Front Office Director

About the role

This role provides amazing guest service while maintaining the full operational functionality of the building. The position involves managing the guest experience within the hotel building, overseeing staff, and resolving guest concerns.

Responsibilities

• Communicate effectively both orally and in writing to provide clear direction to staff
• Observe performance and encourage improvement
• Interview, select, train, supervise, evaluate, counsel, and administer disciplinary procedures for front office staff
• Monitor lobby traffic and make staffing adjustments as required
• Review VIP reservations and ensure proper handling of VIP’s and groups, administer amenity orders, and resume for incoming guests
• Monitor special reservation requests handling and oversee rate changes on in-house guests
• Compute daily payroll, schedule, and other reports
• Analyze data and make decisions based on prior experiences and knowledge of circumstances to ensure staffing levels are applicable to the occupancy of the hotel
• Manage front office staff, resolve guest concerns, and implement resolutions by using discretion and judgment
• Frequently serve as Manager On Duty
• Field guest complaints, conduct thorough research to develop effective solutions, and negotiate results
• Listen and extend assistance to resolve problems such as price conflicts, insufficient heating or air conditioning
• Remain calm and alert especially during emergency situations and heavy hotel activity
• Plan and implement detailed steps by using experienced judgment and discretion
• Regularly review Front Office S.A.L.T scores to maximize room revenue
• Facilitate departmental meetings

Requirements

• Hotel experience required
• A minimum of 4 years of experience as Director of Front Office or Front Office Manager or a combination of both experience and education
• A minimum of a bachelor's degree from an accredited university in Business Administration, Hospitality Management, or a related field
• Additional language ability preferred

Qualifications

• High school diploma or equivalent

Skills

• Effective communication skills (oral and written)
• Performance observation and improvement encouragement
• Staff interviewing, selection, training, supervision, evaluation, counseling, and disciplinary administration
• Lobby monitoring and staffing adjustments
• VIP and group reservation oversight, amenity order administration, and incoming guest management
• Daily payroll computation, report generation, and data analysis
• Staff management, guest concern resolution, and implementation of resolutions
• Manager on duty responsibilities
• Guest complaint handling, thorough research, solution development, and negotiation
• Problem resolution (price conflicts, heating/air conditioning issues)
• Calmness and alertness during emergencies and high hotel activity
• Departmental meeting facilitation

Benefits

Comprehensive full-time benefits package includes EARLY PAY OR EARNED WAGE ACCESS, medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts, and much more!

Pay

Details on pay are not specified in this posting.

Schedule

Details on schedule are not specified in this posting.