Director of Front Office Operations

Department: Rooms

Position: Director of Front Office Operations

Reports to: General Manager

Supervisory Responsibilities: Front Office support staff including Front Desk Agents, Valets, Bellman, Concierge, MOD, and Night Audit.

Position Overview: Accountable for the effortless and seamless movement of guests in and out of the hotel. Responsible for providing exceptional levels of guest service through the entire guest stay.

These duties may be described as, but not limited to:

• Responsible for the hiring, training, and direction of all department employees.
• Ensure that all front of house quality standards are complied with, and that policies and procedures are consistently followed.
• Responsible for monitoring PMS system and other interfaces to be certain that they are functioning properly and in good working order. Maintain contact with service providers and emergency telephone numbers.
• Maintain constant communication with accounting, making sure the nightly reporting is accurate, and update as needed.
• Work with food and beverage team on special events, monitor the books, increase covers and exposure.
• Monitor the pre-arrival process with the concierge team.
• Coordinate new marketing material and initiatives with the marketing team.
• Coordinate activities and initiatives with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.
• Supervise the activities and the service levels of the telecommunications as applicable.
• Ensure that the front of house teams follow all quality standards, policies, and procedures.
• Maintain brand standards in guest rooms, inspecting all rooms on a regular basis.
• Work with maintenance, and housekeeping on room standards, and areas to improve.
• Review schedules for all departments adhering to budgeted goals.
• Ensure efficient guest interaction, follow ups, and communication between the team and guests.
• Interact with guests as needed; resolve all complaints in a timely and professional manner.
• Review guest surveys, contacting if necessary, conducting follow up procedures.
• Capitalize on all revenue opportunities, including walk-ins, upsell of room types and length of stay.
• Accountable for making sure that all team members process credit cards and cash transactions accurately. Ensure that all deposits are managed correctly, and recorded for accounting.
• Follow through with all messages to be certain that they are delivered on a timely basis.
• Ensure that the dress code is always complied with.
• Identify strengths and weaknesses of the day to day operations and ensure timely completion of performance appraisals.
• Attend regular department meeting and update front staff with current communications bulletins.
• Conduct department meetings weekly.
• Other duties as assigned.

Required Knowledge, Skills, Abilities:

• Requires effective communication skills, both verbal and written.
• Most tasks are performed in a team environment with employee acting as team leader.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services, and facilities.

Minimum Qualifications:

• Bachelor’s degree preferred.
• Two to four years experience in front office/housekeeping/guest services, including at least two years supervisory experience required.
• Extensive knowledge of the hotel, its services, and facilities.
• Ability to input and access information in the property management system, Maestro preferred.

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 from time to time.