Front Desk Supervisor
Company Name:
Destination Hotels & Resorts
Front Desk Supervisor
Property Embassy Suites at the Chevy Chase Pavilion
Company Introduction Destination Hotels & Resorts began in 1972 with the development and management of condominium resorts. Since then, we have grown to become consistently ranked as one of the top ten hospitality & property management companies in the country (ranked by Hotel Business Magazine) with more than 9,300 employees, over 9,600 hotel rooms and condominium units, and more than $2.2 billion in assets under management. We are a wholly owned subsidiary of Los Angeles-based Lowe Enterprises, a privately-held, national real estate organization active in commercial and hospitality property management investment, and development. Since its inception, Lowe has been responsible for more than $16 billion in assets nationwide.
Destination Hotels & Resorts fosters a creative, entrepreneurial and energetic work environment where people come to work and have the opportunity to make personal contributions to the business in which they work. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization, while accepting full responsibility and accountability. Your role will be integral to the success of meeting our clients expectations and the continued growth of the company. We strive to create a work place culture that values family, work life balance, and community. We help develop our associates and provide support for them to be professionally successful and to have future growth opportunities predicated on that success.
Property Introduction A Washington, DC hotel located in the heart of the nation''s capital, Embassy Suites at the Chevy Chase Pavilion is within a towering glass pavilion. This vacation destination offers hotel guests easy access to an endless variety of dining and elegant shops. Directly below, a convenient Metro station easily transports you to Washington DC''s historical and business centers, as well as the city''s many famous attractions. Every Embassy Suites hotel room offers a spacious and comfortable Washington DC lodging experience, and every guest of this Washington DC family hotel receives a complimentary, cooked-to-order breakfast each morning, free beverages at the manager''s reception every evening, and complimentary use of the Pavilion Health and Swim Club.
Job Description
JOB OVERVIEW
Oversee the functions of the Front Office and Front Office staff while providing a personal and courteous check in and check out for the guest. Must be aware of the scheduled functions of the hotel, all emergency procedures and policies to assist the guests in all situations.
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment.Use equipment only as intended.
Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Maintain complete knowledge at all times of:
oall hotel features/services, hours of operation.
oall room types, numbers, layout, decor, appointments and location.
oall room rates, special packages and promotions.
odaily house count and expected arrivals/departures.
oroom availability status for any given day.
oscheduled in-house group activities, locations and times.
oall hotel and departmental policies and procedures.
Access all functions of the computer system.
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
Ensure that staff report to work as scheduled.Document any late or absent employees.
Coordinate breaks for staff.
Assign work duties to staff.
Conduct pre-shift meeting with staff and review all information pertinent to the day''s business.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, Reservations staff and Concierge staff.
Monitor the hotel front entrance and resolve any congested situations.
Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
Monitor guest mail and ensure that it is processed according to procedures.
Monitor and ensure that express check-outs are processed through the system.
Monitor the staffs'' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Assist staff with their job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Assist guests with reports of lost/stolen articles, following hotel policy.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.Document each call according to procedures.
Ensure security of guest room access.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
oContracted banks
oShortages/overages
oLate charges
oPetty cash/paid outs
oAdjustments
Required Qualifications
Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
Previous supervisory experience required; minimum of 1 year preferred
Previous hospitality experience
Previous experience with Windows, Office, and SMS or similar property management system.
Must be able to speak, read, write, hear and understand the English language.
Must be able to handle multiple tasks in a fast paced environment.
Ability to sustain composure at all times and remain calm during difficult situations.
Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.
Possess strong leadership, motivational, organizational and verbal communication skills.
Excellent office and organizational skills including office procedures, filing systems and equipment.
Must be able to work, varied shifts and flexible schedules
Preferred Qualifications
City Washington
State DC
Job Type Full Time
Type of Position Hourly PositionEstimated Salary: $20 to $28 per hour based on qualifications.
