Director of Front Office

About the role

The Baltimore Marriott Inner Harbor at Camden Yards is located in downtown Baltimore, offering convenient access to public transportation and discounted on-site parking. The hotel supports its associates by providing complimentary meals, uniforms, and various career advancement opportunities.

Responsibilities

• Communicates effectively in writing and verbally to provide clear direction to staff.
• Observes team member's performance and encourages for improvement.
• Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services staff.
• Oversees all guest and VIP arrival and departure to ensure highest levels of guest service and makes staffing adjustments as required with Front Office Manager.
• Ensures that training programs of Front Office and Guest Services team members are in compliance.
• Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.
• Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.
• Ensures that all guest surveys are responded to timely.
• Oversees the hotel quality assurance meeting focusing on continuous improvement.
• Safeguards guest information and ensures privacy.
• Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.
• Makes computations for daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.
• Reviews in-house, arrival and departure guests to ensure credit challenges are avoided.
• Aids the Finance department to address all credit challenges.
• Develops individual and team agendas focusing on operational efficiency, quality improvement, and/or financial benefits.
• Presents and implements training modules and supporting components to ensure all front office employees are kept up with latest customer service techniques and tools.
• Maintains progress of employees to ensure Guest Service Culture Standards are followed.
• Participates in all necessary training as directed.
• Ensures brand standards are adhered to daily by all team members in the department.
• Interacts positively with team members to foster team spirit and loyalty.
• Seeks opportunities to ensure customer loyalty.
• Prepares team for all Quality Assurance inspections.
• Attends and participates in meetings to ensure the success of the hotel.
• Oversees the monthly departmental meetings for Front Office and Guest Services.

Qualifications

• Minimum of three years of front office management experience required.
• Minimum of two-year department head level experience required.
• Ability to effectively deal with team members and customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information.
• Excellent interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to read, write, speak, and understand the English language to communicate effectively with guests and team members.
• Ability to work under pressure and deal with stressful situations during busy periods.
• Effective verbal and written communication skills.
• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Skills

• Strong leadership and management skills.
• Excellent interpersonal and communication skills.
• Ability to handle multiple tasks and prioritize responsibilities.
• Knowledge of hotel operations and guest service standards.
• Proficiency in computer systems and software.

Benefits

HEI Hotels and Resorts offers a comprehensive benefit program that includes:

• Competitive Medical and Dental programs through Anthem Blue Cross Blue Shield.
• Vision insurance programs through EyeMed.
• Vacation, Sick and Holiday programs.
• Pet insurance through the ASPCA.
• 401(k) Savings Plan with matching funds.
• Discounts through the 'YouDecide' and Hotel Room Discount programs.
• Supplemental, Spousal, and Child Life insurance.
• Short and Long-Term Disability plans.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.