Description
The Bethesdan Hotel is a contemporary, boutique-style property located in downtown Bethesda, just minutes from Washington, D.C. We are part of the Tapestry Collection by Hilton , offering a unique blend of independent character with the support and standards of a major global brand.
Position Overview
We are seeking an experienced and service-driven Assistant Front Desk Manager t o support the daily operations of our Front Office and Guest Experience teams. This leadership role is ideal for a hospitality professional who is passionate about creating exceptional guest experiences, developing high-performing teams, and driving operational excellence.
What you will do:
Lead and support Front Office and Guest Experience associates in delivering exceptional guest service and hospitality.
Partner with Housekeeping, Engineering, Food & Beverage, Security, and other departments to deliver a seamless guest experience.
Promote a culture of accountability, teamwork, inclusion, and continuous improvement.
Employee Relations:
Assist and make recommendations to the Rooms Division Manager and/or Operations Manager in the areas of conducting performance evaluations, discipline and terminations as appropriate.
Provide information and assist staffs in recommending area restaurants, theaters, community events, activities, etc., to ensure optimum guest satisfaction.
Responsible for covering/finding replacements for call-offs.
Ensure proper communication to subordinates on all hotel activities in a way that ensures that guest needs are being met in a timely fashion.
Ensure all associates are properly trained on LightSpeed along with all other systems/procedures that will help them provide our guests with quality service.
Provide motivation to the department.
Administrative Duties:
Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc...)
Provide assistance to other employees and departments to contribute to the best overall performance of the department and hotel.
Participates in Hotel MOD program.
Perform other duties as assigned, requested or deemed necessary by management.
Abide by payroll policies, procedures (punch in/punch out), Meals and Rest Periods policy and CHR Rules of Conduct.
Champion Hilton Rewards or Guest Service Scores through guest enrollment initiatives and associate engagement.
What are we looking for?
We believe the success in this role will demonstrate itself through the following attributes and skills:
Must have knowledge of Front Office operations, great customer service skills, and must be a team player.
Long hours sometimes required.
Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Crescent Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, including wearing nametags.
Comply with Crescent Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information.
Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Perform other duties as requested by management.
Maintain a warm and friendly demeanor at all times.
To fulfill this role successfully,
Required Skills & Abilities
Strong leadership, communication, and interpersonal skills.
Ability to effectively resolve guest concerns and employee issues with professionalism and sound judgment.
Strong organizational and time management skills with the ability to multitask in a fast-paced environment.
Ability to build positive working relationships with guests, associates, and leadership teams.
Professional appearance and demeanor with a commitment to service excellence.
Ability to communicate effectively in both verbal and written formats.
Working knowledge of hotel systems and computer applications.
Ability to work flexible schedules, including evenings, weekends, and holidays.
Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work.
Must be proficient in Windows, Company approved spreadsheets and word processing.
Hilton experience preferred, but not required.
What's it like working for us?
At Crescent Hotels & Resorts, your career journey has countless possibilities. Crescent Hotels & Resorts, offers exciting positions across the company, from corporate roles to associates to property level leadership positions and internships. We offer dynamic work environments that inspire growth and curiosity. We are known as the employer of choice, and we encourage you to find your passion.
At Crescent, our differences are what make us great. That's why we are dedicated to creating an environment that encourages open conversations about diversity, race, equity and inclusion. We stand out because we believe in our people. Through education, recruiting and promoting diverse talent, we can strengthen our culture and community.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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 (https://www.eeoc.gov/poster) notice from the Department of Labor.
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Qualifications
Experience
Preferred
Passion for hospitality and creating personalized guest experiences.
Experience leading Front Desk Agents, Front Desk Supervisors, Night Auditors, Bell Staff, Drivers, and Security associates.
Demonstrated ability to coach, counsel, and develop associates.
Two or more years of Front Office, Guest Services, or Rooms Operations leadership experience in a hotel environment.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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 (https://www.eeoc.gov/poster) notice from the Department of Labor.