Destination Hotels & Resorts
Front Desk Supervisor
Property Embassy Suites at the Chevy Chase Pavilion
Company Introduction Destination Hotels & Resorts began in 1972 with the development and management of condominium resorts. Since then, we have grown to become consistently ranked as one of the top ten hospitality & property management companies in the country (ranked by Hotel Business Magazine) with more than 9,300 employees, over 9,600 hotel rooms and condominium units, and more than $2.2 billion in assets under management. We are a wholly owned subsidiary of Los Angeles-based Lowe Enterprises, a privately-held, national real estate organization active in commercial and hospitality property management investment, and development. Since its inception, Lowe has been responsible for more than $16 billion in assets nationwide.
Destination Hotels & Resorts fosters a creative, entrepreneurial and energetic work environment where people come to work and have the opportunity to make personal contributions to the business in which they work. We value passionate people who love to be challenged and desire the freedom to contribute to the overall success of the organization, while accepting full responsibility and accountability. Your role will be integral to the success of meeting our clients expectations and the continued growth of the company. We strive to create a work place culture that values family, work life balance, and community. We help develop our associates and provide support for them to be professionally successful and to have future growth opportunities predicated on that success.
Property Introduction A Washington, DC hotel located in the heart of the nation''s capital, Embassy Suites at the Chevy Chase Pavilion is within a towering glass pavilion. This vacation destination offers hotel guests easy access to an endless variety of dining and elegant shops. Directly below, a convenient Metro station easily transports you to Washington DC''s historical and business centers, as well as the city''s many famous attractions. Every Embassy Suites hotel room offers a spacious and comfortable Washington DC lodging experience, and every guest of this Washington DC family hotel receives a complimentary, cooked-to-order breakfast each morning, free beverages at the manager''s reception every evening, and complimentary use of the Pavilion Health and Swim Club.
Job Description
JOB OVERVIEW
Oversee the functions of the Front Office and Front Office staff while providing a personal and courteous check in and check out for the guest. Must be aware of the scheduled functions of the hotel, all emergency procedures and policies to assist the guests in all situations.
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Maintain complete knowledge of correct maintenance and use of equipment.Use equipment only as intended.
Anticipate guests needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Maintain complete knowledge at all times of:
oall hotel features/services, hours of operation.
oall room types, numbers, layout, decor, appointments and location.
oall room rates, special packages and promotions.
odaily house count and expected arrivals/departures.
oroom availability status for any given day.
oscheduled in-house group activities, locations and times.
oall hotel and departmental policies and procedures.
Access all functions of the computer system.
Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
Ensure that staff report to work as scheduled.Document any late or absent employees.
Coordinate breaks for staff.
Assign work duties to staff.
Conduct pre-shift meeting with staff and review all information pertinent to the day''s business.
Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
Constantly monitor staff performance in all phases of service and job functions.; rectify any deficiencies with respective personnel to include Front Desk staff, Bell/Door staff, PBX staff, Reservations staff and Concierge staff.
Monitor the hotel front entrance and resolve any congested situations.
Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
Monitor guest mail and ensure that it is processed according to procedures.
Monitor and ensure that express check-outs are processed through the system.
Monitor the staffs'' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
Assist staff with their job functions to ensure optimum service to guests.
Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
Assist guests with reports of lost/stolen articles, following hotel policy.
Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.Document each call according to procedures.
Ensure security of guest room access.
Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
oContracted banks
oShortages/overages
oLate charges
oPetty cash/paid outs
oAdjustments
Required Qualifications
Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
Previous supervisory experience required; minimum of 1 year preferred
Previous hospitality experience
Previous experience with Windows, Office, and SMS or similar property management system.
Must be able to speak, read, write, hear and understand the English language.
Must be able to handle multiple tasks in a fast paced environment.
Ability to sustain composure at all times and remain calm during difficult situations.
Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.
Possess strong leadership, motivational, organizational and verbal communication skills.
Excellent office and organizational skills including office procedures, filing systems and equipment.
Must be able to work, varied shifts and flexible schedules
Preferred Qualifications
City Washington
State DC
Job Type Full Time
Type of Position Hourly PositionEstimated Salary: $20 to $28 per hour based on qualifications.
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