Description:  

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 Hotel Manager.  To direct the Front Office operation without the Hotel Manager.

HOTEL VALUES: 

This description of responsibilities is intended to provide essential guidance to outline a minimum performance standard.

While this document describes the general nature and level of work being performed by people assigned to this job, we encourage and expect our team to go above and beyond the minimum standards at all times to show concern and care for the guests, co-workers, and managers. The hotel believes in a culture where team members help each other and work together in an environment where the most important task is providing exceptional service to guests at all times.

As a result, this is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of people in this job.

• JOB DUTIES:

  • Assist the Hotel Manager in setting up the Front Office training tools, standards and procedures, and training plans as a guideline for the Front Office Operation.

  • To assist the Hotel Manager in supervising, organizing, directing, and coordinating the staff and activities of the Front Office.

  • Assist the Hotel Manager in evaluating levels of Guest satisfaction and monitoring trends, focusing on continuous improvement.

  • Ensure regular and VIP Guests are recognized and that the Front Office department operates with a sales attitude and promotes the hotel brand's loyalty scheme.

  • Conduct daily inspections and assist in maintaining proper protocols. Ensure that Front Office Agents perform their daily duties according to required standards.

  • Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.

  • Ensure Team Members know hotel products, services, pricing, policies, and the local area and area.

  • Motivate and celebrate Team members' Success.

  • Maintained procedures for the security of guests, hotel property, and emergency procedures.

  • Analyze, generate reports, and communicate information to employees and appropriate departments.

  • Assist in achieving budgeted revenues and expenses and maximize the room department's profitability. Investigate deviations from the budget and take immediate corrective action.

  • Authorize accepting credit cards, cash paid-outs, and refunds based on established procedures.

  • Monitor and control guests’ credit status to ensure that payment is collectible and received on time. Perform a regular follow-up for pending payments to ensure that they are collected.

  • Have Knowledge of hotel property, amenities, area attractions, and transportation.

  • Fulfill the Manager on Duty shifts if required.

  • Provide a professional image at all times through appearance and dress.

• JOB REQUIREMENTS:

  • OnQ experience is a plus

  • Previous experience in a similar position or at least one year of supervisory experience in a hotel.

  • Scheduling flexibility

  • Strong organizational and communication skills

  • Strong computer skills

  • Excellent interpersonal skills

  • Ability to effectively multi-task and work under pressure

  • Able to effectively resolve conflict

• For applicants working in NYC, the anticipated compensation range for the position is $85k- 90k  annually. The annual salary offered to a successful candidate will depend on several factors, including but not limited to years of experience within the job, years of experience within the required industry, education, etc.