SUMMARY
The Director of Front Office is responsible for the oversight of day-to-day processes of the hotel's Front Office Divisions consisting of the Front Office, Guest Services (Bellman & Hospitality Lounge), Valet Parking, Concierge and Guest Relations.
ESSENTIAL FUNCTIONS OF THE POSITION
- Resolves guest concerns, overseeing scheduling, coaching, and counseling, enforcing department Forbes Standards, staff development, interviewing/hiring, and supporting the department managers with coverage in their respective areas.
- In addition to, maximizing room revenue, controlling expenses, and driving the highest level of customer service, this position also collaborates with the Hotel Director, Director of Owners Relation, Director of Engineering , Security Director and Executive Housekeeper to coordinate major projects such as renovations, capital expenditures, PRP (Perfect Room Program) & equipment changes.
- Assists with conducting Rooms Divisions meetings, including monthly financial review with managers & senior hotel directors.
- Monitors labor expenses through schedule approval process.
- Ensure service and product standards are maintained at a 4-star level.
- Train and develop staff in the Front Office Departments.
- Decision-making and assist with policy formulation for the Rooms Division in collaboration with the Hotel Director.
- Develop and implement programs to increase customer quality and service.
- Manage and monitor all guest satisfaction scores, implementing corrective action as needed and communicating to leadership.
- Monitor, review, follow up and respond to all guest survey and feedback received. i.e. Medallia, Trip advisor, IPrefer and Expedia
- Implement coordination among the Front Office departments to interface with all other hotel departments.
- Perform all duties in a professional manner and in accordance with company policies.
- Flexibility to work a varied schedule due to business levels and industry demand to include evenings, overnights shifts, weekends and holidays.
- Follow all safety procedures to ensure a safe working environment.
- Maintain standards as outlined in employee handbook and departmental training.
- Ensuring all areas operate according to hotel standards and revenue goals are met.
- Review hotel communications and disseminate information to Rooms department employees.
- Represents the hotel as Manager on Duty in the absence of senior leadership.
- Monitors and responds appropriately to guest service functions in departments, ensuring service standards are maintained.
- Participates in weekly Operations, Sales Strategy and Payroll review meetings and daily stand-up meeting.
- Ensures that staff have been trained in all aspects of their job descriptions, including the handling of life safety emergencies, according to company policies and procedures.
- Maintains and updates department training and standards manuals.
- Ensures that monthly department meetings are held for all areas.
- Ensures that all guest service standards are met including cleanliness of guest rooms and public space. Resolves guest service problems promptly and effectively.
- Performs administrative duties such as performance evaluations, disciplinary action, etc. in a fair, timely, and accurate manner.
- Regularly works with the Hotel Director to evaluate front office computer and telecommunications systems, recommending upgrades that improve guest service and meet Federal and State requirements.
