Summary:

The Director of the Front Office's primary purpose is to ensure the front desk's smooth operation. To be responsible for directing, coordinating, and monitoring the overall Front Office operation as directed by the General Manager.

Responsibilities:

• Oversee the Front Office team – Front Desk Agents, Bellman, & Front Office Managers.
• Ensure that Front Desk Agents perform their daily duties according to the required standards.
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
• Act as Manager on Duty during shifts. Provide support to the Front Desk at peak times by answering the telephone, taking messages, and assisting guests to check-in and checkout of the hotel.
• Provide training and development to all hourly and management team members; conduct counseling, evaluations, and progressive discipline, as well as deliver recognition and reward.
• Ensure an employee attitude of attentiveness and anticipation of guest needs. Ensure proper delivery of guest special requests.
• Oversee Cash and Bank handling procedures with all team members and ensure adherence to company standards.
• Reconcile night audit reports.
• Manage room inventory and the flow of arrivals and departures.
• Handle any guest complaints with tact and pose, ensuring that all issues are resolved to the guest's satisfaction.
• Meet with and solicit comments from guests on a regular basis to determine their level of satisfaction with all guest services and facilities. Find ways to surprise and delight guests.
• Work closely with Department Heads from Housekeeping, Engineering and F&B to provide superior and cohesive service.
• Work with the Sales team to ensure that all reservations are being entered into SMS, billing is properly routed.
• Oversee scheduling and payroll for the Front Office department.
• Responsible for knowing hotel emergency procedures. Assist in training employees to act accordingly in the event of an emergency or accident at the hotel.
• Assist in the maintenance of the key control program that is already in place to ensure the security needs of the property and guests are met.
• Perform additional tasks and projects given by the General Manager.

Job Requirements:

• Hotel PMS experience is a plus
• Previous experience in a similar position in a hotel or a minimum of 3+ years of assistant front office management experience
• Strong organizational and communication skills
• Must be able to work a flexible schedule, including evenings, holidays & weekends.
• Strong computer skills
• Excellent interpersonal skills
• Ability to effectively multi-task and work under pressure
• Able to effectively resolve conflicts
• Multiple languages are a plus.