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Front Office Director

posted November 2, 2019

The Westin San Jose
San Jose, CA
761958 l

About This Job

Located in the historic Sainte Claire Hotel building, The Westin San Jose has undergone a full renovation. Our downtown hotel is near the convention center, San Jose State University, and the city's most popular shops, restaurants, and attractions. We are looking for a Director of Front Office to join this dynamic team and help ensure that every guest receives the superior experience they should expect from a Westin!

As the Director of Front Office, you run the show. You oversee the Front Office operations including Front Desk, Concierge, Telephone Operators and Bell Attendants. You Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate. You implement company and franchise programs and manage the operations of the Front Office to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers. You prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service. You resolve customer complaints; anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality. You Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues. You Monitor and maintain the Front Office systems and equipment to ensure their optimum performance. You Comply with attendance rules and be available to work on a regular basis, shifts will vary from overnight to AM/PM.

A successful candidate will possess the following skills and abilities:

• Able to communicate in written & spoken English.

• Self-starting personality with an even disposition.

• Maintain a professional appearance and manner at all times.

• Must be willing to “pitch-in” and help co- workers with their job duties and be a team player.

• Ability to grasp, lift, carry or otherwise move materials weighing up to 100 lbs.

• Ability to move throughout building, bend, stoop and reach to assist other staff members,

• Proficient in Microsoft Word, Excel, Office, and Power point.


Customer Satisfaction:

Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

Work Habits:

In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Safety & Security:

The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)


About This Employer

The Westin San Jose

302 South Market Street
San Jose, CA 95113

(408) 295-2000

171 Room Hotel

Our Hotel

The newly renovated Westin San Jose is in the historic Sainte Claire hotel building. Our downtown hotel is near the convention center, San Jose State University, the city's most popular shops, restaurants and attractions. Meetings and events are flawlessly executed in our function rooms, which combine vintage charm with state-of-the-art technology. Catering can be provided by Il Fornaio, our acclaimed restaurant that specializes in fresh, authentic Italian cuisine. Relaxing, inspiring and sophisticated, our guest rooms and suites reflect our desire to address every need. Guests can connect via High Speed Internet Access and 40-inch LCD TVs, sleep blissfully in a Westin Heavenly® Bed and renew with the Heavenly® Bath.