Director of Front Office

JOB SUMMARY

Responsible for all front office functions and staff as well as security
staff functions. Areas of responsibility include Bell Staff, Switchboard
Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets,
and Security, as applicable. As a department head, directs and works
with managers and employees to successfully execute all front office operations,
including guest arrival and departure procedures. Works to establish a safe
and secure environment for all guests and associates. Strives to continually
improve guest and employee satisfaction and maximize the financial performance
of the department.

CANDIDATE PROFILE

Education and Experience

• High school diploma or GED; 6 years
experience in the guest services, front desk, or related professional area.

OR

• 2-year degree from an accredited university in Hotel
and Restaurant Management, Hospitality, Business Administration or related
major; 4 years experience in the guest services, front desk, or related
professional area.

CORE WORK ACTIVITIES

Leading Front Desk, Guest Services, and Security Teams

•
Utilizes interpersonal and communication skills to lead, influence,
and encourage others; advocates sound financial/business decision making;
demonstrates honesty/integrity; leads by example.

• Encourages and builds
mutual trust, respect, and cooperation among team members.

• Serves as
a role model to demonstrate appropriate behaviors.

• Supervises
and manages employees.

Manages all day-to-day operations. Understands employee positions well enough
to perform duties in employees' absence.

• Establishes and maintains
open, collaborative relationships with employees and ensures employees do
the same within the team.

• Ensures recognition of employees is taking
place across areas of responsibility.

• Communicates performance
expectations in accordance with job descriptions for each position and monitors
progress.

• Celebrates successes and publicly recognizes
the contributions of team members.

Managing Guest Services
and Front Desk Teams

• Achieves and exceeds goals including
performance goals, budget goals, team goals, etc.

• Manages day-to-day
operations, ensuring the quality, standards and meeting the expectations of
the customers on a daily basis.

• Develops specific goals and plans
to prioritize, organize, and accomplish work.

• Keeps Front Office team
focused on the critical components of operations to drive guest satisfaction
and the desired financial results.

• Conducts department meetings
and continually communicates a clear and consistent message regarding department
goals to produce desired results.

• Supervises and coordinates all
activities for luggage attendants, garage valets, door attendants,
and concierge.

• Reviews staffing levels to ensure that guest service,
operational needs and financial objectives are met.

• Understands
the impact of Front Office operations on the Rooms area and overall property
financial goals.

• Manages department controllable expenses to achieve
or exceed budgeted goals.

• Provide recommendations and reports
for capital expenditures, repairs and maintenance programs for all front office
areas.

• Handle guest complaints and verify that all guest issues
are resolved.

Managing Security Team

• Protects
property and provides a safe environment for guests and staff.

• Oversees
all on-duty security personnel, including dispatcher.

• Supervises
and coordinates job assignments and verifies that each officer is briefed on
the day’s activities.

• Complies information and files written security
reports.

Managing Projects and Policies

• Verifies
compliance with all Front Office policies, standards and procedures.

•
Verifies property policies are administered fairly and consistently,
disciplinary procedures and documentation are completed according to Standard
and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review
Process.

Providing Exceptional Customer Service

•
Provides services that are above and beyond for customer satisfaction
and retention.

• Coordinates activities with other hotel departments
in order to facilitate incrased levels of communication and guest
satisfaction.

• Improves service by communicating and assisting
individuals to understand guest needs, providing guidance, feedback,
and individual coaching when needed.

• Supervises and managing employees.
Managing all day-to-day operations. Understanding employee positions well enough
to perform duties in employees' absence.

• Acts as the “Service Champion”
for the Front Office and creates a positive atmosphere for guest relations.

• Displays leadership in guest hospitality, exemplifies excellent customer
service, and creates a positive atmosphere for guest relations.

• Strives
to improve service performance.

• Empowers employees to provide excellent
customer service.

• Verifies that all Front Office areas have
an atmosphere that is conducive to the overall guest experience.

•
Reviews comment cards, guest satisfaction results and other data to identify
areas of improvement.

• Responds to and handles guest problems
and complaints.

• Observes service behaviors of employees and provides
feedback to individuals and/or managers.

Managing
and Conducting Human Resource Activities

• Identifies
the developmental needs of others and coaching, mentoring, or otherwise helping
others to improve their knowledge or skills.

• Provides guidance
and direction to subordinates, including setting performance standards
and monitoring performance.

• Establishes challenging, realistic
and obtainable goals to guide operation and performance.

• Solicits
employee feedback, utilizes an “open door” policy, and reviews employee
satisfaction results to identify and address employee problems or concerns.

• Verifies employees are treated fairly and equitably.

• Manages
employee progressive discipline procedures for Front Office Staff.

•
Administers the performance appraisal process for direct report managers.

• Interviews and hires managers and hourly employee team members with
the appropriate skills and in a timely manner to meet the business needs of
the operation.

Additional Responsibilities

•
Provides information to supervisors, co-workers, and subordinates by telephone,
in written form, e-mail, or in person.

• Analyzes information
and evaluating results to choose the best solution and solve problems.

•
Informs and/or updates the executives, the peers and the subordinates
on relevant information in a timely manner.

• Identifies and analyzes
departmental operational challenges and facilitates the development of solutions
to prevent reoccurrence.

Every day, we set
the standard for rare and special luxury service the world over and pride
ourselves on delivering excellence in the care and comfort of our
guests.

Your role will be to ensure that the “Gold
Standards” of The Ritz-Carlton are delivered graciously and thoughtfully every
day.

The Gold Standards are the foundation of The Ritz-Carlton and are what guides
us each day to be better than the next. It is this foundation and our belief
that our culture drives success by which The Ritz Carlton has earned
the reputation as a global brand leader in luxury hospitality. As part of our
team, you will learn and exemplify the Gold Standards, such as our Employee
Promise, Credo and our Service Values. And our promise to you is that we offer
the chance to be proud of the work you do and who you work with.

In joining The Ritz-Carlton, you join a portfolio of brands with Marriott
International. Be where you can do your best work, begin your
purpose, belong to an amazing global team, and become the best
version of you.