Director of Front Office

Front Office Manager

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.

Education and Experience

• 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.

Leading Front Desk, Guest Services, and Security Teams

• 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.

Managing Guest Services and Front Desk Teams

• 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.

Managing Security Team

• 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.

Managing Projects and Policies

• Verifies compliance with all Front Office policies, standards and procedures.

• Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed…