Director of Front Office

$115,000.00 to $130,000.00 per year

Director of Front Office

Essential Job Functions:

• Will serve as weekly weekend MOD for The Hotel.
• Maintain daily direct management of hourly departmental staff: bell staff, front desk
  • Coordinate staff scheduling decisions and changes when needed.
  • Coordinate front desk staff/bell staff training and development sessions, especially with international internship trainee program.
  • Update and submit payroll for weekly submission.
  • Research disputes and resolve guest issues in a timely manner and conduct follow as needed.
  • Delegate weekly responsibilities to shift and front office managers as needed.
• Indirectly manage Guest Relations.  Coordinate with the Director of Guest Relations to ensure seamless handoff  of guest preferences and high level execution.
  • Coordinate with reservations, housekeeping and sales departments to maintain accurate reports about updated room availability, rates and VIP guests for each day.
  • Train and update staff where necessary on system updates and/or which affect daily operations (e.g. Opera PMS, Saflok, Knowcross).
  • Conducts new hire staff interviews for front office department.
  • Assist with projects assigned by General Manager or Hotel Manager to be completed by deadline.
• Responsible for overseeing front office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
• Accountable for ensuring the smooth operation of Front Office in a friendly, efficient, and courteous manner, providing all guests with quality service prior to arrival and throughout their stay.
• Managing daily operations of the front office team, including unionized and nonunion team members and front office managers
• Motivate, coach, counsel and discipline all front office personnel according to The Mark Standards.
• Be present and visible in the lobby and other key areas of the front office. 
• Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and other employees.
• Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Analyze rate variance, monitor credit report, and maintain close observation of daily house count.
• Ensure participation within the daily Rooms Operations and executive meetings.
• Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements and Union standard.
• Prepare and conduct all Guest Services Agents and Front Office Managers interviews.
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Review daily Front Office work and activity reports generated by Night Audit
• Meet and greet VIP guests.
• Oversee the mail room to ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

Qualifications

• The ideal candidate for this role will have 4 or more years of Front Office management experience.
• Luxury hotel experience.
• Experience working with unionized team members.
• Hospitality professional who is passionate about delivering exceptional guest experiences in a luxury setting
• Ability to lead and mentor junior managers and provide coach and counseling as needed.
• Be comfortable communicating and interfacing with other key departments such as Housekeeping, Sales and Marketing, Food and Beverage and Guest Relations.
• 4 year college degree preferred