Director of Front Office

We are seeking a full-service hotel experienced Director of Front Office with strong abilities to lead, motivate, empower, develop a team and assist staff in performing their duties to the best of their abilities. Who can foster a positive and collaborative work environment, and coaching staff as needed.

We are a drug-free workplace; pre-employment criminal background check required.  We participate in E-Verify.

What you will be doing

Roles and Responsibilities: This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.

• Inform all Front Office staff of daily activities, group and VIP arrivals as well as special requests and repeat guests. Check accommodation, making sure any special requests are carried out accordingly, greet guests upon arrival and ensure escort to accommodations if appropriate.
• Manage and monitor activities of all employees in the Front Office department making sure they adhere to the brand standards of excellence, hotel/management’s policies & procedures.
• Lead, coach, and develop front office employees to maintain IHG brand and service standards.
• Act as manager on duty for the hotel, dealing with complaints, problem solving, disturbances, special requests and any other issues that may arise.
• Conduct routine inspections of the front office and public areas to ensure appearance of such areas reflect highly on the hotel, brand, and company. Correct and/or report any deficiencies.
• Support revenue growth through upselling to maximize revenue for the hotel, occupancy management, and front desk sales initiatives.
• Work closely with other departments – Housekeeping, Engineering, Sales to improve guest services and foster cross departmental communication.
• Undertake full responsibility for Scheduling and Payroll of the department, manage labor costs and expenses within budget.
• Oversee night audit functions, billing procedures, and financial reporting.
• Hold monthly department meetings keeping staff informed of all activities in the hotel, reinforcing Brand Standards and promoting a strong team atmosphere and culture.
• Undertake full responsibility for managing operating expenses and purchasing for the department.
• Ensure compliance with safety regulations, emergency procedures, and company policies.
• Always maintain a professional and high-quality service-oriented environment.

Requirements: Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules (including Holidays and weekends) to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.

Experience:

• A minimum of four (4) consecutive years of previous Front Office Management experience in a full - service hotel strongly preferred. 
• Union environment a plus. 
• OPERA operating system
• Team leadership and staff development
• Conflict resolution
• Revenue optimization
• Multitasking in fast-paced environments
• Strong interpersonal skills

Key Performance Indicators (KPIs)

• Guest satisfaction scores
• Front desk upselling revenue
• Occupancy and ADR support
• Check-in/check-out efficiency
• Employee retention and engagement
• Service recovery effectiveness

Requirements

• Must be able to speak, read, write and understand the English which the primary language is used in this workplace.
• Strong knowledge of computers and software - Microsoft Office – Outlook, Word, Excel, PowerPoint. 
• Strong leadership and team management skills.
• Excellent attention to detail and organizational skills.
• Great communication and interpersonal abilities.
• Ability to work in a fast-paced environment
• Ability to work diverse shifts, nights, weekends, and holidays, infusing a sense of excitement and variety into your routine.
• Multilingual is a plus (French/Creole/Spanish).

Friendwell Managed Hotels function twenty-four hours a day, seven days a week, 365 days a year. As a part of the hospitality industry a hospitable service atmosphere must be always maintained. All employees are required to project a friendly, welcoming, and positive attitude.