Director of Front Office Operations

Position Objective

Responsible for all front office functions and teams.  Areas of responsibility include Bell, Hotel Services/Guest Experience, and Front Office. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department. Participates in MOD program. 

Essential Job Functions

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 Front Desk and Guest Services 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 and concierge.  
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Understands the impact of Front Office operations in the Rooms division and overall property financial goals.
• Manages daily and weekly payroll and overtime reports for entire department. Participates in weekly labor review.
• 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 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.
• 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 comments, 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 managers.

Additional Responsibilities 

• 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 and Guest Services teams.
• 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.
• 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 supervisor, peers and subordinates on relevant information in a timely manner.
• Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence.
• Other duties may be assigned as business demands.

Education/Experience

• A minimum of 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major is required.
• Bachelor’s Hotel and Restaurant Management, Hospitality, Business Administration, or related major strongly preferred.
• Minimum 5 years experience in Front Office and Guest Services. 
• Minimum 1 year experience as Department Head.
• Knowledge of Opera, Micros and HotSOS, is not required but desirable.

Salamander Collection is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

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