Front Desk Supervisor

The Westin Washington Dulles Airport 2520 Wasser Terrace Herndon, VA 20171, USA

Supervisory Responsibilities

• Interview, hire, and train associates
• Plan, assign, and direct work
• Appraise performance
• Reward and discipline associates
• Address complaints and resolve problems

Major Responsibilities

• Ensure each guest receives outstanding service by greeting and acknowledging every guest and maintaining outstanding standards, solid product knowledge and all other components of guest service.
• Guarantee total guest satisfaction and display hospitality and professionalism to guests at all times, and take pride in representing AURO Hotels professionally with guests and ensuring all transactions with guests are handled in a legal and ethical manner.
• Understand and apply all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. If an accident or emergency occurs, obtain medical attention if necessary and contact the GM or Human Resources immediately.
• Maintain a favorable working relationship with all company associates to foster and promote a positive working environment.

Essential Job Functions

• Supervise Front Desk, Bell Stand, Valet, Drivers, PBX Operators and Night Audit to ensure guests receive outstanding customer service in all areas of the hotel.
• Speak, read, write, and understand English to interact with guests, staff, and handle administrative duties.
• Manage multiple activities, often in stressful situations.
• Work with associates to provide outstanding customer service to guests.
• Read, understand, interpret, and make decisions regarding information found in a variety of related reports, financial statements, and internal and external correspondence.
• Possess strong working knowledge of hotel operations and front office management as well as the hospitality industry.
• Negotiate with confidence and persuasively resolve guest issues.
• Communicate and counsel associates as necessary.
• Compose and express thoughts, both verbally and in writing, in a clear, professional manner to ensure effective communication.
• Organize one’s work and the efforts of others, paying attention to detail.
• Make effective judgments on the various components of the position and the property to solve guest and operational problems.

Education

High School or better.

Experience and Education Required

College degree preferred;
High School Diploma and/or 2–3 years’ experience or an equivalent combination of education and experience required.

Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.