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52C6A03C70BA6027
Front Desk Manager

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Property Name:
Sheraton Tysons Hotel
Job Title: 
Front Desk Manager
Location: 
Virginia-Northern
Company Name: 
City: 
Tysons
Work Permit: 
Applicants who do not already have legal permission to work in the United States will not be considered.
Management  Position: 
Yes
Bonus Pay: 
No

Welcome to Crescent Hotels & Resorts, a premier hotel management and ownership group. Crescent seeks energetic, innovative individuals who have a desire to work in a results-driven environment. Our success is the direct result of everyone working together toward a common goal: To deliver exceptional service to our valued guests and provide a high quality work environment for our associates.

Strong core values related to customer service and associate satisfaction account for the continued success of our company. We are more than just a collection of hotels, we are a progressive company determined to be the employer of choice in the hospitality industry. We are pleased that you have chosen to learn more about our growing organization and are confident that Crescent will provide you with a very rewarding career. print

Provides guidance and leadership to Guest Service associates as the Front Desk Supervisor ensuring consistent quality customer service is delivered.


ESSENTIAL JOB FUNCTIONS
1. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct guest service agents in details of work. Observes performance and encourages improvement.
2. Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information such as outlet hours and local attractions.
3. Promptly complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote Crescent and brand-specific marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Nonverbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Close out guest accounts at time of check out. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. Requires standing and continual mobility throughout front office area.
4. Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks and other forms of payment. Perform accurate moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.
5. Promptly answer the telephone using positive and clear voice. Input messages into the computer. Retrieve messages and communicate the
Page 2 of 3
Front Desk Supervisor
content to the guest. Retrieve mail, small packages and facsimiles for
customers as requested.
6. Remain calm and alert, especially during emergency situations andor 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 situation. Authorize
revenue allowances to remedy problems only after other alternative
solutions have been offered.
7. Communicate both verbally and in writing to provide clear direction to staff.
8. Comply with attendance rules and be available to work on a regular basis.
9. Perform any other job related duties as assigned.
Must have the 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. Must be willing to pitch-in and help co- workers with
their job duties and be a team player. Ability to effectively deal with internal and external
customers, some of whom will require high levels of patience, tact and diplomacy to
defuse anger and collect accurate information and resolve conflicts. Basic mathematical
skills and considerable skill in the use of a calculator to prepare moderately complex
mathematical 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.

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Hotel Management Companies: Crescent Hotels & Resorts A Premier Hotel Management Company