Director Front Office Operations

                                                                Job Description

Job Title: Director of Front Office Operations

Reports To: Director of Rooms

Duties and Responsibilities

• Oversee the day-to-day operations and assignments of the Front Office team (Front Desk, Bell, Door and Concierge).   Responsible for leading a team of empowered individuals who strive to deliver personalized and extraordinary guest service and who take ownership for reacting to guest feedback and requests effectively and efficiently.


• 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.


• Ensure guest satisfaction data is analyzed and that plans are developed and implemented to exceed established goals for the Front Office operations.  This position will be responsible for monitoring our internal measures through Digital Alchemy and external social media sites, for example: TripAdvisor, Yelp, Hotels.com and Expedia.  Any negative reviews of the Front Office department must be addressed within 24 hours.


• Manage the Human Resources in the department in order to attract, retain and motivate the employees; hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.  Alert Director of Rooms or Director of Human Resources of potentially serious issues.


• Ensure all staff is properly trained and have the tools and equipment needed to effectively carry out their job functions.


• Schedule and regularly conduct routine inspections of the front office and public space areas to ensure cleanliness of such areas reflects highly on the hotel.  During such inspections also focusing in on preventative maintenance/safety concerns and areas which need addressed creating action plans for such deficiencies.


• Achieve budgeted revenues, control labor costs and expenses and maximize profitability within all areas of responsibility.


• Conduct monthly departmental meetings to ensure effective communication to team. 


• Promote teamwork and quality service through daily communication and coordination with other departments.  Key departmental contact includes Guest relations, accounting, revenue management, sales and marketing, catering, food and beverage, housekeeping, HR and maintenance. 


• Make recommendations to the Director of Rooms for capital improvements to enhance the assets of the company and hotel loyalty.


• Interact with outside contacts:
  
  
  
  • Guests – to ensure their total satisfaction
  
  
  • Owners and/or Principals – regarding operational updates and current issues
  
  
  • Vendors – to resolve any vendor performance issues, etc.
  
  
  • Other contacts as needed (Professional organizations, community groups, etc.)
  
  
  
  


• Perform other duties as assigned

Qualifications

Bachelor’s degree in Hotel Administration, Business Administration or equivalent, plus two to four years of general management experience in a high level operations role or some prior general management experience, or an equivalent combination of education and experience.  Must read, write and speak fluent English.  Other languages are preferred.

This job requires the ability to perform, with or without reasonable accommodation, the following:

• Standing and moving about the facilities


• Carrying or lifting items weighing up to 25 pounds


• Using a keyboard to generate correspondence, reports, etc.


• Handling objects, products, and equipment

Other:

• Communication skills are utilized a significant amount of time when interacting with others; demonstrated ability to interact with guests, employees and third parties that reflects highly on the hotel.  Ability to effectively deal with internal and external guests, some of whom will require high levels of discretion, patience, tact, and diplomacy.


• Reading and writing abilities are utilized often when completing paperwork and management reports, interpreting results, giving and receiving instructions, and training.


• Mathematical skills, including basic math, budgeting, profit/loss concepts, percentages, and variances are utilized frequently.


• Problem solving, reasoning, motivating, organizational and training abilities are used often.


• May be required to work nights, weekends, and/or holidays.