Front Desk Supervisor - Embassy Suites by Hilton Dulles Airport

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 such as Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels, including The Watermark Hotel, The Hay-Adams Hotel, and Perch Putt. These properties are operated by a team of over 1,000 hospitality professionals.

At the Embassy Suites by Hilton Dulles Airport hotel, enjoy all-suite accommodations in Herndon, VA, less than 3 miles from Washington Dulles International Airport. This hotel is 25 miles west of Washington, D.C., and near popular tourist sites and global businesses.

About the role

This position is responsible for ensuring outstanding guest service and effective front desk operations. Using leadership skills, you will drive revenue, maximize profit, and ensure quality while managing staff to achieve guest satisfaction, positive team relations, and financial results.

Responsibilities

• Guest Service: Ensure guest satisfaction by meeting service standards and addressing needs or concerns promptly, focusing on service recovery when applicable. Train and model appropriate guest service standards, holding staff accountable for exceeding guest expectations. Develop and implement creative service programs to increase guest satisfaction and achieve revenue goals.
• Financial Results and Cost Control: Manage expenses to maximize hotel profitability, including effective labor management through proper scheduling and adjustments based on business needs. Implement cost-saving measures and efficient purchasing strategies to meet or exceed budget goals. Assist with department budget preparation and management while maintaining company assets within budget guidelines. Advise and implement changes to front desk operations to maximize revenue and occupancy.
• People Management and Training: Evaluate staff performance, provide corrective action as needed, and motivate staff through goal-setting, feedback, and recognition. Responsible for interviewing, hiring, coaching, and developing team members. Ensure all required training is completed and records are maintained. Analyze quality issues, identify training needs, and implement improvements. Promote a collaborative and professional work environment.
• Self/Workload Management: Attend department/hotel meetings to ensure proper communication and planning. Manage all front desk initiatives with high attention to detail, strong communication skills, and leadership ability. Demonstrate excellent organization skills, creativity in problem-solving, and the ability to manage multiple priorities in a fast-paced environment with tight deadlines. Adhere to all B. F. Saul Company Hospitality Group Standard Operating Procedures.
• Safety/Risk Management: Conduct routine inspections of front desk operations to maintain standards per company, local, state, and federal regulations. Ensure a clean and safe work environment and follow all procedures for guest and team member incidents.

Requirements

• High school diploma or GED required.
• 1+ years of prior guest service experience, preferably in a hospitality setting.
• Excellent verbal communication skills.
• Attention to detail, customer-focused mindset, and ability to perform in a fast-paced environment.
• Ability to lift, push, and pull up to 75 pounds on an occasional basis.

Benefits

• Well-Being Benefits:
  • Health Insurance
  • Dental & Vision Insurance
  • Short & Long Term Disability
• Long Term Planning:
  • 401(k) Retirement Program
  • Paid Life Insurance
  • Tuition Reimbursement
• Team Member Programs:
  • 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
  • Weekly payroll
  • "Our Big 3" Mission Statement
  • Leaders of the Month/Year recognition

Pay

The actual base pay offered is determined by several variables, including qualifications, years of relevant experience, distinctive skills, level of education attained, and certifications or professional licenses held. Base pay ranges from $20 to $20 an hour and 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.