The Director of Front Office is responsible for ensuring the operation of the Guest Services Department in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

ESSENTIAL JOB FUNCTIONS

• Motivate, coach, counsel and discipline all Front Office Staff.
• Develop employee morale and ensure training of Guest Services personnel.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
• Participate in required Manager on Duty program as scheduled.
• Prepare employee Schedule according to business forecast, payroll budget guidelines and productivity requirements.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Resolve guest complaints, ensuring guest satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• all hotel features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled in-house group activities, locations and times.
• all hotel and departmental policies and procedures.

• Access all functions of the computer system.
• Answer department telephone within specified amount of rings determined by property guidelines, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment.  Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all staff are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Monitor expenses (telephone, cost of sales, supplies, T/A commissions and labor).  Track actuals against budget.
• Prepare and adjust weekly work schedules in accordance with staffing guidelines and labor forecasts.
• Coordinate breaks for staff.
• Assign work duties to staff.
• Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
• Monitor the hotel front entrance and resolve any congested situations.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
• Monitor communication logs and ensure that guest requests are followed up within specified minutes determined by property guidelines.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/employee accidents or injuries and in emergency situations.
• Contact newly registered guests within specified minutes determined by property guidelines after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.  Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
• Contracted banks
• Shortages/overages
• Late charges
• Petty cash/paid out

ESSENTIAL REQUIREMENTS:

• Any combination of education and experience equivalent to graduation from high school or any other combination of training or experience that provides the required knowledge, skills and abilities.
• Previous hospitality experience
• Previous experience with Windows, Office, and SMS or similar property management system.
• Must be able to speak, read, write, hear and understand the English language.
• Must be able to handle multiple tasks in a fast paced environment.
• Ability to sustain composure at all times and remain calm during difficult situations.
• Must have excellent guest and associate relations skills. Skilled in problem solving by identifying the problem and working through it.
• Possess strong leadership, motivational, organizational and verbal communication skills.
• Excellent office and organizational skills including office procedures, filing systems and equipment.
• Must be able to work, varied shifts and flexible schedules