Director of Front Office

Reports to: General Manager 

Hotel Barrière Fouquet's - NYC is seeking a highly motivated Director of Front Office who shares a passion for hospitality. The primary duty will be to administer the front office operation and supervise staff on a daily basis. Ensures guest and employee satisfaction in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing the financial performance of the department.

Compensation and Benefits

• This position is bonus driven

• Employee Meals, Employee Referral Program, Commuter Discounts

• Excellent and Affordable Health Care coverage 

• Life Insurance and Disability Insurance / Great 401k with Company match

• 15 days of PTO and Company recognized Holidays

• Employee Meals, Employee Referral Program, Commuter Discounts

• Staff events and celebrations

• Salary: $110,000 - $130,000 per year

Responsibilities:

• Maintain a friendly and warm demeanor and provide excellent customer relations, with confidentiality and discretion.

• Assist guests with check-in and check-out processes (Register guests, verify registration, issue room keys and provide information on hotel services and room location)

• Maintain knowledge of hotel policies including room rates, discounts, special offerings, and events.

• Review monthly P&L’s with the General Manager and Department Managers and assist with monthly forecasting.

• Accept payments, post miscellaneous charges and ensure prompt delivery of final bills to guests.

• Resolve customer complaints and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.

• Monitor all front of the house financial operations and ensure front office compliance with accounting controls and procedures.

• Review correspondence from guests and incident logs and direct staff according to information obtained.

• Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction.

• Preparing and adjusting weekly work schedules in accordance with staffing guidelines and labor forecasts.

• Ensuring the safety of people, goods entrusted to you, safes and cash registers.

• Implementing and monitoring corrective actions under the framework of work practices reviews.

• Participating in and facilitating audits carried out by internal or external auditors.

• Ensuring operating procedures are followed in terms of professional practices and techniques (check-in and check-out...)

• Supervising the distribution of the tasks for different roles and supervising daily tasks for each role based on business needs and events.

• Supervising actions that require coordination with other departments depending on customer needs (priority, relocation, change, etc.)

• Ensuring customer complaints are correctly handled.

• Identifying employee training needs and training your team on changes in working practices and techniques.

• Up-sell rooms where possible to maximize revenue.

• Actively participating in department meetings and working closely with department heads.

• Recruiting department employees as required.

• Have a working knowledge of security procedures.

• Ensuring the safety of property and people.

Qualifications

• College degree or coursework in hospitality related fields preferred.

• At least 3 years of progressive experience in a luxury hotel or a related field required.

• Prior OPERA CLOUD experience required.

• Proficient computer skills, including Google Applications (Gmail, Meet, Calendar, Hangouts, etc).

• Strong analytical, communication, and computer skills.

• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.

• Requires standing for extended periods, walking, lifting up to 25 pounds, bending and reaching; may occasionally require lifting guest luggage.

• Must be flexible to work variable shifts (days, nights, overnights). Work schedule varies and may include working on holidays, and weekends.

• Fluency in English, additional language competency is a plus.

• FLSD certification is a plus.

Hotel Barriere Group 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.