Director of Front Office

Job Summary

Responsible for all front office functions and staff as well as security staff functions. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

CORE WORK ACTIVITIES

• Leading Front Desk, Guest Services, and Security Teams

• Serves as a role model to demonstrate appropriate behaviors.

• Manages all day-to-day operations.

• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

• Manages Security Team

• Verifies compliance with all Front Office policies, standards and procedures.

• Manages Human Resource Activities

Managing Guest Services and Front Desk Teams

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

• Develops specific goals and plans to prioritize, organize, and accomplish work.

• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.

• Manages department controllable expenses to achieve or exceed budgeted goals.

• Provides recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.

• Handles guest complaints and verifies that all guest issues are resolved.

Managing Security Team

• Protects property and provides a safe environment for guests and staff.

• Oversees all on-duty security personnel, including dispatcher.

• Supervises and coordinates job assignments and verifies that each officer is briefed on the day’s activities.

• Complies information and files written security reports.

Managing and Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Establishes challenging, realistic and obtainable goals to guide operation and performance.

• Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

• Verifies employees are treated fairly and equitably.

• Manages employee progressive discipline procedures for Front Office Staff.

• Administers the performance appraisal process for direct report managers.

• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.