Director of Front Office

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Position Summary : Responsible for providing strategic direction and managing the Front Office and Guest Experience to ensure smooth operation of all systems and services required to meet Company standards and Forbes standards to provide outstanding guest service while maintaining financial profitability. Areas of responsibility may typically include Front Office, Reservations / Communications, Recreation Concierge, Bellmen, and Valet. Builds and manages teams effectively.

Duties & Responsibilities :

• Consistently deliver results that contribute to overall success of the resort and the departments by accomplishing performance objectives linked to revenues, business effectiveness and efficiencies and delivering exemplary customer service.
• Ensure exceptional guest service is delivered at the Front desk, Reservations / Communications, Recreation Concierge, Bellmen and Valet departments.
• Designs the organization and promotes excellence for optimal guest service.
• Possesses expertise at combining extensive business knowledge to integrate and develop sound budgets.
• Develops detailed, realistic, and comprehensive plans that support organizational objectives.
• Successfully manages people to achieve performance goals.
• Excellent people management skills including resolving conflict, coaching and developing others, promoting teamwork, and performance management.
• Resolve guest concerns expediently and in a professional manner.
• Supervise the training of all Front Office, Reservations / Communications, Bellman, and Recreation Concierge team members and motivate them to perform their jobs effectively.
• Develop and maintain open lines of communication within the department and with other departments within the property.
• Attend property required meetings as a representative of assigned departments.
• Handle disciplinary action, coaching and counseling sessions and related personnel issues.
• Ensure compliance with all systems, control policies and procedures and guest service delivery.
• Participates in the hiring process by interviewing potential Team Members and selecting those that best meet staffing needs. Participates in management training. Follows all Human Resources policies. Ensures Team Members receive any required training or attend mandatory meetings.

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