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Director of Front Office

Posted July 25, 2022

Sheraton Boston Hotel
Boston, MA
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About This Job

Job Number

22084664

Job Category

Rooms & Guest Services Operations

Location

Sheraton Boston Hotel, 39 Dalton Street, Boston, Massachusetts, United States VIEW ON MAP

Schedule

Full-Time

Located Remotely?

N

Relocation?

Y

Position Type

Management

Job Summary

Responsible for all front office functions and staff as well as security staff functions. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Candidate Profile

Education And Experience
  • High school diploma or GED; 6 years experience in the guest services, front desk, or related professional area.

OR

  • 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 4 years experience in the guest services, front desk, or related professional area.

Core Work Activities

Leading Front Desk, Guest Services, And Security Teams
  • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
  • Encourages and builds mutual trust, respect, and cooperation among team members.
  • Serves as a role model to demonstrate appropriate behaviors.
  • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
  • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.
  • Ensures recognition of employees is taking place across areas of responsibility.
  • Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
  • Celebrates successes and publicly recognizes the contributions of team members.

Managing Guest Services And Front Desk Teams

  • Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
  • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
  • Develops specific goals and plans to prioritize, organize, and accomplish work.
  • Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
  • Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.
  • Supervises and coordinates all activities for luggage attendants, garage valets, door attendants, and concierge.
  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
  • Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
  • Manages department controllable expenses to achieve or exceed budgeted goals.
  • Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.
  • Handle guest complaints and verify that all guest issues are resolved.

Managing Security Team

  • Protects property and provides a safe environment for guests and staff.
  • Oversees all on-duty security personnel, including dispatcher.
  • Supervises and coordinates job assignments and verifies that each officer is briefed on the day’s activities.
  • Complies information and files written security reports.

Managing Projects And Policies

  • Verifies compliance with all Front Office policies, standards and procedures.
  • Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

Providing Exceptional Customer Service

  • Provides services that are above and beyond for customer satisfaction and retention.
  • Coordinates activities with other hotel departments in order to facilitate incrased levels of communication and guest satisfaction.
  • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
  • Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
  • Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations.
  • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
  • Strives to improve service performance.
  • Empowers employees to provide excellent customer service.
  • Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
  • Responds to and handles guest problems and complaints.
  • Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing And Conducting Human Resource Activities

  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
  • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
  • Establishes challenging, realistic and obtainable goals to guide operation and performance.
  • Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
  • Verifies employees are treated fairly and equitably.
  • Manages employee progressive discipline procedures for Front Office Staff.
  • Administers the performance appraisal process for direct report managers.
  • Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Additional Responsibilities

  • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
  • Analyzes information and evaluating results to choose the best solution and solve problems.
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
  • Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.
Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We welcome guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experiences, we encourage you to explore your next career opportunity with Sheraton.

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About this Employer

Sheraton Boston Hotel

39 Dalton Street
Boston, MA 02199

(617) 236-2000

1,220 Room Hotel

www.starwoodhotels.com

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Stay in the Heart of Boston

Ideally located for business or leisure, Sheraton Boston Hotel is in the heart of one of America’s most historic cities. Four miles from Logan Airport and blocks from the financial district, Charles River, trendy Newbury Street and Fenway Park.

Find Everything You Need

Our remodeled hotel offers indoor walkways to the Hynes Convention Center, The Shops at Prudential and Copley Place. Stay connected to what's important at our refurbished lobby’s 'connection destination,' Link@Sheraton experienced with Microsoft.

Sleep Sweetly

Take in fantastic views from one of our 1,220 newly renovated guestrooms, featuring a 37” flat screen TV, ergonomic workspace, High Speed Internet Access, our signature Sheraton Sweet Sleeper™ Bed and exclusive Shine for Sheraton™ bath amenities.

Discover Boston with Starwood

The Sheraton Boston Hotel is centrally located in Boston's popular Back Bay and is just steps from some of the city's most popular attractions. Love to shop? The hotel is connected to the Prudential Center and upscale Copley Place Mall, offering more than 200 shops and restaurants, and is also just one block from famed Newbury Street, known for its designer boutiques.

A popular winter 'hot spot', nearby Frog Pond in the Public Gardens offers outdoor ice-skating. Or during the warmer months, join up with the many joggers and spectators who fill the paths alongside the Charles River.

For the historian in you, the Freedom Trail will lead you through Boston, stopping at Paul Revere's House, Old North Church, Old South Meeting House and many other sites. The Aquarium, Museum of Fine Arts and the Museum of Science are also all nearby. Duck Tours can be arranged through the hotel, and some of New England's most scenic beaches are only a short drive away.