DIRECTOR OF FRONT OFFICE

REPORTS TO: Resident Manager

DEPARTMENT: Front Office

POSITION SUMMARY: The Director of Front Office is responsible for providing quality guest service within the guidelines specified by the hotel management. Oversees all Front Office operations (Front Desk, Concierge, Bell/Door, Valet Services, and Night Audit). Sets and maintains a high level of guest service.

RESPONSIBILITIES (include but are not limited to):

• Oversee and supervise Front Office management and line staff, as well as all duties performed by Front Office associates.
• Review Front Desk logbook for any other information or incidents. Accountable for the "guest ledger" and its proper daily maintenance.
• Review all arrivals noting any special requests or challenges. Assess whether any guest relocation will be necessary.
• Monitor and maintain property interfaces.
• Make sure all shifts are covered as scheduled and arrange alternative coverage when necessary.
• Follow established key control policy and ensure proper credit policies are followed.
• Inspect VIP arrival rooms. Assist guests with services and requests.
• Be knowledgeable of fire safety and emergency procedures.
• Run and attend departmental training classes/seminars when scheduled.
• Accountable for the proper training and daily monitoring of all service levels provided by employees to guests and other fellow employees.

• Facilitates monthly department meetings and attends weekly staff meeting, daily meetings and other meetings as required.
• Professional contact via telephone with all other hotel departments such as, Reservations, Sales, Housekeeping, Engineering, etc...is crucial to ensure that hotel services are coordinated to provide the best in guest and employee satisfaction.

• Coach, Counsel & Discipline employees when necessary, using proper documentation and proper techniques.
• Ensure that all Front Office employees complete their essential duties before their departure.
• Ensure that all Front Office employees are posted at their stations at scheduled time. Assist with all sick calls or tardiness by finding proper coverage, report to work and stay until proper coverage can be found. Assist with any scheduled shift problems on the Night audit shifts.
• Accountable for meeting or exceeding levels of service required by the Mystery Shopper Survey.
• Monitor and maintain proper Front Office operational supplies.
• Accountable for meeting or coming in under payroll and expense budgets.
• Prepare monthly departmental recap and by able to analyze and prepare financial forecast. Assists general manager in the development of the department's annual budget. Monitors performance against plan.

• Accountable for maintaining and monitoring that all employees follow proper cash handling procedures.

• Act as a brand ambassador promoting key company initiatives within the property.
• Act as a rewards program coach, driving enrollments with the team on a daily basis.
• Generate additional revenue by promoting upsells and other incremental revenues.
• Acts as Manager on Duty when required.

• Assist in the building of an efficient team by taking active interest in employees’ welfare, safety, and development. Encourage the team to maintain positive and productive relationships with colleagues and other departments.
• Complete projects and other tasks as assigned/as they become necessary.

QUALIFICATIONS (to do this kind of work, you must possess/be able to):

• High School Diploma or equivalent required; college degree preferred.
• A minimum of 3 years previous relevant experience required.
• Bilingual English/Spanish preferred.
• Must be legally authorized to work in the United States.
• Must be numbers-oriented, computer-literate including written communication, spreadsheet formulation and online order-entry and computer systems.
• Ability to communicate and negotiate effectively with internal/external customers both in written and verbal format.
• Deal with the general public, customers, associates, and government officials with tact and courtesy.
• Proven ability to train and motivate a team of professionals.
• Proven track record of success in achieving financial and service objectives.
• Ability to read and interpret business records and statistical reports.
• Ability to use mathematical skills to interpret financial information and prepare budgets.
• Interpret established policies and understand the government regulations pertaining to the business.
• Make business decisions based on production reports and similar facts as well as on your own experience and personal opinions.
• See differences in widths and lengths of lines such as those on graphs.
• Plan and organize the work of others, change activity frequently, and cope with interruptions.
• Must be flexible and able to work all shifts, including mornings, evenings, overnight, weekends and/or holidays.

MINIMUM REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE: Prior experience required. High school diploma or equivalent required. Depending on the role, degree may be required.

LANGUAGE SKILLS: Ability to read, write, and verbally communicate effectively and professionally with other business departments, guests, and vendors. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

MATH and LOGICAL SKILLS: Requires mathematical development sufficient to be able to: Deal with system of real numbers; algebraic solution of equations and probability and statistical inference. Apply fractions, percentages, ratio and proportion. Ability to determine time, place and sequence of operations or action to be taken on the basis of analysis of data; executing determination and/or reporting on events.

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly be required to stand, walk, and talk or hear. The employee frequently is required to use hands to finger, handle, or feel objects, or telephone. The employee is required to use body members, hand tools, and/or special devices to work, move, or carry objects or materials. The employee must regularly lift and/or move up to 10-25 pounds and frequently lift and/or move up to 50 pounds. Requires walking and standing; and to a significant degree, reaching, handling, feeling, talking, hearing, seeing.

(Please note: management reserves the right to change, modify, and/or alter any of the duties listed above to meet business demands.)