We are looking for a passionate

Director of Front Office Operations

for Boutique Hotel

New York City / Soho-Tribeca

Email us at:

hiring@personenyc.com

We are currently seeking a dynamic and experienced leader to join our team as the Director of Front Office Operations. The ideal candidate will possess a strong ability to curate a team effort to achieve impeccable guest service and financial results. The role requires an organized individual with the ability to prioritize day-to-day operations and facilitate fluid communication across departments.

**Role Overview:**

As the Director of Front Office Operations, you will be responsible for managing front office activities, reservations, and guest activities to ensure adherence to standards, policies, and procedures. You will lead by example, empowering and coaching the team to be independent and confident in decision-making, all while maintaining a professional, team-oriented, and goal-focused approach.

**Responsibilities:**

* Ensure all team members and managers are equipped with specific details on every guest for a personalized experience.

* Embody the organization's culture and high service standards, serving as an example of exemplary guest service.

* Maintain brand integrity while providing outstanding guest service at all times.

* Develop managers and team members to work to their full potential and own the guest experience.

* Coach and motivate managers and team members, monitoring and participating in guest interactions.

* Create an empowering environment within the team, allowing confident decision-making for positive guest experiences.

* Maintain a collaborative atmosphere with all departments to encourage productivity, morale, and guest service.

* Review and ensure the execution of practices per SOPs and accounting policies.

* Conduct regular communication meetings with all front office teams and one-on-one sessions with team members and assistants.

* Hire, schedule, and oversee training of all front office team members to achieve a consistent high level of guest service.

* Maximize team member productivity through flexible scheduling to meet financial goals and service needs.

* Assist in front-of-house functions as needed to ensure exceptional guest service is executed.

* Handle and accommodate all guest requests and concerns professionally and in accordance with established standards.

* Assist in revenue-driving tactics, forecasting, and maximizing ADR and occupancy.

* Reduce expenses, maintain inventory, and ensure responsible use of supplies.

* Promote innovation and creativity in providing exceptional service to guests.

* Review guest service expectations with all team members to consistently exceed guest expectations.

* Ensure continual training and development tools for team members.

* Utilize the team member recognition program to motivate and increase team member morale.

* Review and respond to annual Engagement Survey results with appropriate communication and changes.

* Demonstrate and promote the organization’s vision, brand, culture, and core values at all times.

**Qualifications:**

* 5 years of experience in a director or management position.

* Superior written and verbal communication skills.

* Previous luxury experience in New York City preferred.

* Dynamic leader with excellent problem-solving abilities.

* Experience with all elements of service and training, as well as administrative responsibilities.

* Knowledge of Opera, Dayforce, and Excel preferred.

* Open availability, including late nights, overnights, weekends, and holidays.

**Ability to:**

* Provide a solid focus on the entire guest experience while managing and motivating the team.

* Display exceptional leadership skills with a personable disposition and a strong presence.

* Train all team members to standards.

* Select the best available personnel.

* Instruct and train all front office positions.

* Keep records of personnel and purchases.

* Complete frequent inventory and keep up with purchasing.

* Create team member scheduling and work assignments.

* Control the use of keys, materials, uniforms, and equipment.

* Control inventories of operational supplies.

* Make decisions on behalf of the organization that protect its interests and satisfy each guest.

* Take ownership of any problems or concerns brought to your attention by a guest or fellow team member.

* Attend weekly department head meetings and other scheduled meetings.

* Articulate goals and share information effectively.

* Encourage team members' ideas, initiative, and risk-taking.

* Lift up to 30 lbs.

**Work Environment:**

* Front Office, upper & lower lobbies, and all back-of-house spaces.

* Standing for prolonged periods of time.

* Under variable temperature conditions.

* Under variable noise levels.

Email us at:

hiring@personenyc.com