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Director of Front OfficeSan Francisco ProperSan Francisco, CA
A property of: Proper Hotels & Residences
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Job Description

Led by the co-founders Brad Korzen, Brian De Lowe and Alex Samek, Proper Hospitality designs, brands, and operates high-end lifestyle hospitality experiences under the Proper, Avalon and Custom brands. Each is a distinctive reflection of the vibrant community surrounding it, yet as a group they share a common belief in uncommon luxury, convenience of location, and world-class amenities provided by locally vetted innovators in food and beverage, technology, art, music, fashion, and wellness. Proper Hospitality currently manages Avalon branded hotels in Beverly Hills and Palm Springs as well as the Custom Hotel in Playa Vista. The Company began rolling out the Proper brand with the opening of Hollywood Proper Residences in June 2016 and San Francisco Proper Hotel in September 2017.

Over the next few years, additional Proper Hotels and Residences are slated to open in other emerging urban innovation districts within dynamic U.S. cities, including Downtown Los Angeles Proper (Early 2019), Austin Proper (Early 2019) and Santa Monica Proper (Mid 2019).

The first new high-end boutique hotel to arrive in San Francisco in over a decade, San Francisco is a historic flatiron building perfectly situated at the center of the hottest neighborhood in the city.

JOB SUMMARY
Responsible for all front office functions and colleagues as well as Security and Valet teams. Areas of responsibility include Bell/Door, Front Office Operations, Valets, and Security, as applicable. As a department head, directs and works with managers and colleagues 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 colleagues. Strives to continually improve guest and colleague experience and maximize the financial performance of the department.

CANDIDATE PROFILE
Education and Experience
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 3-5 years of experience in the guest services, front desk, or related professional area.

CORE WORK ACTIVITIES

Leading Front Desk, Valet 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 colleagues. Manages all day-to-day operations. Understands colleague positions well enough to perform duties in colleagues' absence.
• Establishes and maintains open, collaborative relationships with colleagues and ensures colleagues do the same within the team.
• Ensures recognition of colleagues is taking place across areas of responsibility.
• Communicates performance expectations in accordance with check list for each position and monitors progress.
• Celebrates successes and publicly recognizes the contributions of team members.

Managing Front Desk, Valet and Security 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 guests 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, bell/door persons
• 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
• Verifies that each officer is briefed on the day's activities.
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 Operating Procedures (SOPs) and checklists.
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 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 colleagues. Managing all day-to-day operations. Understanding colleague positions well enough to perform duties in employees' absence.
• Acts as the "Ambassador" 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 colleagues to provide excellent customer service.
• Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews guest feedback and surveys, Trip Advisor comments and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Responds to Trip Advisor comments
• Observes service behaviors of colleagues and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities
• 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 colleague feedback, utilizes an "open door" policy to identify and address colleague problems or concerns.
• Verifies colleagues are treated fairly and equitably.
• Manages colleague progressive discipline procedures for Front Office Staff.
• Interviews and hires managers and hourly colleagues with the appropriate skills and in a timely manner to meet the business needs of the operation.

Proper Hospitality provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, gender, gender identity or expression, genetics, or any other federal/state protected category.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Job Requirements

Salary To Be discussed

Schedule Full Time

Location 1100 Market St, San Francisco, CA 94102, USA

Required skills

management • Guest Services • front desk

Job Details

Senior level
Full-time

About this location

class:
Midscale
room Count:
51-100
location Type:
Urban

Values

Do Good
Openess
Passion
Respect
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San Francisco Proper
San Francisco Propershow more
Address45 McAllister Street, San Francisco, CA, 94102 View map

People (3)

Alex SamekPrincipalAlex is Principal and Co-Founder of Proper Hospitality and is also a Partner at The Kor Group. As Principal at The Kor Group, Alex Samek is responsible for creating and executing strategies for commercial investment, acquisition and development. This includes optimizing the value of The Kor Group’s current property portfolio, and identifying and securing future acquisitions and business development opportunities. Since joining The Kor Group in 2004, Alex has overseen more than $600 million in acquisitions and development for the company, including hospitality, multi-family and residential projects in the US and the Caribbean. Prior to joining The Kor Group, Alex invested more than $100 million in equity to acquire and integrate six companies while at North Castle Partners, a private equity firm with more than $500 million under management. While in the Technology Corporate Finance Group at NationsBank/Bank of America, Alex raised more than $600 million of capital to finance highly leveraged transactions for financial sponsors and provided more than $1 billion of debt financing for technology companies. Alex earned a BSBA from Washington University and an MBA from Columbia Business School. Alex is based in the San Francisco Bay Area.
Brian De LowePresidentBrian De Lowe is President and Co-Founder of Proper Hospitality and is also a Partner at The Kor Group. As President at Proper Hospitality, Brian De Lowe is responsible for overall corporate strategy and the conceptualization and development of the Proper brand. He also leads the sourcing and execution of new business / strategic partnerships and provides leadership regarding all operational aspects of the Company. At Kor, Brian leads corporate strategy and the sourcing and execution of all real estate acquisitions / financing / dispositions / partnerships, having successfully closed over $1 billion of transactions since joining in 2004. Prior to founding Proper Hospitality, Brian was the Vice President of Business Development for Viceroy Hotel Group, where he oversaw all aspects of the company's acquisition and business development activities in the Americas. He also served as Development Director at Kor, leading the acquisition, development and redevelopment of urban multifamily, adaptive reuse, and hotel projects in the U.S. and Latin America. He is a graduate of the University of Southern California's Marshall School of Business, where he graduated magna cum laude.
Brad KorzenChief Executive OfficerBrad Korzen is the Chief Executive Officer and Co-Founder of Proper Hospitality. Brad is also the founder and Chief Executive Officer of The Kor Group. Brad Korzen has developed a dynamic portfolio of resorts, hotels, multifamily properties and commercial investments while guiding the diverse corporation behind its growth and operations. For over two decades, Brad has mined his unique understanding of contemporary financial and cultural climates to develop, market and manage real estate assets that are at once traditionally profitable and creatively progressive. Under his direction, Kor has grown from a real estate acquisition and property management firm to a multi-faceted corporation with fully integrated acquisitions, development, construction, sales, marketing and management capabilities. Recognized in the trade and popular media as a leading force on the contemporary boutique hotel scene, Brad is perhaps best known for his burgeoning collection of high-end lifestyle hotels in some of the globe’s hottest hospitality destinations, including the award-winning properties that make up Viceroy Hotel Group, a luxury hotel brand that Brad created. In addition to his success in the hospitality market, Brad has acquired, developed, and operated a collection of multifamily properties throughout the United States. A Chicago native and graduate of the University of Illinois, Brad holds a Juris Doctorate from University of Miami School of Law.
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