Director of Front Office

Responsibilities

• Respond to all guest requests, problems, complaints and/or accidents.
• Follow up to ensure guest satisfaction.
• Motivate, train, and counsel all Front Office personnel according to hotel standards.
• Carry out all Front Office interviews and follow hiring procedures according to Highgate Hotel Standards.
• Maintain the department’s schedule, payroll, and commission.
• Develop employee morale and ensure training of Front Office personnel.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Ensure implementation of all Highgate Hotel policies and house rules.
• Monitor room inventory to ensure the maximization of room’s revenue and occupancy.
• Tour Front Office operating departments daily, greeting employees and soliciting feedback.
• Analyze rate variance and monitor credit report.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Strictly enforce front office and accounting SOP’s.
• Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Conduct regular Front Office meetings.
• Have regular performance review meetings with managers and employees.
• Maintain labor expenses through schedule approval process and ensure budgeted productivity is met.
• Work in conjunction with the Hotel Manager and General Manager to prepare the Front Office annual budget.
• Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Partner with other department heads, including third party companies, to identify efficiencies and ensure operational synergy.
• Responsible to ensure effective processes and response time of guest interactive tools, including but not limited to texting, apps, and social media channels.
• Maintain key control system.
• Carry your cell phone at all times.
• Monitor all V.I.P.'s, special guests, and group requests.
• Ensure overall guest satisfaction.
• Involvement in the Lobby Ambassador coverage.
• Ensure overall associate satisfaction.

Qualifications

• At least 3 years of progressive experience in a hotel or a related field.
• Previous management experience required.
• Knowledge of Room Master PMS preferred.
• Multi-lingual preferred.
• Long hours sometimes required.
• Moderate work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Outstanding verbal and written communication skills with all levels of employees, guests and third party companies.
• 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.
• Absolutely 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.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.