Front Desk Supervisor
Company: The Madison, Washington DC
Location: Washington
Posted on: November 26, 2022
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Job Description:
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.
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.
About Us
This 356-room colonial inspired yet contemporary hotel draws
visitors, families, and locals alike for meals and meetings,
overnights and nightcaps, seeing the city and governing the
country. Our guests take sanctuary from the hustle and bustle of
the city in the sophisticated guestrooms and select suites with
extra space to spread out and all the comforts of home.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? Studies have
shown that women and people of color are less likely to apply to
jobs unless they meet every single qualification. 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.
Keywords: The Madison, Washington DC, Washington DC , Front Desk Supervisor, Other , Washington, DC
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