or normally work. Adhere to all work rules, procedures, and policies established by the hotel, including, but not limited to, those contained in the employee handbook.

Secondary Responsibilities

• Coordinate wait-listed reservations with the sales department.
• Administer the hotel’s direct bill accounts, as directed by the General Manager.

Education and Experience

• Solid experience in Front Office operations including front desk, reservations, and PBX.
• Must have supervisory experience.

Skills and Abilities

• Clear, concise written, and verbal communication skills.
• Strong customer service orientation and skills.
• Superior interpersonal skills. Ability to get along with diverse personalities, tactful, and flexible.
• Excellent listening skills
• Ability to stand for a long period of time.
• Ability to work in a fast-paced environment.
• Ability to maintain control and composure in difficult situations and exhibit good judgment.

Benefits and Perks

Donohoe Hospitality Services is pleased to offer employees a comprehensive Benefits Package that includes health, dental, and vision insurance, leaves of absences, retirement plans, paid time off, hotel room discounts. and MORE! Through this selection of benefits and perks, we strive to provide employees with options that will enhance their quality of life in and out of work. *minimum 32 hours/week to qualify

If you're ready to bring your energy and skills to a team dedicated to delivering exceptional guest experiences, we want to hear from you! Apply today and be a key player in creating memorable moments for our guests.