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Front Desk Supervisor

General Information

Country/Region
United States of America
Province/City
Washington, DC
Location
Rosewood Washington D.C.
Department
Rooms - Front Office
Job Type
Full-time Permanent

Job Description

Competitive Benefits
  • Free Parking (if available)
  • Medical, Dental, Vision Benefits
  • Competitive Pay Rates
  • 401k Plan and after 1 year up to 3% Match
  • Paid Time Off (Vacation, Holidays, Sick and more)
  • Complimentary Room Nights
  • Restaurant Discount- 50% off F&B
  • Complimentary Meal during your shift
  • Life Insurance and AD&D
  • Complimentary Short-Term Disability
  • Long-Term Disability
  • Pre-tax commuter benefits
  • Flexible schedules
  • Tuition Reimbursement up to $500 per year
  • A clear career pathway - career advancement opportunities

OVERVIEW/BASIC FUNCTION:
Responsible for managing all aspects of the Front Desk experience and functions, in accordance with Rosewood hotel standards. Directs, implements and maintains a service and management philosophy which serves as a guide to respective staff. Support all Front Office associates to include Front Desk Agents, Guest Services and Concierge. The Front Office Supervisor will work with their leadership team to elevate the guest experience, guest activities, associate relations and the training of new associates.

RESPONSIBILITIES:
• Support and train all safety, health and sanitary guidelines and recommendations issued by Rosewood, the Centers for Disease Control and Prevention; OSHA, Federal and local DC Government to mitigate exposure and spread of COVID- 19.
• Maintain complete knowledge of and comply with all Rosewood departmental policies, service procedures and standards.
• Ensure that guest service standards are maintained at a superior level on a daily basis.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:
All hotel features/services, hours of operation.
All room types, numbers, layout, decor, appointments and location.
All room rates, special packages and promotions.
Daily house counts and expected arrivals/departures.
Room availability status for any given day.
Scheduled in-house group activities, locations and times.
All hotel and departmental policies and procedures.
• Assist with par levels for supplies and equipment. Work with your leadership team to replenish shortages or additional items needed for the anticipated business.
• Assist associates with their job functions to ensure optimum service to guests.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Ensure security of guestroom access.
• Monitor, adhere to and ensure that all cashiering procedures comply with Accounting policies and standards.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Ensure all closing duties for associates are completed before associates sign out.
• Foster and promote a cooperative working climate, maximizing productivity and associate morale.
• Complete work orders for maintenance repairs and submit to Engineering. Contact Engineering directly for urgent repairs.
• Assist guest upon arrival/departure with luggage and vehicle retrieval and parking.
• All other duties as required.
The list of responsibilities is illustrative only and is not a comprehensive listing of all functions and tasks performed by this position.

QUALIFICATIONS:
• Experience: Minimum two years’ experience as a Front Desk Agent for a luxury or ultra-luxury property. Previous Supervisor experience is preferred.
• Education: High school diploma.
• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand a guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest/ associate information and pertinent hotel data.
• Technical Skills: Familiarity with yield management and ability to suggestively sell available rooms; ability to input and access information in the property management system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without direct supervision. Previous OPERA experience preferred. Mid-level to Advance computer skills.
• Schedule: Flexible availability is required for this position to include days, evenings, weekends and holidays. Able to work overnight shift if needed.
• Language: Required to speak, read and write English, with fluency in other languages preferred.
• Physical Requirements: Must be able to exert physical effort in transporting a minimum of 35 pounds, endure various physical movements throughout the work areas; reach up and down, pull and push, remain standing stationary for long periods of time throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.
• Licenses & Certifications: Valid Driver’s License with the ability to drive manual and automatic vehicles.
* Payrate: $24-25

About Us

Brilliantly positioned in the heart of Georgetown along the historic C&O Canal, Rosewood Washington, D.C. provides guests with premium access to the vibrant cultural epicenter of the nation’s capital. The hotel’s 57 rooms, including 12 suites and 8 townhouses, combine traditional refinement with a thoroughly modern sense of sophistication. From plush furnishings to intuitive technology, every element has been thoughtfully considered to create comfortable, residential-style living spaces equally suited to business and leisure travel. Wolfgang Puck takes on Washington. Witness the evolution of his acclaimed culinary concept at CUT D.C., which draws on the region's finest farms and fisheries to showcase the variety of the Mid-Atlantic, as well as CUT Bar and Lounge and CUT Above.