Front Desk Supervisor

Westin Hotels; Herndon (VA); On-site; USD 42,000 - 52,000; Full time

Job summary

The Westin Washington Dulles Airport is seeking a capable Front Office supervisor to lead daily operations at the Front Desk, Bell Stand, Valet, PBX, and Night Audit. You will guide associates to deliver exceptional guest service, uphold hotel standards, and mentor staff in professional conduct.

Responsibilities include supervising a diverse team, ensuring efficient check-in/check-out, handling guest requests with tact, and maintaining accurate records.

Qualifications

• Experience in hospitality or customer service.
• Ability to read, write and communicate effectively in English.
• College degree preferred; HS diploma with 2–3 years of experience acceptable.

Responsibilities

• Supervise the Front Desk, Bell Stand, Valet, PBX Operators and Night Audit to ensure guests receive outstanding service.
• Maintain high standards of guest service and professionalism in all interactions.
• Ensure compliance with hotel policies, safety procedures, and legal requirements.
• Coordinate with other departments to resolve guest issues quickly and effectively.
• Communicate clearly with staff and guests, both verbally and in writing.

Skills

Supervisory experience

Guest service

Front desk operations

English communication

Education

High school diploma

College degree preferred

Job description

The Westin Washington Dulles Airport
2520 Wasser Terrace
Herndon, VA 20171, USA

Description

Supervisory Responsibilities
Directly or indirectly supervises associates and/or supervisors. Carries out supervisory responsibilities inaccordance with the organization's policies, procedures and applicable laws. Responsibilities include butare not limited to: interviewing, hiring, and training associates; planning, assigning, and directing work;appraising performance; rewarding and disciplining associates; addressing complaints and resolvingproblems.

Major Responsibilities
Ensures that each Guest receives outstanding Guest Service by providing a Guest friendlyenvironment which includes greeting and acknowledging every Guest, maintaining outstandingstandards, solid product knowledge and all other components of Guest Service.
Empowered to guarantee total guest satisfaction, display hospitality and professionalism to ourguests at all times, take pride in representing AURO Hotels professionally with our guests andassuring that all transactions with guests are handled in a legal and ethical manner.
Understands and apply all property safety and security procedures to maintain a secure and safeenvironment for associates and guests at all times. In the event of an accident or emergency,gets medical attention if necessary and contacts the GM or Human Resources immediately.
Maintains a favorable working relationship with all company associates to foster and promote apositive working environment.

Essential Job Functions
Supervise the Front Desk, Bell Stand, Valet, Drivers, PBX Operators and Night Audit to insureguests receive outstanding customer service in all areas of the hotel.
Speak, read, write, and understand English in order to interact with guests, staff, handleadministrative duties, etc.
Manage multiple activities often in stressful situations.
Works with associates to provide outstanding customer service to guests.
Read, understand, interpret, and make decisions regarding information found in a variety ofrelated reports, financial statements, and other internal and external correspondence.
Possess strong working knowledge of hotel operations and front office management as well as a
strong working knowledge of the hospitality industry.
Ability to negotiate with confidence and to persuasively resolve guest issues.
Communicate and counsel associates as necessary.
Compose and express thoughts, both verbally and in writing, in a clear, professional manner toensure effective communications.
Organize oneself, one’s work, and the efforts of others and be attentive to detail.
Make effective judgments on the various components of the position and the property and toeffectively solve guest and operational problems.

Preferred

High School or better.

Required

Qualifications:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Experience/Education:College degree preferred; High School Diploma and/or 2‑3 years’ experience or equivalent combination of education & experience required.

Equal Opportunity Employer
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.