Front Desk Supervisor

The Crescent Hotels Group; Bethesda (MD); On-site; USD 42,000 - 54,000; Full time

Job summary

The Bethesdan Hotel, Tapestry Collection by Hilton, part of Crescent Hotels & Resorts, is seeking a personable Full-Time Supervisor Front Desk Agent in downtown Bethesda. You will supervise daily front desk operations and support guest satisfaction at a busy hotel.

The ideal candidate has at least 2 years of front desk or customer service experience, excellent English communication, and a team-focused approach.

Qualifications

• 2 years of front desk experience preferred.
• 2 years of customer service experience required.
• Must communicate effectively in English.

Responsibilities

• Supervise daily front desk operations to maximize guest satisfaction and revenue.
• Interview, hire, train, and evaluate staff; handle disciplinary actions when needed.
• Respond to guest requests and accommodate groups to encourage repeat business.
• Enforce SOPs/LSOPs and motivate staff to deliver quality service.
• Remain calm and resolve customer issues, especially during busy periods or emergencies.

Skills

Front desk

Customer service

English proficiency

Team player

Communication skills

Job description

Description

The Bethesdan Hotel, Tapestry Collection by Hilton is located in downtown Bethesda, we’re one mile from Walter Reed and NIH, and close to the Medical Center Metro. We are looking for a personable and friendly Full-Time Supervisor Front Desk Agent to join our team.

JOB OVERVIEW: Supervise the daily operations of the Front Desk staff to maximize revenues and profits while attaining optimal guest satisfaction. Must be able to work any shift, weekends and holidays.

ESSENTIAL JOB FUNCTIONS:

• Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline or termination when appropriate.
• Respond to guest’s special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of 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 situations. 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:

Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co-workers with their job duties and be a team player. Ability to 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. Ability to establish and maintain effective working relationships with associates, customers and patrons.

PERFORMANCE STANDARDS

Customer Satisfaction:
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should 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 you are not sure how to do something.

Safety & Security:
The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

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.

Furthermore, 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.

Qualifications

Front desk

Experience

• Preferred 2 years: Front desk
• Required 2 years: Customer service

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.

Source: Crescent Hotels & Resorts