Assistant Front Desk Manager

The Bethesdan Hotel is a contemporary, boutique-style property located in downtown Bethesda, just minutes from Washington, D.C. We are part of the Tapestry Collection by Hilton, offering a unique blend of independent character with the support and standards of a major global brand. We are seeking an experienced and service-driven Assistant Front Desk Manager to support the daily operations of our Front Office and Guest Experience teams. This leadership role is ideal for a hospitality professional who is passionate about creating exceptional guest experiences, developing high-performing teams, and driving operational excellence.

Responsibilities

Lead and support Front Office and Guest Experience associates in delivering exceptional guest service and hospitality; Partner with Housekeeping, Engineering, Food & Beverage, Security, and other departments to deliver a seamless guest experience; Promote a culture of accountability, teamwork, inclusion, and continuous improvement; Assist and make recommendations to the Rooms Division Manager and/or Operations Manager in conducting performance evaluations, discipline and terminations as appropriate; Provide information and assist staff in recommending area restaurants, theaters, community events, activities, etc.; Responsible for covering/finding replacements for call-offs; Ensure proper communication to subordinates on all hotel activities; Ensure all associates are properly trained on LightSpeed along with all other systems/procedures; Provide motivation to the department; Ensure all Front Office Associate duties are completed daily (checklists, call back log, guest request log, wake-up log, etc.); Provide assistance to other employees and departments; Participate in Hotel MOD program; Champion Hilton Rewards or Guest Service Scores through guest enrollment initiatives and associate engagement

Requirements

Must have knowledge of Front Office operations, great customer service skills, and must be a team player; Long hours sometimes required; Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner; Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests; Must be able to multitask and prioritize departmental functions to meet deadlines; Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner; Attend all hotel required meetings and trainings; Participate in M.O.D. coverage as required; Maintain regular attendance in compliance with Crescent Hotels & Resorts Standards, as required by scheduling, which will vary according to the needs of the hotel; Maintain high standards of personal appearance and grooming, including wearing nametags; Comply with Crescent Hotels & Resorts Standards and regulations to encourage safe and efficient hotel operations; Maximize efforts towards productivity, identify problem areas and assist in implementing solutions; Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary; Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives; Must be able to maintain confidentiality of information; Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects; Maintain a warm and friendly demeanor at all times; Strong leadership, communication, and interpersonal skills; Ability to effectively resolve guest concerns and employee issues with professionalism and sound judgment; Strong organizational and time management skills with the ability to multitask in a fast-paced environment; Ability to build positive working relationships with guests, associates, and leadership teams; Professional appearance and demeanor with a commitment to service excellence; Ability to communicate effectively in both verbal and written formats; Working knowledge of hotel systems and computer applications; Ability to work flexible schedules, including evenings, weekends, and holidays; Minimum two years previous experience as a front desk supervisor or minimum of four years front office experience in hotel work; Must be proficient in Windows, Company approved spreadsheets and word processing

Nice to have

Passion for hospitality and creating personalized guest experiences; Experience leading Front Desk Agents, Front Desk Supervisors, Night Auditors, Bell Staff, Drivers, and Security associates; Demonstrated ability to coach, counsel, and develop associates; Two or more years of Front Office, Guest Services, or Rooms Operations leadership experience in a hotel environment; Hilton experience preferred, but not required