Director of Front Office Operations

JOB DESCRIPTION This Job Description is intended to provide a general overview of the tasks, duties and responsibilities with the position identified below. Although an individual employed in this position is expected to perform all of the functions referenced below, differences may exist depending on the specific location where an individual may be working.

 

 

JOB TITLE:       Director of Front Office Operations

           

REPORTS TO:   General Manager

 

PRIMARY RESPONSIBILITIES:

 

• Supervisory – 40%
• • Supervise and coordinate the activities of all front office staff.
  • Performs human resource functions for staff, including hiring, training, scheduling, and evaluating.
  • Hold team members accountable and celebrate team success.
  • Ability to supervise a large department, taking full responsibility for each function.
  • Able to coordinate schedules and services to meet the needs of our guests.
  • Ensure department has all things needed to be successful.
• Guest Services – 35%
• • Assist guests with any needs or questions that arise during check-in and checkout.
  • Requires excellent customer service and verbal and written communication skills.
  • Own all guest opportunities by providing guest with reasonable solutions.
• Administrative – 25%
• • Handles any billing questions and inquiries.
  • Performs all accounting duties including posting charges, account settlements, and shift closing.
  • Completes daily and weekly reports for management.
  • Work closely with all departments and ensure Front Office support hotel wide.
  • Develop strong relationships with outside vendors.
  • Comfort being primary security contact for the hotel.

 

 

JOB SPECIFICATIONS:

 

Physical Demands:   Must be able to see computer screens, data reports, and other documents. Must be able to hear well enough to communicate with co-workers, associates and customers, and attend meetings. Requires walking, standing, and sitting for extended periods of time. Must have free movement of hands for typing and lifting. Must be able to life 20 pounds infrequently.

 

Environmental Conditions:    Inside 95% of working time. Protection from weather changes, but not necessarily from temperature changes. May be requires to assist guests outside of the hotel, but, not off hotel property.

 

Essential Skills:  Requires knowledge of the hotel business policies, procedures and services. Must possess the ability to communicate positively with guests and co-workers. Must be able to work with differing computer software, including but not limited to: Microsoft Excel, Microsoft Word and Hotel property management systems. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Must be able to professionally represent the hotel.

 

Education/Vocational Preparation:  High school graduate or equivalent. One year of experience in the hospitality or industry equivalent preferred plus.