Director of Front Office

Full-Time

Position Objective

The Director of Front Office serves as head of department and oversees the daily operations of the front desk, concierge, PBX, bell services and valet. Trains and coaches Service Professionals to reach Five-star service standards, as established by leadership.

Essential Job Functions

• Oversee daily operation of front desk, concierge, PBX, guest services and transportation.
• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Promote team spirit and encourage excellence in 5-star standards. Works one-on-one with Service Professionals to coach, train, and develop staff.
• Encourages and builds mutual trust, respect, and cooperation among teams.
• Serves as a role model to demonstrate appropriate behaviors.
• Implements monitoring and scoring of teams to achieve luxury quality standards and provides regular feedback.
• Supervises and manages Service Professionals. Manage all day-to-day operations. Understands employee positions well enough to perform duties in employees’ absence.
• Ensures recognition of employees.
• Achieves and exceeds goals including performance, budget and guests.
• Develops specific goals and plans to prioritize, organize and accomplish work.
• 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.
• Serves as Manager on Duty. Handles guest complaints and verify all are resolved.
• Plan monthly departmental meetings and lead interactive daily line-ups.
• Follow all service standards according to Five Star and Five Diamond standards.
• Provide accurate and thorough information on the resort’s accommodation, promotions, services, and amenities.
• Communicate effectively with guests and other departments.
• Attend daily line-ups and weekly Leadership Meetings and Resume Meetings.

This job description is not an exclusive or exhaustive list of all job functions; a service professional may perform other duties assigned.

Education/Experience

• Must be 18 years of age or older. 
• High School graduate or G.E.D. equivalent. Bachelor’s Degree Preferred.
• Requires good communication skills, both verbal and written. 
• Five years related experience and/or training; or equivalent combination of education and experience.
• Five years minimum in a 5 Star or 5 Diamond luxury hotel preferred.

• Proficiency in Microsoft Office, including Word, Excel, Outlook required. Knowledge of Opera and Nuvola desirable.

Requirements

• Must have exceptional interpersonal, clear verbal and written communication skills. Second language is a plus.
• Must hold a valid driver’s license. 
• Must have attention to detail, be able to multi-task, must possess the ability to work in a fast-paced environment, experience handling customer service issues and be a team player. 
• Position requires flexibility in scheduling, must be able to work AM/PM, overnight, weekends & holidays.

Physical Demands

• The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. 
• While performing the duties of this job, the employee is regularly required to stand; walk’ use hands to finger, handle or feel; reach with hands and arms; stoop, kneel, crouch; talk and hear. Must be able to lift and move up to 50 pounds
• Must be able to see differences in widths and length of lines such as those on graphs. 
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

• Must be able to work effectively in a stressful environment, communicate with others, effectively deal with customers, and accept constructive criticism from supervisors.
• Must be able to change activity frequently and cope with interruptions.