Director of Front Office

**JOB SUMMARY**

Responsible for all front office functions and staff as well as security staff functions. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security, as applicable. 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.

**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.

**CORE WORK ACTIVITIES**

**Leading Front Desk, Guest Services, and Security 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 Security Team**
- Protects property and provides a safe environment for guests and staff.
- Oversees all on-duty security personnel, including dispatcher.
- Supervises and coordinates job assignments and verifies that each officer is briefed on the day’s activities.
- Complies information and files written security reports.

**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) and support the Peer Review Process.

**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 incrased 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.
- 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.
- Revie