Director of Front Office

JOB OVERVIEW :

The Director of Front Office oversees all aspects of the front office areas which may include, but are not limited to guest registration, telephone services, concierge services, and guest reservations to ensure guest satisfaction and maximize hotel profitability.

POSITION DEPARTMENT :

Front Office

REPORTS TO :

Assistant General Manager

SUPERVISES :

Assistant Front Office Manager

Supervisor

Curators

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES :

• Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work. Develop and communicate departmental strategies and goals. Communicate and enforce policies and procedures.
• Be a champion of Canary and ensure all forms are processed in due time.
• Monitor the Kiosks and ensure they are properly working.
• Review / Modify existing SOPs and implement them with the team.
• Recommend and / or initiate salary, disciplinary, or other staffing / human resources-related actions in accordance with Company rules and policies. Alert management of potentially serious issues.
• Ensure all staff is properly trained on systems, security and cash handling procedures, and service standards and have the tools and equipment needed to effectively carry out their job functions.
• Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition. Ensure guests are greeted upon arrival. Respond appropriately to guest complaints. Implement appropriate service recovery guidelines in order to ensure total guest satisfaction.
• Schedule and regularly conduct routine inspections of the front office and public areas to ensure appearance of such areas reflects highly on the hotel, brand and Company. Develop action plans to correct any deficiencies.
• Monitor inventory and report any discrepancies to Director, Front Office
• Review and reconcile OTA's commissions and submit to accounting department monthly
• Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities etc...
• Supervise car service offered by hotel and maintain hotel standards
• Achieve budgeted revenues, control labor costs and expenses, and maximize profitability within all areas of the front office. Participate in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel.
• Maintain procedures for securities of monies, credit and financial transactions, and guest security. Check billing instructions and guest credit for compliance with hotel credit policy.
• Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications.
• Promote teamwork and quality service through daily communication and coordination with other departments. Key departmental contacts include Accounting, Sales and Marketing, Housekeeping and Maintenance.
• Perform other duties as assigned.
• May serve as "manager on duty" as required.

QUALIFICATIONS AND REQUIREMENTS :

Essential :

Physical :

Desirable :

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job and are subject to change or modification without prior notice. This position is classified as non-exempt (per the Fair Labor Standards Act) and is not subject to overtime, by Federal and State Regulations.

This job specification should not be construed to imply that these requirements are the position's exclusive standards. Incumbents will follow any other instructions and perform related duties as their supervisor may require.

The CIVILIAN Hotel is an Equal Opportunity Employer. All employment decisions are to be made without regard to race, color, age, sex, gender, sexual orientation, gender identity or expression, pregnancy, religion, creed, marital status, transgender status, partnership status, familial status, national origin / ancestry, alienage or citizenship status, mental or physical disability or medical condition, handicap, military status, veteran's status, genetic information, unemployment status, status as a victim of domestic violence, status as a victim of sex offenses or stalking, employment status, sexual or reproductive health decisions, or any other status protected by federal, state, or local law ("Protected Characteristics").