Director of Front Office

Full-Time

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting-- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

For more information visit http://thecolonypalmbeach.com

The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW: 

The Director of the Front Office is responsible for managing the Front Desk and Guest Experience. This successful individual must have experience leading a team in a luxury service environment. This role collaborates closely with Guest Experience, Retail, and VIP Services. 

ESSENTIALS JOB FUNCTIONS: 

• Manages all Front Office department team associates.
• Must be able to direct, guide, and lead a Front Office and Guest Experience Leadership team. 
• Responsible for hiring, training, counseling, and disciplining all Front Office team associates.
• Schedule manager and associates responsibly handle business needs and flex as needed.
• Is accountable for Guest Experience results and performance from Guest Satisfaction, Forbes Travel Guide, and Social Media surveys in areas relating to guest arrival and departure experiences.
• Prepares staff schedules to ensure the best operational effectiveness within budgetary guidelines. 
• Support human resources functions, including recruiting, selection, orientation, training, performance planning, evaluations, and pay and reward programs.
• Ensure all training plans are submitted before a new employee attends orientation.
• Conduct weekly meetings with managers to ensure communication is current and up to date.
• Assign projects to support and motivate the leadership team in supporting Forbes Five Star training and delivery.  
• Ensures the front office always has the correct information and proper equipment to complete department functions; and prioritizes and organizes all projects that pertain to improving front office functions.
• Responsible for reviewing the daily line-up sheet sent to the hotel.  
• Responsible for maintaining proper organization of the front desk and back-office areas.
• Incorporate/inventory management system for supplies and conduct bi-weekly inspections for proper supplies on hand.  
• Communicates effectively both verbally and in writing to provide clear directions to staff. 
• Assigns and instructs guest service and front desk agents in work details. Observe performance and encourage improvement.
• Informs and updates executives, peers, and subordinates on relevant information in a timely manner.
• Uses creative management skills to solve problems. 
• Ensures compliance with The Colony standards are met to ensure consistent high quality guest relations.
• Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgment.
• Handles guest relocations as required. 
• Provides guestroom and hotel tours. Must be familiar with all hotel services, including spa, beach, recreation, and hotel dining options.
• Assists other guest services areas with daily operations and supervision.
• Manages Operations to ensure profitability, control costs, and quality standards to ensure total guest satisfaction. 
• Administration of all personnel files, including training records. Responsible for all personnel administrative records, including monitoring payroll vacation requests, portages collection, and assisting in monitoring distribution sales/payout gratuities.
• Attend weekly/monthly leadership meetings.
• Conduct monthly front office department meetings and on time. 
• Ensure the training and development of all associates, including direct reports, is consistent. 
• Collaborate with all departments to ensure cross-communication is open to all departments. 
• Perform front desk duties in high-demand times.
• Other duties as deemed appropriate by the management leadership.