Department: Front Office
Reports to: Hotel General Manager
Status: Salary Exempt
Compensation: $70,000-85,000
Role Summary:
This individual will serve as a senior leader within the Hotel Front Office team, working to partner with other teams on the property. Ideal candidates will display a proven track record of strong leadership skills and an ability to engage with guests, the community, and associates. The Director of Front Office will be the property champion for guest service with an ability to develop, implement, maintain and correct guest service standards. Reporting to the General Manager, this individual will be responsible for ensuring the success of the Hotel Arista Front Office team, by upholding company standards and initiatives geared towards improving service excellence, internal processes, associate retention and engagement, and financial success. This individual will oversee the operational functions of their responsible department through direct, hands-on support. They will act as a mentor to all managers and associates within their department.
Responsibilities:
- Provides direct, hands-on support to Front Office and related Guest Services departments.
- Makes themselves present in the operation daily, ensuring connections with guests and associates are made especially during high demand periods; i.e. weekends.
- Drives opportunities for ancillary revenue including, but not limited to, front office upsell program or other miscellaneous revenue opportunities.
- Monitors guest interactions in support of the Front Office team and obtains guest feedback.
- Works with department to effectively plan for staffing, training and resource needs in accordance with future business levels.
- Responds to guest concerns coming in through various channels in an appropriate and timely manner.
- Fosters strong interdepartmental communication amongst all departments in the hotel.
- Provides reports and analysis of guest feedback score tied to a plan for improvement.
- Provides department support and insight on process and procedure updates.
- Holds regular briefings and meetings with department managers.
- Ensures training programs are set-up in an effective manner for all associates.
- Oversees the recruitment process for Front Office.
- Ensure full compliance with operating controls, SOP’s, policies, procedures and service standards.
- Proposes updates to SOP’s and training plans as needed.
- Maintains a high level of service in all areas to our associates and guests.
- Resolves problems and communicates to ensure consistency and memorable guest service.
- Promotes a positive working environment for all associates of the Hotel.
- Provides recognition, mentoring and coaching to managers and associates within their department.
- Monitors departmental scheduling and provides modifications needed.
- Upholds all company policies and legal standards.
- Reviews financial reports provided offering insight.
- Manages departmental purchasing and labor to control expenses.
- Maintains strong relationships with vendors.
- Coordinates the internal service audit program, ensuring improvements are seen.
- Organizes and conducts pre-shift and departmental meetings.
- Other duties as assigned.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform.
Minimum Qualifications:
Education
- High School diploma or equivalent experience.
- 4 Year Degree from an accredited university in Business Administration, Hotel and Restaurant Management or a related major.
Experience
- 5 to 10 years Hotel Rooms Division experience preferably in a full-service luxury Hotel environment.
- 5 years of Front Office Leadership experience required.
- Experience building strong working relationships with Sales & Marketing, Hotel Management, Food and Beverage Management and Human Resources.
Skills
- Excellent verbal and written skills.
- Neat, clean and professional appearance.
- Ability to work in a team environment.
- Must have problem solving abilities, and the ability to compute basic arithmetic.
- Must have a flexible schedule and be available to work nights, weekends, and holidays.
Physical Requirements
- Must be able to walk and stand for up to 8 hours a day, with or without reasonable accommodation.
- Must be able to bend, stoop, squat, and stretch to fulfill job duties.
- Must be able to lift, push and pull up to 40 lbs. regularly.
Voluntary Commitment
- Since it is essential for us to work in an atmosphere of friendly cooperation, it is your responsibility to:
- Attend and actively participate in all required training sessions.
- Know our philosophy and continuously demonstrate our cultural standards.
- Understand our success can be made or broken by each interaction.
- Ask for an explanation of anything you do not understand.
We are an equal opportunity employer and make employment decisions without regard to age, race, religion, national origin, gender, disability, veteran status, genetic information, sexual orientation and gender identity or any other protected class. Our locations are drug-free and pre-employment drug tests are required. Background checks are also required before employment begins. We participate in E-Verify and those who are ineligible to work in the United States will not be considered.
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