Complex Director of Front Office

Additional Information Relocation Assistance Available

Job Number

Job Category Rooms & Guest Services Operations

Location 5060 West Alabama, HOUSTON TX 77056, United States

Schedule Full Time

Located Remotely? N

Position Type Management

Pay Range: $89,000-$113,000 annually

Bonus Eligible: Y

Responsible for all front office functions and staff as well as security staff functions. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates.

Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

• High school diploma or GED; 6 years experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 4 years experience in the guest services, front desk, or related professional area.

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
• Ensures recognition of employees is taking place across areas of responsibility.
• Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.

• Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Develops specific goals and plans to prioritize, organize, and accomplish work.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
• Supervises and coordinates all activities for luggage attendants, garage valets, door attendants, and concierge.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.
• Handle guest complaints and verify that all guest issues are resolved.

• Protects property and provides a safe environment for guests and staff.
• Oversees all on-duty security personnel, including dispatcher.
• Supervises and coordinates job assignments and verifies that each officer is briefed on the day’s activities.
• Complies information and files written security reports.