The Westin Tysons Corner
Job Summary
Provides guidance and leadership as the Front Desk Supervisor, ensuring consistent quality customer service is delivered. Essential Job Functions
This description summarizes primary responsibilities and qualifications. It is not exhaustive of all duties or qualifications now or in the future. The hotel operates 24/7, so shifts may vary. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks, observe performance, and encourage improvement. Greet guests promptly with a friendly and sincere welcome. Use positive communication, listen to requests, respond appropriately, and provide accurate information about outlets and attractions. Complete registration promptly, input and retrieve information from the computer system, confirm guest details, assign rooms, code electronic keys, and handle checkout procedures. Stand and move continuously in the front office area. Verify and imprint credit cards, handle cash, record vouchers, and perform arithmetic functions. Post charges and balance accounts accurately. Answer phones professionally, input messages, retrieve and communicate messages, and handle mail and packages as requested. Remain calm during emergencies or busy periods, resolve customer issues through research and effective solutions, and authorize revenue allowances when appropriate. Manage third-party billing, prepare group arrivals, and ensure smooth check-in/out processes. Train new staff on daily duties, cash handling, and PMS system use. Ensure compliance with brand standards and track training completion. Monitor staff time and attendance, reinforce policies, and recommend disciplinary actions if needed. Work to ensure high associate satisfaction scores and address workplace issues collaboratively. Be familiar with all shifts, including Night Audit and PBX, and serve as Manager on Duty in absence of the Front Office Manager. Handle lost and found items and guest room keys appropriately. Adhere to all company policies, safety, and security procedures, including emergency protocols and reporting unsafe conditions or incidents. Maintain a neat, clean, and groomed appearance as per standards. Assist other front desk personnel as needed and perform any additional duties assigned by management. Knowledge, Skills & Abilities
High school diploma or equivalent preferred; relevant education, training, or experience may suffice. Effective communication skills, patience, tact, and diplomacy in dealing with customers. Minimum two years of front desk and supervisory experience. Proficiency with calculators and performing accurate mathematical calculations. Effective reading, listening, and communication skills in English, both verbal and written. Ability to use a moderately complex computer system accurately. Hearing and visual acuity to observe and respond to emergencies. Physical Demands
Ability to stand and move throughout the front office continuously. Standing for approximately 95% of the shift. Lifting up to 25 pounds occasionally. Occasional twisting, bending, reaching, and walking. Frequent talking, hearing, seeing, and smiling. Benefits
401(k), Dental, Disability, Employee Assistance, Flexible Spending, Health, Life, Paid Time Off, Vision Insurance, Room and Food Discounts. EEO Statement: Driftwood Hospitality Management is committed to diversity and inclusion. We are an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, genetic information, veteran status, or other protected status. Source: Driftwood Hospitality
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Provides guidance and leadership as the Front Desk Supervisor, ensuring consistent quality customer service is delivered. Essential Job Functions
This description summarizes primary responsibilities and qualifications. It is not exhaustive of all duties or qualifications now or in the future. The hotel operates 24/7, so shifts may vary. Communicate effectively both verbally and in writing to provide clear direction to staff. Assign and instruct front desk clerks, observe performance, and encourage improvement. Greet guests promptly with a friendly and sincere welcome. Use positive communication, listen to requests, respond appropriately, and provide accurate information about outlets and attractions. Complete registration promptly, input and retrieve information from the computer system, confirm guest details, assign rooms, code electronic keys, and handle checkout procedures. Stand and move continuously in the front office area. Verify and imprint credit cards, handle cash, record vouchers, and perform arithmetic functions. Post charges and balance accounts accurately. Answer phones professionally, input messages, retrieve and communicate messages, and handle mail and packages as requested. Remain calm during emergencies or busy periods, resolve customer issues through research and effective solutions, and authorize revenue allowances when appropriate. Manage third-party billing, prepare group arrivals, and ensure smooth check-in/out processes. Train new staff on daily duties, cash handling, and PMS system use. Ensure compliance with brand standards and track training completion. Monitor staff time and attendance, reinforce policies, and recommend disciplinary actions if needed. Work to ensure high associate satisfaction scores and address workplace issues collaboratively. Be familiar with all shifts, including Night Audit and PBX, and serve as Manager on Duty in absence of the Front Office Manager. Handle lost and found items and guest room keys appropriately. Adhere to all company policies, safety, and security procedures, including emergency protocols and reporting unsafe conditions or incidents. Maintain a neat, clean, and groomed appearance as per standards. Assist other front desk personnel as needed and perform any additional duties assigned by management. Knowledge, Skills & Abilities
High school diploma or equivalent preferred; relevant education, training, or experience may suffice. Effective communication skills, patience, tact, and diplomacy in dealing with customers. Minimum two years of front desk and supervisory experience. Proficiency with calculators and performing accurate mathematical calculations. Effective reading, listening, and communication skills in English, both verbal and written. Ability to use a moderately complex computer system accurately. Hearing and visual acuity to observe and respond to emergencies. Physical Demands
Ability to stand and move throughout the front office continuously. Standing for approximately 95% of the shift. Lifting up to 25 pounds occasionally. Occasional twisting, bending, reaching, and walking. Frequent talking, hearing, seeing, and smiling. Benefits
401(k), Dental, Disability, Employee Assistance, Flexible Spending, Health, Life, Paid Time Off, Vision Insurance, Room and Food Discounts. EEO Statement: Driftwood Hospitality Management is committed to diversity and inclusion. We are an equal opportunity employer. Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, genetic information, veteran status, or other protected status. Source: Driftwood Hospitality
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