Job Description
$115,000.00 to $130,000.00 per year
Director of Front Office
Essential Job Functions:
- Will serve as weekly weekend MOD for The Hotel.
- Maintain daily direct management of hourly departmental staff: bell staff, front desk
- Coordinate staff scheduling decisions and changes when needed.
- Coordinate front desk staff/bell staff training and development sessions, especially with international internship trainee program.
- Update and submit payroll for weekly submission.
- Research disputes and resolve guest issues in a timely manner and conduct follow as needed.
- Delegate weekly responsibilities to shift and front office managers as needed.
* Indirectly manage Guest Relations. Coordinate with the Director of Guest Relations to ensure seamless handoff of guest preferences and high level execution.
- Coordinate with reservations, housekeeping and sales departments to maintain accurate reports about updated room availability, rates and VIP guests for each day.
- Train and update staff where necessary on system updates and/or which affect daily operations (e.g. Opera PMS, Saflok, Knowcross).
- Conducts new hire staff interviews for front office department.
- Assist with projects assigned by General Manager or Hotel Manager to be completed by deadline.
- Responsible for overseeing front office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
- Accountable for ensuring the smooth operation of Front Office in a friendly, efficient, and courteous manner, providing all guests with quality service prior to arrival and throughout their stay.
- Managing daily operations of the front office team, including unionized and nonunion team members and front office managers
- Motivate, coach, counsel and discipline all front office personnel according to The Mark Standards.
- Be present and visible in the lobby and other key areas of the front office.
- Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
- Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
- Analyze rate variance, monitor credit report, and maintain close observation of daily house count.
- Ensure participation within the daily Rooms Operations and executive meetings.
- Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements and Union standard.
- Prepare and conduct all Guest Services Agents and Front Office Managers interviews.
- Ensure that no-show revenue is maximized through consistent and accurate billing.
- Review daily Front Office work and activity reports generated by Night Audit
- Meet and greet VIP guests.
- Oversee the mail room to ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
Qualifications
- The ideal candidate for this role will have 4 or more years of Front Office management experience.
- Luxury hotel experience.
- Experience working with unionized team members.
- Hospitality professional who is passionate about delivering exceptional guest experiences in a luxury setting
- Ability to lead and mentor junior managers and provide coach and counseling as needed.
- Be comfortable communicating and interfacing with other key departments such as Housekeeping, Sales and Marketing, Food and Beverage and Guest Relations.
- 4 year college degree preferred
Job Tags
Hourly pay, Full time, Traineeship, Internship, Shift work, Night shift, Weekend work,