Director of Front Office

Description:

The Director of the Front Office’s primary purpose is to ensure the smooth operation of the front desk. To be responsible for directing, coordinating, and monitoring the overall Front Office operation as directed by the Hotel Manager. To direct the Front Office operation without the Hotel Manager.

This description of responsibilities is intended to provide essential guidance to outline a minimum performance standard.

While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guests, co-workers, and managers. The hotel believes in a culture where team members help each other and work together, with the most important task being to provide exceptional service to guests at all times.

As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job.

• Assist the Hotel Manager in setting up the Front Office training tools, standards and procedures, and training plans as a guideline for the Front Office Operation.
• Assist the Hotel Manager in supervising, organizing, directing, and coordinating the staff and activities of the Front Office.
• Assist the Hotel Manager in evaluating Guest satisfaction levels and monitoring trends, with a focus on continuous improvement.
• Ensure regular and VIP Guests are recognized, and that the Front Office department operates with a sales attitude and promotes the hotel's loyalty scheme.
• Conduct daily inspections and assist in maintaining proper protocols. Ensure that Front Office Agents perform their daily duties according to required standards.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Ensure Team Members know the hotel's products, services, pricing, policies, and the local area.
• Motivate and celebrate Team members' Success.
• Maintain procedures for the security of guests, hotel property, and emergency procedures.
• Analyze, generate reports, and communicate information to employees and appropriate departments.
• Assist in achieving budgeted revenues and expenses and maximize the room department's profitability. Investigate budget deviations and take immediate corrective action.
• Authorize accepting credit cards, cash payouts, and refunds in accordance with established procedures.
• Monitor and control guests’ credit status to ensure payments are collectible and received on time. Perform regular follow‑up on pending payments to ensure they are collected.
• Have Knowledge of hotel property, amenities, area attractions, and transportation.
• Fulfill the Manager on Duty shifts if required.
• Provide a professional image at all times through appearance and dress.

• OnQ experience is a plus.
• Previous experience in a similar position or at least one year of supervisory experience in a hotel.
• Scheduling flexibility.
• Strong organizational and communication skills.
• Strong computer skills.
• Excellent interpersonal skills.
• Ability to effectively multitask and work under pressure.
• Able to effectively resolve conflict.

For applicants working in NYC, the anticipated compensation range for the position is $80k annually. The annual salary offered to a successful candidate will depend on several factors, including, but not limited to, years of experience in the job and the required industry, education, etc.

Source:
Hospitality Online