Director of Front Office

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Be a part of the historic castle on the park, The Plaza, A Fairmont Managed hotel, a timeless landmark capturing memories since 1907. Located in the heart of midtown, The Plaza now features 282 luxury hotel rooms and suites, the elegant Champagne Bar as well as the legendary Palm Court, New York City’s premier destination for afternoon tea. The Plaza offers the Five Diamond standard of excellence and sophistication while offering an authentically local and unrivalled experience for our guest.

Reporting to the Director of Rooms, the Director of Front Office is responsible for meeting & exceeding the needs of our three constituents: Colleagues, Owners, and Guests through the smooth and efficient operation and profitability of the Front Office and related departments.

RESPONSIBILITIES:

• Oversee operations of the following departments: Guest Reception, Royal Service (PBX), VIP Services/Rooms Controller, Concierge, Guest Experience and Guest Services.
• Establish and maintain a good working relationship between the hotel and local community affairs.
• Maintain standards of conduct and appearance as outlined in hotel policies. 
• Participate in communication meetings within all related departments to front office
• Adhere to the code of business conduct
• Ensure managers from the Front Office have adequate training and career development to ensure solid succession planning
• Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction
• Oversee hiring, training and performance management of all Front Office Colleagues
• Ensure all guest comments and complaints relating to the Front Office departments are responded to and properly followed-up per company policy
• Ensure operational budget for all Front Office departments is adhered to and all operating and labor costs are controlled
• Ensure that Revenue Management policies and procedures are understood and put into practice by all Guest Reception staff
• Ensure the safety and well being of all guests and co-workers by having a working knowledge of crisis and emergency procedures
• Lead Front Office Departments to maintain a superior level of guest satisfaction using Forbes Travel Guide and LQA standards.  
• Lead Front Office Departments to maintain superior colleague engagement as measured in the annual Employee Opinion Survey.  
• Must be able to present to and effectively communicate with large audiences
• Assist with the preparation of the annual budget and ongoing forecasts to ensure accurate revenue, expense, productivity, and efficiency levels
• Develop performance goals with action plans that will ensure continuous improvement in all areas of service
• Ensure Talent & Culture policies and Collective Bargaining Agreement requirements are followed and appropriate forms are completed in a timely manner for payroll deadlines
• Ensure proper follow up and resolution of all outstanding issues in a timely manner

Compensation: $110,000 - $115,000 per annum plus bonus

• Bachelor’s Degree or 4 yrs combined of Front Office experience in a senior leadership role.
• Superior communication, verbal and writing skills.
• Impeccable grooming standards
• Excellent Guest Service skills
• Strong time-management skills
• Must be able to meet deadlines on time with accuracy
• Able to speak an additional language is a bonus
• Must have “Hands on” approach in leading a team
• Must have flexible work schedule as business dictates needs.
• Excellent at building relationships with all departments.
• Union Experience preferred
• Strong decision maker
• Not a desk job – must be “present” on the floor

All your information will be kept confidential according to EEO guidelines.