Front Office Manager - Hotel Washington - Schulte Companies

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Hotel Washington is seeking a dynamic, service-oriented Guest Service Manager to join our team! HW is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team!

What's in it for you? When you join HW you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! HW provides a rewarding, fun and flexible work environment, exciting perks, a robust benefit package and an atmosphere designed to encourage and promote career growth within the company.

Our Company: Hotel Washington is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.

JOB DUTIES AND RESPONSIBILITIES

• Assist in the daily operations of the front office and Guest services team to deliver personal service that exceeds guest expectations.

• Support an environment of learning to ensure all members of the team are trained to understand and follow all standards of operation.

• Efficiently operate PBX and accurately connect incoming calls in a professional and efficient manner. All calls should be answered in 3 rings.

• Make reservations for all future guests for the hotel, restaurant, and spa, using up-selling techniques to maximize revenue. Understand the selling strategy for the hotel by knowing the status of room inventory and follow it closely to ensure the reservations are accepted for the correct rates and dates.

• Manage Guest reviews platforms and ensure all reviews are responded to in a timely manner.

• Ensure the accuracy of data in all systems and provide the necessary daily reports for all departments.

• Manage the daily overbooking levels and work collaboratively with all departments to ensure maximum occupancy. Conduct hotel call around on sold out days.

• Use a wide range of coaching skills to ensure that the team are well motivated and informed of day-to-day activity.

• Support realistic objectives for the team to ensure maximum occupancy and 100% guest satisfaction levels.

• Cover the night audit shifts as needed.

• Monitor the performance of the team and give regular feedback through meetings and appraisal methods.

• Attend operational meetings daily.

• Support recruitment efforts for the Front Office team and Guest service team.

• Monitor costs related to the front office department to agreed budgets and inventory levels.

• Oversee the guest breakfast program, ensuring all order are logged, posted, and communicated for accuracy in delivery.

• Responsible for the management of the AM/PM and overnight team ensuring that all night audit procedures are monitored, and figures and supporting documents are given to the Finance team.

• To play an active role in projects that involve the development and evolution of the Front Office and Guest services team.

• To assist Front Office Management team to manage any changes in hotel procedures.

• Support the management of the Front Office schedule ensuring that all days are covered to meet business needs.

• You’ll be hands-on and willing to regularly work both in the front and back of house, maintaining lobby presence, spending time with guests and team members alike.

• Contribute to departmental scheduling, hiring, and performance management.

• Maintain a positive and friendly attitude at all times, even when working to achieve solutions to challenges.

• Lend a hand to not only guests but your colleagues and team alike - we’ve always been in it together, but as we re-open even more so than before.

• You’ll work closely with the Housekeeping, Sales, and Restaurants teams to make sure the overall operation is running smoothly.

• You’ll take safety seriously and follow all fire & security procedures, health & safety standards, and ensure you’re working in a safe manner at all times.

EDUCATION AND EXPERIENCE

Minimum of three (3) years in a similar leadership role. (I.E. Guest Service supervisor, Assistant Guest Service Manager, etc.) 

Minimum of High School education, post-high school education preferred 

KNOWLEDGE, SKILLS AND ABILITIES

Basic math skills 

Ability to communicate effectively verbally and in writing 

Strong leadership skills 

Ability to exceed expectations of guests and team members 

Excellent time management skills 

In-depth knowledge of hotel Front Desk operations

Be flexible at all times to cover the unexpected needs of the hotel and outlets

Trains new agents in preparation for excellence in guest services 

PERKS/BENEFITS

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In addition to DailyPay, Hotel Washington offers a robust selection of perks/benefits that include, but aren't limited to: Paid Time Off, Unlimited Referral Bonuses, Growth and Career Opportunities, Hotel Discounts, 401K, Health/Dental/Vision Insurance, Short-Term/Long-Term Disability, Flexible Spending Accounts, Health Savings Account, Pet Insurance, Dependent Tuition Benefits, EAP Program, Marketplace Discounts at various retailers such as Disney, Apple, AT&T, Verizon and more, and a flexible and fun working environment!

*Hotel Washington is an Equal Opportunity Employer.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled