Front Desk Manager - B.F. Saul Company Hospitality Group

B. F. Saul Company Hospitality Group is a subsidiary of the largest private real estate company in the Washington, D.C. area, with over 130 years of operation. The Hospitality Group manages a portfolio of more than 20 business-class hotels under top brands, including Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels, as well as The Watermark Hotel, The Hay-Adams Hotel, and Perch Putt. These properties are operated by a team of over 1,000 hospitality professionals. Our Embassy Suites By Hilton Dulles Airport hotel in Herndon, Virginia, offers access to the Silver Line Metro just a mile away at the Innovation Center stop.

About the role

The Front Desk Manager is responsible for ensuring outstanding guest service and effective front desk operations. This role uses leadership skills to drive revenue, maximize profit, and maintain quality while managing staff to ensure guest satisfaction, positive team member relations, and financial success. The schedule is based on business needs.

Responsibilities

• Guest Service: Accountable for guest satisfaction by ensuring service standards are met and addressing guest needs and concerns promptly, with a focus on service recovery. Trains and models appropriate guest service standards, holding staff accountable for exceeding guest expectations. Develops and implements creative service programs to increase guest satisfaction and achieve revenue goals.
• Financial Results and Cost Control: Manages expenses to maximize hotel profitability, including effective labor management through proper scheduling and adjustments based on business needs. Implements cost-saving measures and efficient purchasing strategies to meet or exceed budget goals. Assists with department budget preparation and management. Maintains company assets within budget guidelines and advises on operational changes to maximize revenue and occupancy.
• People Management and Training: Evaluates staff performance, provides corrective action, and motivates team members through goal-setting, feedback, and recognition. Responsible for interviewing, hiring, coaching, and developing all team members. Ensures all required training is completed and records are maintained. Identifies training needs and implements improvements. Promotes a collaborative and professional work environment.
• Self/Workload Management: Attends department/hotel meetings to ensure proper communication and planning. Manages all front desk initiatives with high attention to detail, strong communication, leadership, and organizational skills. Must handle multiple priorities in a fast-paced environment with frequent interruptions and tight deadlines. Adheres to all B. F. Saul Company Hospitality Group Standard Operating Procedures.
• Safety/Risk Management: Conducts routine inspections of front desk operations to maintain standards per company, local, state, and federal regulations. Ensures a clean and safe work environment and follows procedures for guest and team member incidents.

Requirements

• Education: High school diploma or GED required; college degree or equivalent experience preferred.
• Experience/Knowledge/Skills/Abilities:
  • 2+ years of customer service experience.
  • 1+ years of supervisory/management experience.
  • Detail-oriented with strong communication skills for all organizational levels.
  • Ability to problem-solve with team members and guests.
  • Capable of managing multiple priorities in a fast-paced environment.
  • Clear written and verbal communication skills.
• Physical: Ability to lift, push, or pull up to 75 pounds on an occasional basis.

Benefits

• Well-Being Benefits:
  • Health Insurance
  • Dental & Vision Insurance
  • Short & Long Term Disability
  • Vacation Policy
  • Weekly Pay
  • Incentive Eligible
• Long Term Planning:
  • 401(k) Retirement Program
  • Paid Life Insurance
  • Tuition Reimbursement
• Team Member Programs:
  • Our Big 3 Mission Statement
  • Leaders of the Month/Year
  • Annual Performance Appraisals and Wage Increase Opportunities
  • Annual Team Member Banquets
  • Annual Team Member Engagement Survey
  • Discounted Room Rates for Team Members, Family, and Friends
  • Complimentary Room Stays

Pay

$55,000 - $65,000 a year. The actual base pay offered is determined by variables such as qualifications, years of relevant experience, skills, education, certifications, or professional licenses. Base pay is one component of the total compensation package, which also includes healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, and bonus plans.