SUPERVISOR FRONT DESK

About the role

The Bethesdan Hotel, Tapestry Collection by Hilton is located in downtown Bethesda, one mile from Walter Reed and NIH, and close to the Medical Center Metro. We are seeking a Full-Time Supervisor Front Desk Agent.

Job Overview

Supervise the daily operations of the Front Desk staff to maximize revenues and profits while ensuring optimal guest satisfaction. Must be available to work any shift, including weekends and holidays.

Essential Job Functions

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication, and recommend discipline and/or termination when appropriate.
• Respond to guest’s special requests, needs, problems, issues, and concerns and accommodate groups to ensure optimal guest satisfaction and repeat business.
• Implement company programs and supervise the daily operations of the Front Desk to comply with SOPS and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
• Supervise the Guest Service Agents.
• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. Resolve customer complications and complaints by conducting thorough research of the situation and determining the most effective solutions. Make decisions and take action based on previous experience and good judgment, sometimes revising approach to accommodate unusual situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.
• Comply with attendance rules and be available to work on a regular basis.
• Perform any other job related duties as assigned.

Required Skills and Abilities

• Ability to communicate in English.
• Self-starting personality with an even disposition.
• Maintain a professional appearance and manner at all times.
• Communicate well with guests.
• Willingness to “pitch-in” and help co-workers with their job duties and be a team player.
• Effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information and resolve conflicts.
• Basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to stand, walk, and continuously perform behind the front desk.
• Ability to observe and detect signs of emergency situations.
• Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated.

Performance Standards

• Customer Satisfaction: Positive interaction with Crescent staff is essential to a positive guest experience. Treat all guests and associates with courtesy and respect, under all circumstances.
• Work Habits: Adhere to hotel standards for work procedures, dress, grooming, punctuality, and attendance. Be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever unsure.
• Safety & Security: Adhere to hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

Qualifications

• Front desk:
• Experience: Preferred 2 years: Front desk; Required 2 years: Customer service.

Benefits

This is a full-time position with benefits.

Pay

Competitive salary.

Schedule

Full-time schedule.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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.

Note 2

This description is subject to change, in 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.

Company Information

The Bethesdan Hotel, Tapestry Collection by Hilton is a hotel with 270 rooms, minutes from the Medical Center Metro station. We are a mile from Walter Reed National Military Medical Center, and the Medical Center Metro station is a 13-minute walk – or take our free shuttle. Enjoy the views from our seasonal rooftop pool.