Director of Front Office

Director Of Front Office

The Director of Front Office is responsible for the management of all aspects of the Front Desk, Guest Relations Managers, and Guest Services Managers while providing all guests with quality service, maximizing room revenue and productivity, and developing managers and employees.

Responsibilities include:

• Responding to all guest requests, problems, complaints and/or accidents. Following up to ensure guest satisfaction.
• Motivating, training, and counseling all Front Office personnel according to hotel standards.
• Conducting all Front Office interviews and following hiring procedures according to Highgate Hotel Standards.
• Maintaining the department's schedule, payroll, and commission.
• Developing employee morale and ensuring training of Front Office personnel.
• Maintaining a professional working relationship and promoting open lines of communication with managers, employees and other departments.
• Ensuring implementation of all Highgate Hotel policies and house rules.
• Monitoring room inventory to ensure the maximization of room's revenue and occupancy.
• Touring Front Office operating departments daily, greeting employees and soliciting feedback.
• Analyzing rate variance and monitoring credit report.
• Monitoring and supporting guest satisfaction surveys and social media platforms.
• Monitoring expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
• Strictly enforcing front office and accounting SOP's.
• Conducting walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
• Conducting regular Front Office meetings.
• Having regular performance review meetings with managers and employees.
• Monitoring labor expenses through schedule approval process and ensuring budgeted productivity is met.
• Working in conjunction with the Hotel Manager and General Manager to prepare the Front Office annual budget.
• Operating all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Partnering with other department heads, including third party companies, to identify efficiencies and ensure operational synergy.
• Responsible for ensuring effective processes and response time of guest interactive tools, including but not limited to texting, apps, and social media channels.
• Maintaining key control system.
• Carrying a cell phone at all times.
• Monitoring all V.I.P.'s, special guests, and group requests.
• Ensuring overall guest satisfaction.
• Involvement in the Lobby Ambassador coverage.
• Ensuring overall associate satisfaction.

Qualifications include:

• At least 3 years of progressive experience in a hotel or a related field.
• Previous management experience required.
• Knowledge of Room Master PMS preferred.
• Multi-lingual preferred.
• Long hours sometimes required.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Outstanding verbal and written communication skills with all levels of employees, guests and third party companies.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Participate in M.O.D. coverage as required.
• Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, including wearing nametags.
• Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to maintain confidentiality of information.
• Perform other duties as requested by management.
• Maintain a warm and friendly demeanor at all times.