Director of Front Office

About the role

Ensure the smooth and efficient operation of all Front Office functions and related services to achieve maximum sales and guest satisfaction, while adhering to established company policies and procedures.

Responsibilities

• Co-ordinate Front Desk, Guest Services and Royal Service departments while on duty to ensure the smooth operation and highest level of guest satisfaction
• Sets up feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment
• Ensures a high level of guest service is achieved at all times in all Front Office departments and that complaints are handled efficiently
• Makes a house count during the day via stay over analysis, cancellations, early departures, no show, and bed assignments to maximize revenue and occupancy
• Pre-assigns rooms, pre-key and ensures availability of special requests, reviews resumes and assigns VIP and Loyalty guests
• Ensures proper assignment of rooms of the VIP and Loyalty guests and the distribution of the VIP report to all departments
• Helps inspect the allocated rooms and escorts VIP guests to their rooms
• Handles guest requests for credit with Night Manager and Accounting
• Works closely with the Assistant Front Office Managers and ensures smooth shift transitions
• Keeps accurate records of daily events in the designated log books
• Ensures key inventory control
• Aids in creating and maintaining manuals relevant to safety procedures, hours of operation, promotions, guest service requirements etc.
• Knowledgeable of all policies, procedures and systems, including Micros PMS relating to all Front Office Departments
• Oversees concierge program
• Promotes a cooperative team spirit amongst colleagues by listening, giving positive feedback, monitoring and ensuring follow up
• Responsible for recruiting Front Office positions
• LIAISES AND AUDITS – VALET AND PARKING SERVICES
• Responsible for colleague performance reviews and progressive disciplinary action
• Participates in the Service Excellence committee
• Development and mentor Front Office Leaders
• Design, implement, and follow up on colleague incentive programs
• Conducts monthly department meetings with the Front Desk and Guest Services colleagues
• Facilitates and manages colleague training as necessary
• Encourages colleague participation in special events
• Assists with IT functions, including but not limited to: configuration of PC’s, server/system updates, basic networking, troubleshooting, etc.
• Monitor and improve RPS
• Consistently offers professional, engaging and friendly service

Qualifications

• Front Office Manager experience preferred, management at a luxury property an asset
• Experience working with OPERA PMS CLOUD advantageous
• Must have excellent computer and troubleshooting skills
• Excellent organizational skills
• Outstanding communication skills - oral and written
• Excellent interpersonal skills
• Displays a team philosophy and leads by example
• Excellent problem solving skills
• Ability to remain calm under pressure
• Strong attention to detail

Skills

• Front Office Manager experience preferred, management at a luxury property an asset
• Experience working with OPERA PMS CLOUD advantageous
• Must have excellent computer and troubleshooting skills
• Excellent organizational skills
• Outstanding communication skills - oral and written
• Excellent interpersonal skills
• Displays a team philosophy and leads by example
• Excellent problem solving skills
• Ability to remain calm under pressure
• Strong attention to detail

Benefits

Competitive salary and flexible benefit plans
Generous PTO allowances
Employee rates at Accor properties available worldwide
Learning programs through our Academies
Opportunity to develop your talent and grow within your property and across the world!

Pay

TBD

Schedule

TBD