Front Office Manager - The Hay-Adams

Steeped in rich history and surrounded by the most iconic institutions of our nation, The Hay-Adams is the downtown Washington, D.C. hotel for discerning guests. Enveloped by views of the White House, St. John’s Church, and the scenic Lafayette Park, the 5-star accommodations at The Hay-Adams are the embodiment of refined residence. Marked by Washington, D.C.’s most accommodating amenities and dedicated services, The Hay-Adams is the boutique hotel of choice for the modern luxury traveler. The Hay-Adams offers an exceptional guest experience that goes beyond a good night’s sleep.

Manages all aspects of the Front Office, operations, planning, budgeting, staffing and payroll. Provides leadership and support to all members of the Front Office. Implements and enforces the Hay Adams Standards of Excellence in all areas supervised.

Essential Duties and Responsibilities

1. The Hay Adams handbook, the department operation manual and hotel policies and procedures are part of this job description.

2. Manage all shifts at the front desk, making sure all employees perform the tasks assigned to them.

3. Maintain a professional, service orientated environment at all times.

4. Implement and manage all standards relating to areas supervised. Monitor activities of all employees in the front office making sure they adhere to the guidelines set in the standards of excellence, employee handbook and hotel policies and procedures, correcting and coaching where needed.

5. Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.

6. Aware of any VIP arrivals, special requests and repeat guests. Check accommodations, making sure any special requests are carried out, greet them on arrival and escort to room if appropriate.

7. Informs all front office staff of daily activities, VIP’s arriving etc.

8. Scheduling and Payroll for front office employees.

9. Set Front Office Budget, monitor Profit & Loss and cash handling throughout the year. Complete monthly forecasts and work as part of the Yield Management team to try and maximize revenue for the hotel.

10. Manage operating expenses and control purchasing for the Front Office.

11. Coordinate daily activities with hotel management team on a daily basis.

12. Constantly strive to improve and perfect service in the Front Office, through training, employee evaluations and timely reviews.

13. Hold monthly department meetings, keeping staff informed of activities in the hotel, reinforcing standards and promoting a strong team atmosphere.

14. Must be fully aware and able to re-enforce all fire-life-safety procedures. Remain current in all updates with regards to new procedures and training. Is a member of the hotel’s emergency response team. Ensure staff is fully trained in emergency procedures.

15. Assist in ensuring that the Hotel’s Green Team remains invigorated and the mission is upheld, communicated and enforced throughout the organization as a member of the Team.

16. Perform any other reasonable duties as required and directed.

Qualifications

To perform this job successfully an individual must be able to perform each essential duty to a satisfactory standard. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibilities
This position supervises all Front Office Employees, Assistant Front Office Managers, Guest Services Representatives, Concierge, Bell Staff, Overnight Manager and Night Front Guest Service Representatives, Door Person and Lobby Ambassador.

Education and Experience
High School diploma, general education degree, international equivalent or three to six months experience in a related field required. College degree preferred, previous front desk experience in a luxury property required. Previous supervisory/management experience required. Previous customer service experience required. General computer experience required. Hotel management computer systems experience preferred. Full American drivers license required.

Language Skills
Must have good knowledge of English, ability to speak clearly read and write. Must be able to listen or read instructions, memos, short correspondences and messages. Must have ability to write memos, correspondences messages and detailed reports. A second language preferred.

Mathematical Skills
Must have good mathematical skills, ability to add, subtract, divide and multiply six digit numbers with decimals. Ability to work out percentages and discounts. Must be able to produce and explain financial documents, daily reports, P&L accounts and budgets.

Reasoning Ability
Ability to carry out detailed, involved instructions both written and oral, using common sense understanding required. Ability to deal with problems in a calm professional manner required. Ability to multitask handling many different issues at one time, prioritizing the issues and taking care of them.

Physical Ability
Ability to stand in a confined environment for long periods of time is required. Ability to use a computer screen for long periods required. Ability to spend long hours moving around , walking, sitting, standing and crouching while performing other duties. Must be able to work well under pressure and in emergency situations. Ability to occasionally lift bags up to 50lbs.

The Hay-Adams is proud to be an equal opportunity workplace dedicated to pursuing and hiring diverse professionals.

Equal Opportunity Employer/Veterans/Disabled