Director, Front Desk

TWA Hotel Front Desk Director

The Director of the Front Desk will be responsible for all front office functions and team members. As a department head this role directs and works with managers and team members to successfully execute all front desk operations, including guest front and departure procedures while striving to continually improve guest and team member satisfaction and maximize financial performance of the department.

Responsibilities include utilizing interpersonal and communication skills to lead, influence, and encourage others, advocating sound financial and business decision making, demonstrating honesty and integrity, leading by example, establishing and maintaining open, collaborative relationships with team members, ensuring recognition of team members is taking place across areas of responsibility, communicating performance expectations in accordance with job descriptions for each position and monitoring progress, achieving and exceeding goals including performance goals, budget goals, team goals, etc.,

developing specific goals and plans to prioritize, organize, and accomplish them, keeping Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results, conducting and leading department meetings and continually communicating a clear and consistent message regarding the Front Office goals to produce desired results, reviewing staffing levels to ensure that guest service, operational needs and financial objectives are met, understanding the impact of Front Office operations on the overall hotel success, managing department controllable expenses to achieve or exceed budgeted goals, ensuring compliance with all Front Office policies, standards, and procedures, ensuring property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs), providing services that are above and beyond for customer satisfaction and retention, acting as the "Service Champion" for the Front Office and creating a positive atmosphere, empowering team members to provide excellent customer service, reviewing comment cards, guest satisfaction results, and other data to identify areas of improvement, responding to and handling guest problems and complaints, identifying the developmental needs of team and coaching, mentoring, or otherwise helping others to improve their knowledge or skills, ensuring team members are treated fairly and equitably, managing team member progressive discipline procedures for Front Office Staff, interviewing and hiring supervisors and team members with the appropriate skills in a timely manner to meet the business needs of the operation, and attending and facilitating all hotel required meetings and trainings.

Requirements include previous Front Office Director experience, at least 6 years of progressive experience in a hotel or a related field preferred, a 4-year college degree preferred, effective communication skills both verbally and written, ability to multitask and prioritize, excellent problem solving and diplomacy, ability to maintain confidentiality of information, strong leadership skills and an aptitude for self-motivation, a can-do attitude and a hands-on approach, strong computer skills, a flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel, effective listening skills and understanding in concerns raised by both team and guests.