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Front Office Manager

Washington, Washington DC
Job Type
1 Oct 2021
The Darcy is an eclectic, 226-room boutique hotel in Washington DC, providing chic accommodations, distinctive dining, and over 7,000 square feet of meeting and event space. Classically American but with a European sensibility, The Darcy offers an authentic, original, and local experience that allows our guests to immerse themselves in the community. The Darcy is located on Scott Circle in downtown Washington, DC, just half a mile from both the lively Dupont Circle and historic Logan Circle. Shops, restaurants, bars, clubs, theaters, galleries, museums and other Washington DC attractions abound on nearby 14th and U streets. The Darcy is a polished team empowered to create remarkable local experiences with a dash of fun! We always take ownership, act with integrity and foster infectious pride to bring out the best in all of us! Come be a part of our fantastic team at The Darcy! Overview: Ensure guest service standards of the guest arrival, departure, and any other guest contact experience are met through optimal training, staffing, and supervision of labor, efficient management of operating supplies, and proactive monitoring of guest service scores and comments. Job Description * Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all standards are being applied. * Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations. * Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations * Empowers team members to provide excellent customer service. * Implement company programs, managing projects, and policies. * Prepare forecasts and reports and assist in the development of the room's budget. * Develops specific goals and plans to prioritize, organize, and accomplish your work. * Monitor and maintain the front office systems and equipment to ensure their optimum performance. * Track guest satisfaction surveys and maximize usage of the guest response tracking system. * Develop and implement controls for expense management. Utilize labor management tools to schedule and control labor costs. * Interview, hire, train, develop, resolve problems, provide open communication and recommend discipline and/or termination when appropriate of staff members. Ensure timely completion of performance appraisals. * Communicate both verbally and in writing to provide clear direction to staff. * Interact positively with customers and take action to resolve problems to maintain a high level of customer satisfaction and quality. Ensure compliance of front office, guest service, and PBX standard operating procedures and policies. Ensure all Front Office Standards are complied with and are consistently applied. * Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction. * Encourages and fosters an environment of mutual trust, respect and cooperation among team member in providing feedback, utilizes an "open door" policy, and reviews team member satisfaction results to identify and address team member problems or concerns. * Ensures team members are treated fairly and equitably. * Manages team member performance and progressive discipline procedures for Front Office Staff. * Achieves and exceeds goals including performance goals, budget goals, team goals, etc * Administers the performance appraisal process for all direct reports. * Maintains appropriate staffing levels to ensure that guest service, operational needs and financial objectives are met. * Ensures recognition of team members is taking place across areas of responsibility. * Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. * Observes service behaviors of team members and provides feedback to individuals and/or managers. * Ensures that all Front Office areas are clean, well-maintained and provides a positive and welcoming guest experience. * Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. * Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. * Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations. * Resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. * Develop strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues. * Regular attendance in conformance with the standards is essential to the successful performance of this position. * Comply with attendance rules and be available to work on a regular basis. * Perform any other job-related duties as assigned. Experience, Skills and Knowledge * Minimum of 2 years Front Desk experience, preferably in leadership role. * High School Diploma or equivalent required, Bachelor's degree preferred. * Knowledge and prior experience with PMS system preferred. * Able to handle cash and credit transactions. * Computer literacy and financial management a must. * Able to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. * General knowledge of local area attractions and transportation preferred. * Able to observe and detect signs of emergency situations. Able to remain calm and alert, during emergency situations and/or heavy hotel activity, serving as a role model for clerks and other associates. * Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues and labor relations, including, but not limited to the following statues and their comparable state and local laws. * Able to establish and maintain effective working relationships with associates and customers. * Able to make sound business decisions and take action quickly based on previous experience and good judgment. * Knowledge of hotel operations, including marketing plans, security and safety programs, personnel and labor relations, preparation of business plans, repairs, maintenance, budget forecasting, quality assurance programs, hospitality law, and long-range planning. * Command of the English language both written and verbal. Benefits: At Northwood Hospitality, LLC, we value our team members and are committed to providing a comprehensive and competitive benefits package that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness, we offer competitive health insurance programs geared to you and your family's needs as well as vacation, sick, and holiday benefits. For your financial wellness, Northwood Hospitality, LLC provides a wide array of coverage, including supplemental, spousal and child life insurance and short and long-term disability. In addition, our 401(k) Savings Plan with matching funds, and discounts for hotel room discount programs provide additional incentives for choosing Northwood Hospitality, LLC as the employer of your future. Northwood Hospitality, LLC is an equal opportunity employer. We are dedicated to ensuring that all of our decisions regarding all aspects of the employment relationship are in accordance with our principles of equal opportunity. It is the Company's policy t...
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  • Job Reference: 386581934-2
  • Date Posted: 1 October 2021
  • Recruiter: Darcy Hotel
  • Location: Washington, Washington DC
  • Salary: On Application
  • Sector: Administration
  • Job Type: Permanent