Job Title : Director of Front Office
Overview :
The Director of Front Office is responsible for overseeing and managing the daily operations of the front office department, ensuring exceptional guest service and efficient operations.
The ideal candidate must have excellent leadership skills, a strong understanding of hotel management, and a passion for providing outstanding guest experiences.
Key Responsibilities :
- Oversee the day-to-day operations of the front office department including reception, concierge, reservations, and guest relations
- Hire, train, schedule and develop a team of front office staff to ensure high-quality service delivery
- Monitor departmental budget and expenses to maintain profitability
- Ensure all front office procedures are in accordance with company standards and policies
- Maintain effective communication with other departments to ensure smooth coordination and collaboration
- Develop and implement strategies to maximize occupancy rates and revenue through effective room allocations, upselling techniques, and pricing strategies
- Handle any escalated guest complaints or issues in a prompt and professional manner
- Conduct regular performance evaluations for front office staff and provide coaching / training as needed
- Maintain accurate records, reports, and statistics regarding daily operations for review by senior management
- Participate in the development of marketing strategies to promote the hotel's services and amenities
Qualifications :
- Bachelor's degree in Hospitality Management or related field preferred
- Minimum 5 years of experience in a similar role within a luxury hotel environment
- Strong knowledge of hotel reservation systems (e.g. Opera), property management systems (PMS), and Microsoft Office Suite
- Excellent leadership skills with a proven track record in managing teams
- Exceptional communication skills (verbal & written) with fluency in English (additional languages is an asset)
- Ability to work flexible hours including weekends / holidays
- Strong problem-solving abilities with attention to detail
- Ability to maintain composure in high-pressure situations and handle guest complaints effectively
- Must be able to stand, walk, and sit for extended periods of time
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