Assistant Front Office Manager

Come join our Front Office team at Holiday Inn Washington DC National Capital Mall! 

Working at Holiday Inn Washington DC National Mall offers a unique and rewarding experience for several reasons. Situated near the National Mall, the hotel is within walking distance of iconic landmarks such as the Smithsonian museums, the U.S. Capitol, and the Washington Monument. Our central location provides a vibrant and dynamic work environment. Our hotel fosters a supportive and inclusive work environment where teamwork and collaboration are highly valued. Employees are encouraged to bring their unique perspectives and ideas to the table, creating a dynamic and engaging workplace. Holiday Inn Washington DC National Mall is also actively involved in the local community, offering employees the chance to participate in various community service initiatives and events. This engagement not only enriches the community but also provides a sense of purpose and connection for team members. 

Overall, working at Holiday Inn Washington DC National Mall provides a blend of professional growth, excellent benefits, and a vibrant, supportive work culture. It's an exciting place to build a career, where you can thrive both personally and professionally.

ASSISTANT FRONT OFFICE MANAGER

Compensation: Salary $63,000 - $68,000 annually

Position Summary

Our Assistant Front Office Manager supports the Front Office Manager in daily hotel operations. This role oversees guest services, manages front desk staff, and ensures smooth check-in and check-out processes. Responsibilities include handling guest inquiries and complaints, coordinating with other departments, and maintaining high customer service standards. The role also involves training and mentoring front office employees, managing reservations, and ensuring efficient front office procedures. Ideal candidates will have excellent communication skills, strong attention to detail, and the ability to work in a fast-paced environment. *Required: Solid experience in the following areas as Front Desk Agent, Night Auditor, & Reservations. l Salary: $65,000 annually.

Essential Functions 

• Responsible for the operational side of Front Office.
• Ensuring that all staff know procedures and standards required within their sections and keeping workstations tidy at all times.
• Blocking guests' rooms before guest arrival.
• Monitoring and maintaining all guest check-ins.
• Proper channeling of all guest complaints received, according to hotel procedures and strict liaison with the Front Office Manager about these complaints.
• Daily review of in-house accounts.
• Ensuring a daily bucket check is done.
• Immediate follow-up of any accounting/guest bill problems.
• Ensure concierge department is fully staffed and guest requests are handled properly.
• Work closely with Housekeeping, Engineering, Catering and Sales to assure groups and special functions are handled smoothly.
• Daily review of audit packs.
• Train staff and ensure that proper direct-bill and credit-card procedures are in place and followed.
• Monitor posting of guest charges and approve all adjustments to minimize lost revenue (Revenue daily packs).
• Ensure that the proper cash handling policies are in place and being followed.
• Assist FOM in training and monitoring staff on hotel and/or brand standards for guest services.
• Assist FOM in ordering and maintaining Front Office supplies and equipment according to and within budget.
• Assist FOM in maintaining and reporting problems with Front Office POS.
• Establish effective front office communications and information system through logs, department meetings, and coaching and counseling. Set clear standards for employees and communicate all goals and results.
• Assist the General Manager in resolving guest complaints concerning the Front Office.
• Assist FOM in hiring, training, counseling, and motivating department personnel, payroll administration for department personnel, and conducting all department personnel performance appraisals.
• Adhere to all work rules, procedures, and policies established by the hotel, including, but not limited to, those contained in the employee handbook.

Education and Experience

• *REQUIRED - Solid experience in Front Office including Front Desk, Night Audit, Reservations and Concierge.

Skills and Abilities 

• Clear, concise written and verbal communication skills.
• Strong customer service orientation and skills.
• Superior interpersonal skills. Ability to get along with diverse personalities, tactful and flexible.
• Excellent listening skills
• Ability to stand for a long period of time.
• Ability to work in a fast-paced environment.
• Ability to maintain control and composure in difficult situations and exhibit good judgment.

Benefits and Perks

Donohoe Hospitality Services is pleased to offer employees a comprehensive Benefits Package that includes health, dental, and vision insurance, leaves of absence, retirement plans, paid time off, and hotel room discounts. and MORE! Through this selection of benefits and perks, we strive to provide employees with options that will enhance their quality of life in and out of work. * Minimum 32 hours/week to qualify

We also offer daily pay access where you can receive your earnings on the same day you work, empowering you to manage your finances easily and confidently.

If you're ready to bring your energy and skills to a team dedicated to delivering exceptional guest experiences, we want to hear from you! Apply today and be a key player in creating memorable moments for our guests.