Assistant Director of Front Office, Cloister

The Boca Raton•Boca Raton, FL

20d

About The Position

The Assistant Director of Front Office manages front office operations and supports the bell and valet teams in a Five Star Service environment. The role works closely with front office senior leadership at Bungalow, Yacht Club, Tower, and Beach Club, and supports the Director in managing Guest Relations associates. The Assistant Director helps hire, train, counsel, and discipline team members; prepares schedules according to business needs and budget guidelines; monitors payroll accuracy; and coordinates staffing with room forecasts and arrival information. The role works with Revenue Management and Housekeeping on rooms control, supports Housekeeping and Engineering with the rooms preventive maintenance program, attends pre-con meetings and mandatory meetings, and holds departmental meetings. It ensures accurate daily TBR Compass information, appropriate front-office information and equipment, organized work areas, and adequate supplies. The Assistant Director communicates directions and updates clearly, observes and develops employee performance, maintains personnel and training records, and supports associate training and development. The position upholds The Boca Raton standards and guest-relations quality, resolves guest concerns and emergencies using discretion and judgment, handles guest relocations, and performs front desk duties during high-demand periods. It assists other guest-services areas with operations and supervision, supports bell and front-drive services and the Bungalow team when needed, prepares daily arrival and departure forecasts, and helps manage profitability, costs, and quality to support guest satisfaction. At least 70% of the role's time is to be spent on the floor with teams. The schedule must be flexible to accommodate hotel occupancy and business demand, including weekends and holidays as needed or directed.

Requirements

At least 2 years as an Assistant Director of Front Office with a luxury background; a Guest Relations Manager with at least 1 year of luxury-background experience may also be considered.
Experience managing a team of managers and hourly associates.
Ability to read, write, speak, and understand English to communicate effectively with guests and employees.
Ability to access and accurately enter information using a moderately complex computer system, including property management systems.
Knowledge of Microsoft Office, particularly Word and Excel.
Strong knowledge of Opera and applicable software; ability to multitask across multiple software applications.
Ability to understand guest needs and expectations and deliver superior customer service with little input from others.
Excellent verbal and written communication skills in English.
Attention to detail and ability to organize and handle multiple tasks effectively.
Ability to handle difficult situations and hold associates accountable.
Ability to work in teams and involve others in decision-making when appropriate.
Flexible availability to accommodate hotel occupancy and business demand, including weekends and holidays as needed or directed.
Ability to motivate and lead a team by example.
Ability to plan and organize large or multiple projects and complete them within deadlines.
Ability to support bell and front-drive services and the Bungalow team when coverage is needed.
Ability to lift up to 50 pounds, with frequent lifting and carrying of objects weighing up to 25 pounds; ability to walk or stand for significant periods and to reach, handle, feel, talk, hear, and see.

Nice To Haves

Degree in Hospitality or Hotel Management preferred.
Forward-thinking approach and strong training skills, with the ability to mentor and develop team members.

Responsibilities

Support the Director in managing Guest Relations department associates.
Assist with hiring, training, counseling, and disciplining associates.
Schedule managers and associates according to business needs and prepare staff schedules within budgetary guidelines.
Ensure daily payroll accuracy and monitor personnel administrative records, including vacation requests, portages collection, and distribution of sales/payout gratuities.
Use room forecasts and available arrival data to plan staffing.
Work with Revenue Management and Housekeeping on rooms control.
Conduct monthly departmental meetings, potentially holding two to cover all schedules.
Support Housekeeping and Engineering in maintaining an effective rooms preventive maintenance program.
Attend pre-con meetings and mandatory meetings.
Ensure accuracy of daily TBR Compass information.
Ensure the front office has accurate information and appropriate equipment; prioritize projects that improve front office functions.
Maintain organization of front desk and back-office areas, manage supply inventory, and conduct bi-weekly supply inspections.
Communicate work directions to guest service and front desk agents; observe performance and encourage improvement.
Provide timely updates to executives, peers, and subordinates.
Solve problems using sound management judgment.
Ensure compliance with The Boca Raton standards and consistent, high-quality guest relations.
Manage the desk during stress and emergencies, resolve guest concerns, implement resolutions, and handle guest relocations as required.
Assist other guest-services areas with daily operations and supervision.
Manage operations to support profitability, cost control, quality standards, and guest satisfaction.
Prepare daily forecasts of expected arrivals and departures.
Maintain personnel files, including training records.
Support consistent training and development of associates, including direct reports.
Coordinate cross-department communication with the Director of Housekeeping, Bungalow Manager, Bell & Valet Manager, and GEM Director.
Perform front desk duties during periods of high demand.
Spend at least 70% of time on the floor with teams.
Support bell and front-drive services and the Bungalow team when needed for coverage.