Director of Front Office

$115,000.00 to $130,000.00 per year

Director of Front Office

Essential Job Functions:

Will serve as weekly weekend MOD for The Hotel.

Maintain daily direct management of hourly departmental staff: bell staff, front desk

• Coordinate staff scheduling decisions and changes when needed.

• Coordinate front desk staff/bell staff training and development sessions, especially with international internship trainee program.

• Update and submit payroll for weekly submission.

• Research disputes and resolve guest issues in a timely manner and conduct follow as needed.

• Delegate weekly responsibilities to shift and front office managers as needed.

Indirectly manage Guest Relations. Coordinate with the Director of Guest Relations to ensure seamless handoff of guest preferences and high level execution.

• Coordinate with reservations, housekeeping and sales departments to maintain accurate reports about updated room availability, rates and VIP guests for each day.

• Train and update staff where necessary on system updates and/or which affect daily operations (e.g. Opera PMS, Saflok, Knowcross).

• Conducts new hire staff interviews for front office department.

• Assist with projects assigned by General Manager or Hotel Manager to be completed by deadline.

Responsible for overseeing front office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Accountable for ensuring the smooth operation of Front Office in a friendly, efficient, and courteous manner, providing all guests with quality service prior to arrival and throughout their stay.

Managing daily operations of the front office team, including unionized and nonunion team members and front office managers

Motivate, coach, counsel and discipline all front office personnel according to The Mark Standards.

Be present and visible in the lobby and other key areas of the front office.

Ensure that employees are always attentive, friendly, helpful, and courteous to all guests, managers, and other employees.

Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front Desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.

Analyze rate variance, monitor credit report, and maintain close observation of daily house count.

Ensure participation within the daily Rooms Operations and executive meetings.

Prepare employee schedule according to business forecast, payroll budget guidelines and productivity requirements and Union standard.

Prepare and conduct all Guest Services Agents and Front Office Managers interviews.

Ensure that no-show revenue is maximized through consistent and accurate billing.

Review daily Front Office work and activity reports generated by Night Audit

Meet and greet VIP guests.

Oversee the mail room to ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.

Qualifications

The ideal candidate for this role will have 4 or more years of Front Office management experience.

Luxury hotel experience.

Experience working with unionized team members.

Hospitality professional who is passionate about delivering exceptional guest experiences in a luxury setting

Ability to lead and mentor junior managers and provide coach and counseling as needed.

Be comfortable communicating and interfacing with other key departments such as Housekeeping, Sales and Marketing, Food and Beverage and Guest Relations.

4 year college degree preferred