Director of Front Office

• Works with Guest Attaché Team, Front Office Management, Sales & Revenue Management, and Valet leadership to ensure highest level of service, efficient operations and compliance.
• Oversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments.
• Monitors, reconciles and communicates accurate occupancy information to all hotel departments.
• Assist all Department Managers in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately and logged into ALICE.
• Acts as the hotels OPERA and ALICE champion. 
• Monitors department efficiency and praises or holds staff accountable for performance.
• Monitors and manages labor in all areas.
• Mentors and develops Managers and Staff and helps them identify career paths.
• Works closely with other department heads for any needs in any of the Front Office areas.
• Supervises new-hires and continuing training in all listed areas.
• Works with Director of Sales to determine room rates based on occupancy and revenue goals.
• Monitors through the Front Office Manager, cashier accuracy and over and short data, taking action and providing additional training as necessary.
• Ensures Credit Limit report is monitored on a daily basis, ensuring timely payment on accounts.
• Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and exceptional financial returns.
• Interacts frequently with guests to ensure total satisfaction with hotel services.
• Recruits and interviews all Butlers and Guest Relations Executive Team members. Final approval from Executive Leadership. 
• Oversees training of all Front Office area employees.
• Evaluates individual Manager performance, determining improvement and training needs and advancement requirements.
• Plans in advance for special events and ensures execution of plan.
• Supervises Front Desk preparation for all sold-out nights.
• Assists in investigating all cashier overages or shortages as reported by Controller and Director of Finance. 
• Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction.
• Sets goals for Front Office Department Manager.
• Attends pre-con meetings when held.
• Maintains clean and excellent condition of lobby, Front Desk, and Back Office.
• Ensures each department operates with sufficient inventories of office supplies.
• Ensures the provision of all appropriate information and collateral materials to guests.
• Ensures accurate communication of information to guest regarding all hotel operating hours.
• Attends and participates in departmental meetings for all Front Office Areas.
• Ability to make decisions on imperfect information.
• Agility in multi-tasking.
• Bias toward action.
• Decisiveness.
• Other duties as assigned by Hotel Manager.

• Your work schedule will be determined by the needs of the business, including weekends and evening shifts up to and including closing time within the food & beverage operation or overnight work. In addition, your schedule may change at times based on these needs.

• 5 years similar work experience.
• 21 years of age.
• A Bachelor degree in hospitality required. 
• Strong communication and people skills.
• Prior hospitality experience in similar position, luxury experience preferred but not required. 
• Flexible schedule.
• Ability to multitask and work in a fast paced environment.

Note: This job description is not intended to be a contract for employment, and the employer reserves the right to make any necessary revisions to the job description at any time.