Assistant Front Office Manager

Bfsaulhotels; Washington (District of Columbia); On-site; USD 60,000 - 80,000; Full time

Job summary

The Hay-Adams, a luxury hotel in downtown Washington, DC, seeks a dedicated Front Office Supervisor to support the Front Office Manager in running day-to-day operations, guiding staff, and maintaining impeccable guest service. The role includes acting as Manager on Duty, handling issues, and ensuring smooth check-ins and check-outs.

Ideal candidates will have strong supervisory experience, superb communication skills, and a proficient understanding of hotel operations and safety procedures.

Qualifications

• Experience supervising guest services staff and front desk operations.
• College degree preferred; high school diploma required.
• Excellent communication and customer service skills.
• Strong multitasking and problem-solving abilities.
• Proficiency with hotel management software.

Responsibilities

• Assist the Front Office Manager in daily hotel front office operations.
• Act as Manager on Duty in the manager's absence, handling guest issues.
• Schedule shifts, manage payroll, and oversee front desk staff.
• Ensure adherence to service standards, policies, and safety procedures.
• Coordinate with other departments for guest needs and VIP arrivals.

Skills

Supervisory experience

Front office operations

Customer service

Communication skills

Multitasking

Problem solving

Education

High School diploma

College degree preferred

Tools

Hotel management software

Job description

Steeped in rich history and surrounded by the most iconic institutions of our nation, The Hay-Adams is the downtown Washington, D.C. hotel for discerning guests. Enveloped by views of the White House, St. John’s Church, and the scenic Lafayette Park, the 5-star accommodations at The Hay-Adams are the embodiment of refined residence. Marked by Washington, D.C.’s most accommodating amenities and dedicated services, The Hay-Adams is the boutique hotel of choice for the modern luxury traveler. The Hay-Adams offers an exceptional guest experience that goes beyond a good night’s sleep.

Position Scope

Assists the Front Office Manager in the daily running of front office operations, managing the staff and the daily activities. Act as the Manager on Duty for the hotel in the absence of the Front Office Manager, dealing with all issues that may arise.

Essential Duties and Responsibilities

The Hay Adams handbook, the department operation manual and hotel policies and procedures are part of this job description.

Manage the AM and PM shifts in the front office, making sure all employees perform the tasks assigned to them and coordinate the front office activities with other departments.

Implement nd manage all standards relating to areas supervised. Monitor activities of all employees in the front office making sure they adhere to the guidelines set in the standards of excellence, employee handbook and hotel policies and procedures, correcting and coaching where needed.

Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

Aware of any VIP arrivals, special requests and repeat guests.Check accommodations, making sure any special requests are carried out, greet them on arrival and escort to room if appropriate.

Inform all front office staff of daily activities, VIP arrivals, group activity etc.

Must be able to do scheduling, payroll and other paperwork (accounting, HR etc.)

Attend to the normal duties of the Front office manager in their absence.

Must be able to perform any tasks or duties of any employee in the front office.

Consistently strive to achieve maximum performance.Promote a professional service orientated environment at all times.

Assist the Front Office Manager in implementing and enforcing financial controls throughout the front office, helping with control of operating expenses and purchasing.

Must be fully aware and able to re-enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training.Is a member of the hotel’s emergency response team. Ensure staff is fully trained in emergency procedures.

Perform any other responsible duties as required and directed.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities

This position supervises Guest Services Representatives, Bell Staff, Door Person and Lobby Ambassador. They also supervise all hotel employees indirectly acting as the manager on duty.

Education and Experience

High School diploma, general education degree, international equivalent or three to six months experience in a related field required. College degree preferred, previous front office experience in a luxury property required. Previous supervisory/management experience required. Previous customer service experience preferred. General computer experience required. Hotel management computer systems experience preferred.

Language Skills

Must have good knowledge of English, ability to speak clearly read and write. Must have ability to listen or read instructions, memos, short correspondences and messages. Must have ability to write memos, short correspondences or messages. A second language preferred.

Mathematical Skills

Must have good mathematical skills, ability to add, subtract, divide and multiply six-digit numbers with decimals. Ability to work out percentages and discounts good understanding of financial documents, daily reports, P&L accounts and budgets.

Reasoning Ability

Ability to carry out detailed, involved instructions both written and oral, using common sense understanding required. Ability to deal with problems in a calm professional manner required. Ability to multitask handling many different issues at one time, prioritizing the issues and taking care of them.

Physical Ability

Ability to stand in a confined environment for long periods of time is required. Ability to use a computer screen for long periods required. Ability to spend long hours moving around, walking, sitting, standing and crouching while performing other duties. Must be able to work well under pressure and in emergency situations. Ability to occasionally lift bags up to 50lbs.

The actual base pay offered is determined by several variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held. Base pay is one component of B. F. Saul Company & Affiliates total compensation package, which also includes access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, bonus plans and more

The Hay-Adams is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled