SUPERVISOR FRONT DESK

Job Overview The Bethesdan Hotel, Tapestry Collection by Hilton is located in downtown Bethesda, just one mile from Walter Reed and NIH and close to the Medical Center Metro. We are looking for a personable and friendly Full‑Time Supervisor Front Desk Agent to join our team. Responsibilities Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate. Respond to guests’ special requests, needs, problems, issues and concerns and accommodate groups to ensure optimal levels of guest satisfaction and repeat business. Implement company programs and supervise the daily operations of the Front Desk to comply with SOPs and LSOPs, maximize revenues, and motivate associates to ensure an optimal level of quality service and hospitality to hotel guests. Supervise the Guest Service Agents. Remain calm and alert, especially during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other employees. 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 situations. Authorize revenue allowances to remedy problems only after alternative solutions have been offered. Comply with attendance rules and be available to work on a regular basis. Perform any other job‑related duties as assigned. Required Skills and Abilities Ability to communicate in English. Self‑starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Willing to "pitch‑in" and help co‑workers. Effectively deal with internal and external customers, including high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts. Basic mathematical skills and ability to use a calculator for moderately complex calculations without error. Ability to access and accurately input information using a moderately complex computer system. Ability to stand, walk and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates, customers and patrons. Qualifications 2 years' experience at front desk and 2 years' customer service. Performance Standards Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every associate is a guest relations ambassador, every working minute of every day. Work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to changes in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something. The safety and security of our guests and associates is of utmost importance. Every associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns. Equal Opportunity Employer 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 notice from the Department of Labor. #J-18808-Ljbffr