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.