Director of Front Office

JOB SUMMARY

Responsible for all front office functions and staff. Areas of responsibility
include Bell Staff, Switchboard Operations, Guest Services/Front Desk
and Retail/Gift Shop, 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. 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; 4 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; 2 years experience in the guest services, front
desk, or related professional area.

CORE WORK
ACTIVITIES

Leading Guest Services
Team

• 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.

Maintaining Guest Services and Front Desk
Goals

• 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 your 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 the Front
Office goals to produce desired results.

• 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.

Managing Projects and Policies

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

• Ensures
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.

Ensuring Exceptional Customer Service

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

• 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.

• Ensures 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.

• Ensures 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 Front Office operational challenges and facilitates the development
of solutions to prevent reoccurrence.