Front Office Manager
Sheraton Pentagon City Hotel - Arlington, VA

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Ensure efficient guest registration, checkout, guest service, and telephone service, while ensuring all brand standards are being

  • • Implement company and franchise programs.
  • • Prepare forecasts and reports and assist in the development of the room’s budget.
  • • 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
Quality 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.
  • • 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.
HEI Hotels and Resorts is an equal opportunity employer M/F/V/D

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At HEI Hotels & Resorts, we are committed to associate development. In order for us to be successful, we need to attract, train and...