Front Desk Supervisor

HEI Hotels & Resorts; Washington; On-site; USD 43,000 - 45,000; Full time

Job summary

HEI Hotels & Resorts is seeking a Front Desk Agent to assist the Front Office Manager in delivering high-quality guest service and smooth check-in/check-out experiences at our Washington, United States location. You will greet guests, handle requests, and ensure efficient service while supporting brand standards and policies.

The role requires one year of customer service in hospitality, weekend availability, and strong communication.

Qualifications

• One year experience in customer service in hospitality or similar industry.
• Must be available to work weekends and holidays.
• Ability to deal with customers with patience, tact and diplomacy to resolve conflicts.
• Basic math skills and calculator proficiency for moderate calculations.
• Ability to input information using a moderately complex computer system.
• Ability to stand and perform at the front desk and recognize emergency signs.

Responsibilities

• Communicate clearly to staff and guests, and supervise guest service agents.
• Greet guests warmly; provide information on hours and local attractions.
• Complete check-in/check-out processes; promote HEI Hotels and Resorts programs.
• Process payments and balance house accounts; handle vouchers and cash.
• Answer phones promptly and relay messages to guests.
• Handle guest issues by researching and resolving problems promptly.
• Maintain accurate room availability and revenue reports.

Skills

Customer service

Hospitality

Weekend availability

Patience & diplomacy

Computer skills

Cash handling

Tools

POS system

Job description

About Us

This newly branded and renovated 356-room hotel reflects the Golden Age of travel with a mid-century modern design. Our guests discover a new comfort in the heart of the city in deluxe guestrooms and premium suites with Malin + Goetz amenities and all the comforts of home which embodies the spirit of our nation’s capital blending modern glamour with rich historical charm. Whether you are looking for a full-time career or something part-time, our team is ready to welcome you to the family. You can be part of a passionate team that has fun, works hard, and loves one another. When you join the HEI family, you also get the benefit of the HEI Loves culture. HEI Loves is dedicated to celebrating our associates by offering the most competitive compensation, benefits, and PTO programs. Our associates are also eligible to take advantage of everything from health and wellness packages and robust retirement plans to travel benefits, product and service discounts, and much more.

Don’t meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Compensation

Salary Range: $31.25 - $32.00

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? No

Overview

Assist the Front Office Manager in managing the Front Office operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals. Ensure that the arrival, departure, and any other guest contact experience are conducted in an efficient and friendly manner.

Essential Duties and Responsibilities

• Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.

• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.

• Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote HEI Hotels and Resorts and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out.

• Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler’s checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

• Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

• Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. 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 situation. Authorize revenue allowances to remedy problems only after other alternative solutions have been offered.

• Communicate both verbally and in writing to provide clear direction to staff.

• Comply with attendance rules and be available to work on a regular basis.

• Perform any other job-related duties as assigned.

Qualifications and Skills

• One year experience in customer service in hospitality or similar industry.

• Must be available to work weekends and holidays.

• 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 with or without reasonable accommodation.

• 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.

• Effective verbal and written communication skills.

• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dentalprograms through Anthem Blue Cross Blue Shield as well asVision insurance programsthrough EyeMed.Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off.HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our ‘YouDecide’ and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.