Lead and manage front desk operations and staff to ensure excellent guest service. Oversee check-ins/outs, reservations, billing, reporting, cross-department coordination, safety compliance, and timely resolution of guest issues.
About Langham Hospitality Group
A wholly-owned subsidiary of Great Eagle Holdings, Langham Hospitality Group (LHG) comprises a family of distinctive brands, including The Langham Hotels and Resorts, Cordis Hotels and Resorts, Eaton Workshop and Ying’nFlo. With over 40 hotels and residences in operation or development, LHG has a global footprint that extends across Asia, Europe, North America, Australasia and the Middle East.
Located in Washington DC, Eaton is more than just a hotel, it is a welcoming and inclusive cultural hub for kindred spirits, locals, and travelers alike, to convene, collaborate, and create.
POSITION OVERVIEW
As the Front Desk Manager, you will be the face of Eaton DC, responsible for overseeing the daily operations of the front desk and ensuring a smooth, efficient, and welcoming experience for our guests and visitors. You will lead a team of front desk staff, handle guest inquiries and concerns, and ensure that all operations comply with company policies and standards. This position reports to the Director of Front Office.
JOB RESPONSIBILITIES
- Supervise and support front desk staff, including hiring, training, scheduling, and performance management.
- Ensure exceptional guest service by greeting and assisting guests, handling check-ins and check-outs, and addressing any issues or special requests.
- Manage the front desk operations, including reservations, guest inquiries, and billing processes.
- Coordinate with other departments to ensure seamless guest experiences and resolve any operational issues.
- Maintain accurate records and reports related to guest services, reservations, and inventory.
- Handle guest complaints and feedback professionally, aiming for timely resolution and high guest satisfaction.
- Monitor and ensure adherence to safety and security procedures.
- Implement and uphold company policies and procedures to ensure a high standard of service.
QUALIFICATIONS:
- High school diploma or equivalent; additional education or certifications in hospitality management is a plus.
- Proven experience as a Front Desk Supervisor, Manager, or similar role, preferably in the hospitality or customer service industry.
- Strong leadership skills with the ability to motivate and manage a team effectively.
- Excellent communication and interpersonal skills, with a focus on providing outstanding customer service.
- Proficiency in front desk software and reservation systems.
- Ability to handle stressful situations calmly and professionally.
- Strong organizational skills and attention to detail.
- Flexibility to work various shifts, including evenings, weekends, and holidays.
PHYSICAL DEMANDS:
- Lifting 30 lbs. maximum with frequent lifting and/or carrying objects weighing up to 10 lbs.
- Talking and hearing.
- Requires walking or standing to a significant degree.
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