Director of Front Office

Description:  

The Director of the Front Office's primary purpose is to ensure the front desk's smooth operation.  To be responsible for directing, coordinating, and monitoring the overall Front Office operation as directed by the Hotel Manager and General Manager.

HOTEL VALUES: 

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

The job duties listed below describe the general nature and level of work being performed. However, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guest, team members, and peers.  The hotel believes in a culture where team members help each other and work together in an environment where the most important task is providing 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.

• JOB DUTIES:

  • Set up the Front Office training tools, standards and procedures, and training plans as a guideline for the Front Office Operation.

  • Supervise, organize, direct, and coordinate the staff and activities of the Front Office.

  • Evaluate levels of guest satisfaction and monitor 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 loyalty to the hotel.

  • Ensure that Guest Service Agents perform their daily duties according to the required standards.

  • Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.

  • Knowledge of hotel property, amenities, area attractions, and transportation. Ensure Team Members know the hotel products, services, pricing, policies, and the local area.

  • Motivate and celebrate Team members' Success.

  • Knowledge of hotel safety, security, and emergency procedures to provide guests and team members a safe environment. 

  • Analyze, generate reports and communicate information to team members and appropriate departments.

  • Assist in achieving budgeted revenues and expenses and maximize the room department's profitability. Investigate deviations from the budget and take immediate corrective action.

  • Authorize the acceptance of credit cards, cash paid-outs, and refunds based on established procedures.

  • Monitor and control guests’ credit status to ensure that payment is collectible and received on time. Perform a regular follow-up for pending payments to ensure that they are collected.

  • Fulfill the Manager on Duty shifts if required.
    
    
    

• JOB REQUIREMENTS:

  • Hotel PMS experience is a plus

  • Previous experience in a similar position in a hotel or a minimum of 3+ years of assistant front office management experience

  • Scheduling flexibility

  • Strong organizational and communication skills

  • Strong computer skills

  • Excellent interpersonal skills

  • Ability to effectively multi-task and work under pressure

  • Able to effectively resolve conflicts