Front Office Manager - Holiday Inn Dulles

B. F. Saul Company Hospitality Group; Sterling (VA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Front Office Manager to lead the front desk operations at a premier hotel. This role involves ensuring exceptional guest satisfaction, managing a dedicated team, and driving financial results through effective leadership. The ideal candidate will thrive in a dynamic environment, possess strong communication skills, and demonstrate a commitment to service excellence. Join a forward-thinking company that values integrity and teamwork, and take your career to new heights in the hospitality industry.

Benefits

Health Insurance

Dental & Vision Insurance

401(k) Retirement Program

Paid Life Insurance

Tuition Reimbursement

Discounted Room Rates

Complimentary Room Stays

Qualifications

• 2+ years of customer service experience and 1+ years in a supervisory role.
• Must be detail-oriented and possess excellent communication skills.

Responsibilities

• Ensure outstanding guest service and manage front desk operations.
• Evaluate staff performance and provide necessary training and feedback.
• Manage expenses and implement cost-saving measures.

Skills

Customer Service

Leadership

Problem Solving

Communication Skills

Detail Orientation

Education

High School Diploma or GED

College Degree or Equivalent Experience

Job description

B. F. Saul Company Hospitality Group is a subsidiary of the largest private real estate company in the Washington, D.C. area, and has been in operation for over 130 years. The Hospitality Group operates a portfolio of more than 20 business class hotels with top brands from Intercontinental Hotel Groups, Marriott International, Hilton, and Best Western Hotels: along with The Watermark Hotel, The Hay-Adams Hotel, and Perch Putt. These properties are operated by a team of more than 1,000 enthusiastic hospitality professionals!

Are you looking for a great place to work? As our new Front Office Manager, working with Loudoun County's largest hospitality owner and operator, you will have complete responsibility for ensuring outstanding guest service and effective operations of the front desk at the Full-Service Holiday Inn Washington Dulles Airport hotel. You will use leadership skills to drive revenue, maximize profit and ensure quality. Effective management of assigned staff to ensure guest satisfaction, positive team member relations and achievement of overall financial results.

**Schedule based on business needs as this is an evening shift position with hours fluctuating between 1pm – 11pm, with varying days off**

B. F. Saul Company Hospitality Group invites you to take your career to the next level! As a leading Owner and Management Company in the Hospitality Industry, our commitment to our team is in our “One Team!” values. Our integrated approach in obtaining top talent ensures key players who are committed to their professional and personal development represent our hotels, have a sound understanding of the industry, and possess significant attributes to enhance our culture. Joining our team says you are committed to guest satisfaction and promise to uphold the highest level of integrity.

Responsibilities

• Guest Service: Accountable for guest satisfaction by ensuring service standards are met and guests’ needs and concerns are responded to in a timely manner with a focus on service recovery when applicable. Works side by side with staff to train and model appropriate guest service standards. Responsible for holding staff members accountable for anticipating needs and exceeding guest expectations. Achieves business revenue goals by developing and implementing creative service programs designed to increase guest satisfaction.

• Financial Results and Cost Control: Responsible for management of expenses to maximize hotel profitability. Responsible for effective labor management through proper scheduling, monitoring, and adjusting based on business needs. Seeks and implements cost saving measures and efficient purchasing strategies in order to meet/exceed budget for expenses. Follows B. F. Saul Company Hospitality Group procurement guidelines and applies good business judgment. Assists with the preparation and management of the department budget. Manages and maintains company assets to stay within budget guidelines and prolong the life of company resources. Uses expertise to advise and implement changes to front desk operations as needed, while maximizing revenue and occupancy.

• People Management and Training: Responsible for evaluating staff performance and takes appropriate corrective action as needed to hold team members accountable. Motivates staff by setting goals, providing ongoing feedback, and rewarding/recognizing team members. Responsible for interviewing, hiring, coaching, and development of all team members. Responsible for all required training for department team members and ensuring training records are maintained. Analyzes quality issues, identifies training needs and ensures implementation to improve results. Utilizes available resources and adheres to B. F. Saul Company Hospitality Grouptraining policies. Promotes collaboration and positive, professional work environment.

• Self/Workload Management: Attends all daily, weekly and/or monthly department/hotel meetings to ensure proper communication/planning occurs. Responsible for all front desk initiatives. Must have high attention to detail, good communication skills and leadership ability. Must have excellent organization skills, a high degree of creativity to facilitate efficient problem solving. Must be able to manage multiple priorities and work in an environment with frequent interruptions and tight deadlines Adheres to all B. F. Saul Company Hospitality Group Standard Operating Procedures.

• Safety/Risk Management: Conduct routine inspections of front desk operations to maintain standards per B. F. Saul Company Hospitality Group, local, state and federal regulations. Ensures a clean and safe work environment, and follows all B. F. Saul Company Hospitality Group procedures for guest/team member incidents.

Qualifications

• Education:High school diploma or GED required, college degree or equivalent experience preferred.
• Experience/Knowledge/Skills/Abilities:2+ years of customer service and 1+ years supervisory/management experience required. Must be detail oriented, have ability to communicate well with all levels within and outside the organization, and be able to problem-solve with team members and guests. Must be able to manage multiple priorities in a fast-paced environment. Demonstrates clear written and verbal communication skills.
• Physical:Ability to lift, push or pull up to 75 pounds on an occasional basis.

Benefits:

• Well-Being Benefits:
• Health Insurance
• Dental & Vision Insurance
• Short & Long Term Disability
• Vacation Policy

• Long Term Planning:
• 401(k) Retirement Program
• Paid Life Insurance
• Tuition Reimbursement

• Team Member Programs:
• Our Big 3 Mission Statement Leaders of the Month/Year
• Annual Performance Appraisals and Wage Increase Opportunities
• Annual Team Member Banquets
• Annual Team Member Engagement Survey
• Discounted Room Rates for Team Members, Family and Friends
• Complimentary Room Stays
• Incentive Eligible
• Weekly Payroll

B. F. Saul Company Hospitality Group is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled