Description

Scope of Position

The Director of Front Offices primary responsibility is to improve the guests experience through the management of the Front Office Manager, Guest Service Manager, Front Desk Agents, At Your Service Agents, Rooms Controller, and other associated departments. The Director of Front Office also holds accountability for instilling consistency JW Marriott Turnberry Miami Resort & Spa standards as well as generating and promoting ideas to enhance the guest experience.

Position Requirements

• Professional demeanor appropriate for a luxury environment.
• At least 5 years of progressive management experience in a hotel preferred.
• Previous Guest Relations and Front Office experience in a hotel required.
• Able to handle a multitude of tasks in an intense, ever-changing environment.
• Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests and members.

Responsibilities

• Responsible for overseeing Front Office, At Your Service, and Guest Services departments.
• Complete projects assigned by the Director of Rooms/Hotel Manager in a timely manner.
• Approach all encounters with guests, members and Associates in a professional and personalized manner.
• Resolve any and all guest concerns to conclusion including working with other departments to ensure guest satisfaction.
• Maintain the confidentiality of all guest and member information and pertinent resort data, as well as the security of high profile guests or members in accordance with JW Marriott Turnberry Miami Resort & Spa standards.
• Meet deadlines and coordinate among departments the delivery of quality amenities to guests.
• Serve as general guest information source. Act as a salesperson for the Resort.
• Actively participate in daily briefings and meetings.
• Actively participate in training and continuing education of Front Office/At Your Service/Guest Services staff.
• Understands GSS (Guest Satisfaction Survey).
• Responsible for actively recruiting and hiring.
• Responsible for scheduling, payroll and labor cost management.
• Ensure that all Front Office, Service Associates are in accordance with Resort accounting policies.
• Establish and maintain effective communication processes with all Resort departments.
• Build rapport with VIPs, Bonvoy members, distinguished visitors; escort guests to rooms, make welfare calls and encourage feedback throughout guest stays.
• Select and build a strong self-directed work team.
• Conduct Associate performance evaluations.
• Perform any other reasonable duties as required by management.

Education

• High School diploma or equivalent or GED; 4 years experience in guest services, front desk, housekeeping or related professional area.

OR

• 2 year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; 2 years experience in guest services, front desk, housekeeping or related professional area. Must actively participate in the decision making process on guest relocation for nights when over capacity, execute accordingly and ensure a smooth relocation process. This effort must be coordinated with the Front Office Manager and/or Manager on Duty prior to shift start.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Must be a team player.
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).

Physical Requirements

• On a continuous basis, stand or walk for long periods of time.
• Intermittently twist to reach equipment or supplies surrounding desk.
• Use telephone and computer keyboard daily.
• Must be physically fit to lift, pull, and push items up to 100lbs.
• Also requires standing/walking/reaching and bending throughout shift.

Qualifications