Director of Front Office

As a member of our hospitality team, the primary responsibility of a Director of Front Office is to provide strategic leadership and management to the overall operations of the Front Desk, Bell Staff, Switchboard Operations, Concierge/Guest Services, and Gift Shop Retail Services. This role ensures guest satisfaction while maximizing the department's financial performance by keeping associates focused on operational priorities, maintaining compliance, analyzing challenges and implementing solutions, and conducting effective communication and training sessions. This role plays a crucial part in fostering a positive and productive work environment, providing guidance and support to the F&B associates, and actively engaging with guests to seek opportunities for enhancement.

·         Provide guidance to the Front Office team, directing their focus on critical operational components to drive guest satisfaction and financial success.

·         Demonstrate expertise in all Front Office roles, readily stepping in to support the team, and maintaining a hands-on approach.

·         Enforce strict adherence to Front Office policies, standards, and procedures, upholding a consistent level of service excellence.

·         Effectively communicate maintenance and operating procedures for departmental equipment, ensuring staff's full understanding.

·         Conduct regular department meetings to foster effective communication and align the team with Front Office goals.

·         Ensure proper inventory and maintenance of uniforms to present a professional and welcoming image for the staff.

·         Cultivate a guest-centric atmosphere throughout all Front Office areas, ensuring memorable experiences for every guest.

·         Provide comprehensive training in night audit procedures and reports to ensure accurate and efficient operations.

·         Communicate and execute emergency procedures, ensuring the team is well-prepared to handle any situation safely.

·         Serve as a "Service Champion," actively fostering positive guest relations and empowering the team to deliver exceptional service.

·         Engage regularly with guests to obtain feedback and promptly address concerns to ensure their utmost satisfaction.

·         Utilize guest satisfaction data to identify areas for improvement and implement effective corrective actions.

·         Conduct interviews, hiring, and developing managers and associates to ensure a skilled and motivated team.

·         Maintain regular communication to convey business objectives, recognize outstanding performance, and achieve desired results.

·         Manage same-day selling procedures and rate verification processes to optimize revenue opportunities.

·         Participate in sales strategy forecast meetings to anticipate service and staffing needs for successful events.

·         Manage Front Office areas within budget constraints and scheduling according to business demands.

·         Participate in the budgeting process for the Front Office, providing valuable insights to align with overall hotel goals.

·         Conduct regular Front Office internal audit self-assessments to ensure accounting compliance and accuracy.

·         Prepare insightful month-end critiques, and analyze the Front Office's impact on the hotel's financial goals.