Hotel Director Of Front Office

DoubleTree by Hilton Hotel Annapolis • Annapolis, MD, US

Posted 3 hours ago

Description

We’re in search of a hotel front desk manager that will provide exceptional service, so every guest who stays with us becomes a repeat customer. You’ll be the face of the operation and the first person guests see when they come through the doors. You’ll be responsible for supervising staff, interacting with guests, and ensuring our high standards for customer satisfaction are met. If you have 1 year of previous hospitality experience and you’re looking for a leadership opportunity on an already fantastic team, apply now!

Responsibilities

Previous hotel front desk management experience required.
Oversee all Front Office operations, including guest service (check-in/check-out), room inventory, product quality, cost control, profitability, and department management.
Respond to guest requests, problems, complaints, and accidents promptly and courteously, ensuring follow-up to ensure satisfaction and addressing service trends.
Maximize room revenue and occupancy by reviewing daily status, analyzing rate variances, and monitoring credit reports. Take action on high-balance guests and manage no-show revenue.
Monitor and develop associate performance, including scheduling, counseling, evaluations, and providing recognition. Ensure all staff are knowledgeable about hotel services, events, and policies.
Implement marketing and up-selling strategies to increase room occupancy and revenue. Ensure associates are courteous, helpful, and knowledgeable.
Prepare employee schedules based on forecasts and productivity needs. Present the Wage Progress Report to the General Manager weekly and ensure smooth shift transitions.
Ensure compliance with hotel policies and regulations, maintain master key control, and ensure accurate room status communication.
Prepare and review reports related to Front Office operations, including revenue, occupancy forecasts, financial reconciliations, and room revenue.
Supervise Night Audit, monitor reports, and ensure accuracy in financial documents like credit card balances, cash reconciliation, and room revenue.
Enforce cash-handling policies, verify cashier’s deposits, and ensure proper uniform standards for Front Office staff.
Train, cross-train, and retrain all Front Office personnel. Participate in the selection of staff and ensure that all are proficient in systems, software, and guest service.
Manage communication within the department, including efficient use of radios and ensuring timely delivery of messages, packages, and mail.
Monitor VIP guests and special requests to ensure their satisfaction and maintain an organized and comprehensive filing system for all related documentation.
Assist in emergency procedures, collaborate with the General Manager and Engineering Department, and ensure proper preparedness across shifts.

Review payroll hours for Front Desk staff, ensuring timely submission to accounting and perform other duties as assigned by management.

Qualifications

Over 2 years of experience in office management in the hospitality industry as a front desk supervisor or similar position
Applicants must have a high school diploma or GED
Proficient bookkeeping skills, including experience with Microsoft Word and Excel, strongly desired
Have superb communication skills, management skills, and multitasking skills
Prior hospitality experience of 1 year is required for this position

Compensation

$78,000 - $81,000/year

About DoubleTree by Hilton Hotel Annapolis

Off US-50 at 210 Holiday Court, Annapolis, Maryland 21401, we offer a free shuttle within five miles, including to Westfield Annapolis Mall, restaurants around Annapolis Town Centre, and the US Naval Academy. Enjoy free parking, our Olympic-sized pool, and dining at our on-site restaurant, Ports of Call. We’ll welcome you with a fresh DoubleTree Chocolate Chip Cookie.