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Front Office Supervisor

Overview: Responsible for managing all aspects of the Front Desk experience and functions, in accordance with Rosewood hotel standards.  Directs, implements and maintains our service and management philosophy of Relationship Hospitality. Support all Front Office associates to include Front Desk Agents, Guest Services and Concierge. The Front Office Supervisor will work with their leadership team to elevate the guest experience, guest activities, associate relations and the training of new associates.

RESPONSIBILITIES:

• Maintain complete knowledge of and comply with all Rosewood departmental policies, service procedures and standards.
• Ensure that guest service standards are maintained at a superior level on a daily basis.
• Anticipate guests’ needs, respond promptly and acknowledge all guests.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest satisfaction.
• Maintain complete knowledge at all times of:

All hotel and restaurant features/services, hours of operation.

All room types, numbers, layout, decor, and location.

All room rates, special packages and promotions.

Daily house counts and expected arrivals/departures.

Room availability status for any given day.

Scheduled in-house group activities, meetings, locations and times.

All hotel and departmental standards, policies and procedures.

The list of responsibilities is illustrative only and is not a comprehensive listing of all functions and tasks performed by this position. The company reserves the right to add, remove or alter duties when business need dictates.

QUALIFICATIONS:

• Experience: Minimum two years’ experience as a Front Desk Agent for a luxury or ultra-luxury property. Previous Supervisor experience is preferred.

• Education: High school diploma or equivalent education.

• General Skills: Must be able to perform job functions with attention to detail, speed and accuracy; prioritize, organize and follow-up; be a clear thinker, remaining calm and resolving problems using good judgment; follow directions thoroughly; understand guest’s service needs; work cohesively with co-workers as part of a team; work with minimal supervision; maintain confidentiality of guest/ associate information and pertinent hotel data.
• Technical Skills: Familiarity with yield management and ability to suggestively sell available rooms and amenities; ability to input and access information in the property management system; ability to remain calm and courteous with demanding/difficult guests; ability to perform job functions to standards under pressure; ability to ensure security and confidentiality of guests; ability to work without direct supervision. Previous OPERA experience preferred. Mid-level to Advance computer skills.

• Schedule: Flexible availability is required for this position to include days, evenings, weekends and holidays. Able to work overnight shift if needed.

• Language: Required to speak, read and write English, with fluency in other languages preferred.

• Physical Requirements: Must be able to exert physical effort in transporting a minimum of 35 pounds, endure various physical movements throughout the work areas; reach up and down, pull and push, remain standing stationary for long periods of time throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding.

• Licenses & Certifications: Valid Driver's License with the ability to drive manual and automatic vehicles preferred.     

*Rosewood Washington DC requires all employees to be fully vaccinated against COVID-19, and applicants are required to submit proof of vaccination prior to starting employment. In accordance with the law, Rosewood Washington DC will accommodate employees who cannot be administered the COVID-19 vaccine for medical or religious reasons, and applicants should contact the Director of Talent and Culture if they have questions about this requirement or wish to request an accommodation.