Front Desk Manager

HHM Hospitality; Washington (District of Columbia); On-site; USD 40,000 - 60,000; Full time

Job summary

HHM Hospitality is seeking a Front Desk Manager to oversee front desk operations and enhance guest satisfaction. The ideal candidate will possess leadership skills and hospitality experience, ensuring staff alignment with operational standards. This role also involves conflict resolution and active guest engagement to foster repeat stays.

Qualifications

• 1 to 3 years hospitality related experience, including front desk operations experience.

Responsibilities

• Manage front desk operations and ensure staff meet company standards.
• Resolve guest complaints and concerns effectively.
• Oversee front office operations in the absence of the Assistant General Manager.

Skills

Customer Service

Leadership

Conflict Resolution

Education

Associate’s or Bachelor’s degree

Job description

Overview

Opportunity: Front Desk Manager

Manage front desk operations to ensure staff meets company operational standards while providing the highest level of guest service.

Potential Career Path

Front Office Manager – Rooms Division Manager – Assistant General Manager

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Oversee all front office operations in the absence of the Assistant General Manager.
• Remain an active participant at the front desk, including checking in/out guests, preparing bills and handling guest requests.
• Resolve guest complaints and concerns by conducting thorough research of the situation and determining the most effective solutions.
• Respond to brand Guest Alerts for resolution as needed.
• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.
• Participate in lobby ambassador and other activities related to interacting with guests on an individual level. Thus creating a relationship and culture that will result in repeat stays.
• Assist in hotel food and beverage when needed, where applicable.
• Assist in monitoring of front office financial operations and ensurefront office compliance with accounting controls and procedures.
• Assist in development, implementation and monitoring of daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Review correspondence from guests and incident logs; direct staff according to information obtained.
• Review all brand correspondence for updates to procedures and standards and ensure all is communicated to the staff.
• Ensure front office supplies and merchandise for the gift shop and or market are fully stocked, and inventory is maintained.
• Work with the Sales office to ensure group resumes and group rooming lists are inputted and maintained.
• Monitor occupancy of guest room space to ensure most efficient use andminimize overbooking.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and followMSDS and OSHA standards.
• Perform other duties as requested by management.

Position Requirements

• Associate’s or Bachelor’s degree preferred.
• 1 to 3 years hospitality related experience, including front desk operations experience.

Work Environment and Context

• Work schedule varies and may include working on holidays and weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

About Us

HHM Hotels is proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, marital status, pregnancy, national origin, ancestry, age, religion, disability, veteran status, genetic information, citizenship status, or any other group protected by law.