Front Office ManagerThe Hay-AdamsWashington, DC
A property of: B. F. Saul Company Hospitality Group
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Job Description

Overview

The Front Office Manager manages all aspects of the department including but not limited to operations, planning, budgeting, staffing and payroll in accordance with hotel policies and procedures. The Front Office Manager provides leadership and support to all members of the Front Office, implements and enforces the Hay Adams Standards of Excellence in all areas supervised.

Essential Duties & Responsibilities

  1. Perform all job duties and responsibilities in accordance with the Hay Adams handbook, the department operation manual as well as all hotel policies and procedures are part of this job description.
  2. Manage and monitor activities of all employees in the Front Office department making sure they adhere the standards of excellence and to the guidelines set in the employee handbook, hotel policies and procedures, coaching, training and correcting where needed.
  3. Maintain a professional and high quality service oriented environment at all times.
  4. Work closely with the Housekeeping Department to improve guest services and foster cross departmental communication.
  5. Coordinate daily activities with hotel management team on a daily basis.
  6. Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Standards of Excellence and promoting a strong team atmosphere and culture.
  7. Constantly strive to improve and perfect service in the department through training, employee evaluations and timely reviews.
  8. Be aware and able to enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Ensure staff is fully trained in emergency procedures. This position is a member of the hotel's emergency response team.
  9. Assist in ensuring that the hotel's Green Team remains invigorated and the mission is upheld, communicated and enforced throughout the organization as a member of the team.
  10. Perform any other duties as required and directed by Management. Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
  11. Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodations, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
  12. Undertake full responsibility for Scheduling and Payroll of the department.
  13. Undertake full responsibility for managing operating expenses and purchasing for the department
  14. Set Front Office Budget, monitor Profit & Loss and cash handling throughout the year. Supervise Upsell program at the Front Office and work as part of the Yield Management team to try and maximize revenue for the hotel.
  15. Report any suspicious persons, activities and/or hazardous conditions to the Security department and/or the Director of Operations.




PI132884652

Job Requirements

Qualifications

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education: High School diploma, general education degree or international equivalent required. College degree preferred.

License/Certification: Valid US drivers license required.

Experience: Previous Front Office experience in supervisory/management capacity in a luxury property required. Previous customer service and general computer experience required. Property Management Software experience preferred.

Basic Expectations: Perform all job duties and responsibilities in accordance with the Hay Adams handbook, the department operation manual as well as all hotel policies and procedures

Supervisory Responsibilities: Responsible for supervision and training of all Front Office employees including but not limited to Assistant Front Office Managers, Management Trainees, Concierge, Bell and Door staff, Night Manager, Night Auditor and Lobby Ambassador.

Language Skills: Excellent knowledge of the English language is mandatory as well as the ability to speak, read and write clearly. Must be able to listen to, read and/or write instructions, memos, short correspondences and messages. Second language preferred.

Mathematical Skills: Must have good mathematical skills, ability to add, divide, subtract and multiply six digit numbers with decimals. two digit numbers. Must be able to calculate percentages and discounts. Must be able to produce and explain financial documents, daily reports, P&L accounts and budgets.

Reasoning Ability: Ability to carry out detailed instructions in both written and oral manner using common sense and understanding. Ability to deal with problems and situations in a calm and professional manner. Ability to multitask handling many different situations at one time, prioritizing problems and resolving them satisfactory.

Physical Ability: Ability to stand in a confined environment and use a computer screen for long periods. Ability to spend long hours moving around, walking, sitting, standing and crouching while performing other duties. Must be able to multitask, talk and listen simultaneously while guests are standing at the Front desk and the phone is ringing. Ability to work well under pressure and perform during emergency situations. Ability to occasionally lift bags up to 50lbs.

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Company: THA

EEO AA M/F/Vet/Disabled

Job Details

Mid level
Full-time

About this location

class:
Luxury
room Count:
101-250
location Type:
Urban

Values

Adaptability
Collaboration
Community
Fun
Respect
Success
Teamwork

Perks

401(K)
Company Discounts
Dental Benefits
Health Insurance Benefits
Life Insurance
Paid Holidays
Tuition Reimbursement
Vision Benefits
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The Hay-Adams
B. F. Saul Company Hospitality Group is the hospitality subsidiary of the
largest, private real estate and banking concern located in the
Washington, DC area. Founded in 1892, the B. F. Saul Coshow more
show more
Address800 16th Street Northwest, Washington, DC, 20006 View map
Property typeHotel 
classLuxury 
room Count101-250 
location TypeUrban 

People (2)

STEPHANIE HOVICE PRESIDENT OF HUMAN RESOURCESStephanie Ho is the Vice President of Human Resources of the B. F. Saul Company Hospitality Group. In her role, Stephanie leads the Human Resources function for the group and is responsible for providing strategic, tactical leadership to fulfill the company's One team! values and culture, execute business strategies through the Hospitality team talent. Prior to joining the B. F. Saul Company, Stephanie had Regional Human Resources oversight, managing 25 full/select service hotels spanning 10 states. Prior to her Corporate career, she worked in unionized hotel properties in Washington DC as the Director of Human Resources. She also worked in Operations in various countries and held managerial positions in Sales before making a career move to Human Resources. Stephanie graduated with First Honors at Swiss Hotel Management School in Switzerland with a degree in International Hospitality Management. She currently serves as a co-chair for the American Hotel Lodging Association (AHLA) Career Development Committee. She also served as an Advisory Member for the DC Workforce Investment Council - Hospitality Intermediary Program. Stephanie currently resides in a lake house in Reston, VA, with her husband and daughter. In her free time, Stephanie enjoys hosting meals for her loved ones and exploring the DC restaurant scene.
MARK G. CARRIER, CHAPRESIDENTMark G. Carrier is the senior officer of the B. F. Saul Company Hospitality Group. The B. F. Saul Company is a privately held diversified real estate and finance concern based in the Washington DC area. The Hospitality Group owns and operates a portfolio of business class hotels, which are affiliated with Intercontinental Hotels Group, Marriott and Hilton and The Hay-Adams one of the nation's finest hotels. He represents the company in relation to lenders, franchisors, clients, governmental agencies and industry associations. Carrier is the current Chairman of the American Hotel and Lodging Association, the nation's advocacy organization for the hotel industry. He has served as Vice Chairman and Secretary- Treasurer of the AHLA and has a long-term engagement on various committees and task groups. Carrier is a past Chairman of the IHG Owners Association, the global franchise owners association of Intercontinental Hotels Group. He serves on Marriott's Distribution Advisory Committee and Emerging Technology Advisory Group. He also serves on the Distribution Advisory Group for Hilton. Carrier is the immediate Past Chairman of the Tyson's Partnership. This organization represents the interests of the diverse stakeholders in Tysons, Virginia in the focused effort to turn the area into America's Next Great City. Carrier is the Chairman Emeritus of Visit Fairfax, the county's tourism promotion organization. Carrier is a member of the Cornell Hotel Society as well as the Cornell Real Estate Council. Carrier has received the Kemmons Wilson Service Award from the IHG Owners Association He was also named Virginia Hotelier of the Year by the Virginia Hotel and Travel Association.
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B. F. Saul Company Hospitality Group