About the position
As a key member of the front office team at the Embassy Suites by Hilton Dulles Airport, you will play a vital role in ensuring a positive experience for all guests. Your primary responsibility will be to anticipate guest needs and respond promptly, maintaining positive guest relations at all times. You will greet and communicate cordially with guests, efficiently checking them in and out of the hotel while ensuring that all interactions are professional and welcoming. In addition to guest interactions, you will be responsible for overseeing the staffing levels of front office associates. This includes interviewing, hiring, supervising, training, and scheduling front desk agents, front office supervisors, guest service aides, bell staff, concierge staff, and PBX operators. Your leadership will be crucial in creating a cohesive team that works together to provide exceptional service. You will also handle guest complaints with a focus on ensuring satisfaction in each interaction. This involves managing the guest resolution process, which includes investigating situations and employing creative problem-solving techniques to ensure that guests leave with a positive impression. Your role will require you to accurately manage and operate the MICROS system at the front office, handling all daily transactions, including those that are less frequent. You will work closely with the General Manager to manage day-to-day accounting responsibilities, ensuring that all financial transactions are processed correctly and sent to the centralized accountant. Additionally, you will manage on-property invoices, purchase orders, payroll timekeeping accuracy, and PTO requests, ensuring that all administrative tasks are completed efficiently and accurately.
Responsibilities
- Anticipate guest needs and respond promptly to maintain positive guest relations.
- Greet and communicate cordially with guests, checking them in and out of the hotel.
- Ensure proper staffing levels of front office associates, including interviewing, hiring, supervising, training, and scheduling staff.
- Resolve guest complaints and manage the guest resolution process to ensure satisfaction.
- Accurately manage and operate the MICROS system at the front office, handling daily transactions.
- Work with the General Manager to manage day-to-day accounting responsibilities.
- Manage on-property invoices, purchase orders, payroll timekeeping accuracy, and PTO requests.
Requirements
- High work ethic and self-initiative.
- Ability to work varying schedules to reflect the business needs of the property.
- Strong focus and attention to tasks, completing work assignments on time despite interruptions.
- Enjoy working as part of a team to provide great experiences for guests.
- Open to learning and working in a multi-role capacity.
- Strong organizational skills are required.
- Computer skills are required; familiarity with hotel operating systems such as OnQ, iBuy, ADP, Microsoft, and Delphi is preferred.
