Director of Front Office
hace 7 días
Lexington
Job DescriptionDescription: Responsible for the management of all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Bellstaff/Valet. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Requirements: CANDIDATE PROFILE Education and Experience • High school diploma or GED; 6 years experience in the guest services, front desk, or related professional area. OR 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 4 years experience in the guest services, front desk, or related professional area., • Proficient in FSMS system CORE WORK ACTIVITIES Leading Front Desk and Guest Services teams • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example., • Encourages and builds mutual trust, respect, and cooperation among team members., • Serves as a role model to demonstrate appropriate behaviors., • Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence., • Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team., • Ensures recognition of employees is taking place across areas of responsibility., • Communicates performance expectations in accordance with job descriptions for each position and monitors progress., • Celebrates successes and publicly recognizes the contributions of team members. Managing Guest Services and Front Desk Teams • Achieves and exceeds goals including performance goals, budget goals, team goals, etc., • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis., • Develops specific goals and plans to prioritize, organize, and accomplish work., • Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results., • Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results., • Supervises and coordinates all activities for luggage attendants, garage valets, door attendants, and concierge., • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met., • Understands the impact of Front Office operations on the Rooms area and overall property financial goals., • Manages department controllable expenses to achieve or exceed budgeted goals., • Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas., • Handle guest complaints and verify that all guest issues are resolved. Managing Projects and Policies • Verifies compliance with all Front Office policies, standards and procedures., • Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs). Providing Exceptional Customer Service • Provides services that are above and beyond for customer satisfaction and retention., • Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction., • Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed., • Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence. Proficient in FSPMS and Marriott systems., • Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations., • Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations., • Strives to improve service performance., • Empowers employees to provide excellent customer service., • Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience., • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement., • Responds to and handles guest problems and complaints., • Observes service behaviors of employees and provides feedback to individuals and/or managers., • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills., • Provides guidance and direction to subordinates, including setting performance standards and monitoring performance., • Establishes challenging, realistic and obtainable goals to guide operation and performance., • Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns., • Verifies employees are treated fairly and equitably., • Manages employee progressive discipline procedures for Front Office Staff., • Administers the performance appraisal process for direct report managers., • Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation. Additional Responsibilities • Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person., • Analyzes information and evaluating results to choose the best solution and solve problems., • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner., • Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.