General Summary of Duties:

The Director of Front Office is responsible for overseeing every aspect of the JW Marriott Nashville’s Front Office operation on a day-to-day basis in an attentive, friendly, efficient and courteous manner. They will recruit, hire and train a customer service oriented team that provides guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Examples of Duties (includes but is not limited to the following):

• Direct and administer all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation
• Coordinate and manage daily operations of the entire Front Office and Rooms Control
• Ensure maximum guest service through training, staffing and counseling of team members
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Ensure employees have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the Nashville area and local events
• Supervise the fulfillment of regulations and policies
• Develop and implement operating procedures and standards
• Be familiar with the hotel computer system for training, maintenance and trouble shooting
• Prepare financial reports for management reviews including creation of annual budget
• Analyze business results on a regular basis and takes actions to improve results
• Maximize profitability and revenue by directing hotel room inventory in the right direction
• Build and maintain strong relationships with guests
• Check and control room inventory, front office systems, supplies, inventory, scheduling, forecasting and department budget to maximize revenue
• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities
• Perform additional duties and projects as assigned

Position Requirements:

• Ability to speak, read, write and understand English
• Professional demeanor appropriate for a luxury environment
• Three years’ experience as a Director of Front Office in a high volume, luxury environment preferred
• Thorough knowledge of front office concepts, practices and procedures
• Well organized and demonstrated problem solving skills
• Effective leadership, supervisory and management skills
• Budgeting and analytical skills
• Must be able to work well under stressful situations and handle challenges in a professional manner
• Ability to communicate effectively and establish and maintain effective working relationships with guests, management and employees

Education:

• Bachelor’s degree in Hospitality Management or related major preferred

Typical Physical / Mental Demands:

• Must be able to stand walk, sit
• Must be able to bend, stoop, crouch
• Must use hands to reach, grasp, handle, pull and push
• Must have good near and far vision
• Must be able to hear, talk, smell
• Ability to tolerate varying conditions of noise level, temperature, illumination, and air quality