Front Office Director

About the role

Manage hotel front office operations in accordance with established guest service and sustainability standards.

Responsibilities

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Oversee front office departments to ensure an optimal level of service and hospitality are provided to hotel guests.
• Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
• Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.
• Maintain front office financial operations and ensure front office compliance with accounting controls and procedures.
• Develop, implement and monitor department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
• Supervise all front of the house department managers.
• Review correspondence from guests and incident logs and direct staff according to information obtained.
• Oversee all vendor and personnel contracts throughout the hotel.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Oversee property accounting functions including but not limited to Accounts payable and receivables, house bank audits, petty cash as it relates to the front office.
• Cook up and coordinate with corporate accounting department to oversee payroll functions.
• Ensure internal audit standards are met.
• Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and improve maximum occupancy and rates.
• Monitor and maintain front office systems and equipment to ensure optimum performance.
• Serve on the hotel’s safety committee.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Pursue sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Requirements

Associate or Bachelor’s degree preferred. Intermediate knowledge of overall hotel operations. Large hotel experience preferred.

Qualifications

N/A

Skills

N/A

Benefits

• Medical, Dental and Vision Health Insurance
• Paid Time Off
• 401k Company Match
• Free Basic Life Insurance
• Travel Discounts
• Commuter Transit and Commuter Parking Benefits
• Quarterly Bonuses and Incentives
• Employee Assistance and Wellness Program
• Education/Professional Development

Pay

$80,000 to $85,000 per year

Schedule

Work schedule varies and may include working on holidays, weekends and alternate shifts. Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

Work Environment and Context

Work schedule varies and may include working on holidays, weekends and alternate shifts. Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

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