Front Desk & Night Audit Lead — Guest Experience

Hotel Equities; Washington (District of Columbia); On-site; USD 42,000 - 66,000; Full time

Job summary

Hotel Equities is seeking a Front Office leader to oversee the front desk/night audit, guest services, and group bookings. The role includes payroll hours tracking, month-end reporting, and ensuring outstanding hospitality standards.

You will greet guests, verify reservations, and resolve issues promptly to maintain high satisfaction. The ideal candidate will manage HR within the group, hire/train staff, develop performance plans, and coach team members while maintaining strong communication

Qualifications

• High School diploma /Secondary qualification or equivalent.
• Experience with Opera PMS a plus.

Responsibilities

• Manage and lead the operations of the front desk/night audit to ensure an optimal level of service and hospitality is provided to the guests.
• Be self-motivated and use time wisely.
• Manage Human Resources in the group in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
• Prepare department schedules in accordance with labor standards, forecasted occupancy and business needs.
• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information.
• Promptly responds and resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service.
• Promote “preferred” guest program and provide recognition and benefits to all current members.
• Accept payment for guests’ accounts both at the time of registration and at checkout.
• Answer telephone promptly and properly being polite, courteous, and friendly
• Be knowledgeable and helpful about the local area, the hotel and hotel services
• Be an enthusiastic, helpful and positive member of the team
• Be professional, responsible and mature in conduct and behavior
• Be understanding of, encouraging to and friendly with all co-workers
• Maintain open line of communications with each department
• Respond positively to new ideas
• Openly accept critical/developmental feedback
• Be available to help other departments in emergency situations
• Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook
• Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concernsPromote an accident prevention program to minimize liabilities and related expenses.
• Perform other assignments as directed by the General Manger.
• Identifies and records special billing instructions
• Proofs payroll hours timely for all departments
• Responsible for tracking and balancing accounts
• Assists in month end accounting tasks, including owner tracking information, OTA commissions, and balancing accounts before month end.

Skills

Guest services

Front desk operations

Leadership

Payroll management

Scheduling

Customer service

Communication

Training and coaching

Problem solving

Teamwork

Education

High School diploma or equivalent

Tools

Opera PMS

Job description

Hotel Equities is seeking a Front Office leader to oversee the front desk/night audit, guest services, and group bookings. The role includes payroll hours tracking, month-end reporting, and ensuring outstanding hospitality standards.

You will greet guests, verify reservations, and resolve issues promptly to maintain high satisfaction. The ideal candidate will manage HR within the group, hire/train staff, develop performance plans, and coach team members while maintaining strong communication