Director of Front Office

Job Description Summary

The Director of Front Office will function as the strategic business leader of the front desk, guest services, and telecommunication operations. The Director works with direct reports to develop and implement departmental and property-wide strategies that deliver products and services to meet or exceed the needs and expectations of the guest, owners, and employees that are consistent with the company and brand culture. The Director of Front Office also maintains a high quality of services offered to guests while maximizing profitability.

Job Description

Special Qualifications, Education or Licenses:

• 6 years’ experience in a similar position in an upscale Convention Hotel
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, or Business Administration preferred
• Ability to communicate in English both verbally and in writing
• Previous guest relations training and experience
• Valid Driver’s License

Essential Elements:

• Ability to work a flexible schedule.
• Ability to transport up to 40 pounds to and from the work area.
• Ability to move freely within the Front office areas.
• Ability to stand and sit for prolonged periods.

Job Tasks:

• Manage day-to-day operations and assignments of the front office and guest services staff; schedule, plan, and assign work.
• Communicate and enforce policies and procedures.
• Interview and hire new personnel according to Hotel policies and standards.
• Recommend and/or initiate disciplinary or other staffing/human resources-related actions per Company rules and policies.
• Ensure all staff is adequately trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to carry out their job functions effectively.
• Monitor the performance of staff and ensure all procedures are completed to the department standards; rectify deficiencies with respective personnel.
• Prepare and administer timely Performance Evaluations according to hotel standards.
• Prepare weekly work schedules following staffing guidelines and labor forecasts.
• Prepare daily/weekly payroll reports.
• Plan and conduct monthly departmental meetings and Daily Shift Meetings (DSM).

Job Tasks (cont’d):  

• Foster and promote a cooperative working climate, maximizing productivity, and associate morale.
• Develop and communicate departmental strategies and goals.
• Anticipate guests’ needs and respond promptly to guests’ requests and complaints.
• Implement appropriate service recovery guidelines to ensure total guest satisfaction.
• Resolve guest complaints ensuring guest satisfaction.
• Maintain positive guest relations at all times.
• Maintain confidentiality of guest and associates information and pertinent hotel data.
• Monitor the check-in/check-out process; anticipate critical conditions, and assist wherever necessary.
• Work closely with housekeeping to ensure the accurate status of each room, the readiness of rooms for check-in and to report guest concerns.
• Communicate with reservations and convention services on an individual basis to ensure adequate preparation for group arrivals and departures.
• Anticipate sold-out situations and know how many rooms are overbooked.
• Handle the relocation of guests by arranging rooms at area hotels, provide transportation if necessary, and communicate situations to appropriate departments.
• Review previous night’s no-shows and communicate to appropriate sales or catering/convention service manager.
• Review resumes for arriving groups and ensures earned comps are applied appropriately. Finalize group comp sheets and route to accounting and sales.
• Ensure all supervisor reports are completed.
• Ascertain departmental training needs and provide such training.
• Ability to comprehend P & L, budget reports, and write the commentary.
• Maintain complete knowledge of and comply with all departmental, divisional, and hotel policies, procedures, and standards.
• Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
• Review the daily activities, such as:
  • House count
  • Meetings and Appointments
  • VIPs/special guests
• Submit HotSOS orders for maintenance repairs and submit to Engineering.  Contact Engineering directly for urgent repairs.
• Review hotel activity, attend pre-convention, planning and staff meetings.
• Consult with potential clients during site visits.
• Ensure security of guest room access.
• Be famili