Assistant Director of Front Office

Pyramid Global Hospitality•Boston, MA

3d•$75,000 - $80,000•Onsite

About The Position

The Assistant Director of Front Office is responsible for providing the highest level of personalized service and ensuring exceptional guest experience throughout all Front Office operations. Responsibilities include, but are not limited to, delivering the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner; gathering pertinent operational information through attendance at daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews; and providing leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams. This position is responsible for training, coaching, monitoring, and holding staff accountable to Marriott service standards. Through continuous observation, feedback, recognition, and performance development, the Assistant Director fosters a culture of excellence, consistency, and genuine hospitality while ensuring all team members are knowledgeable, confident, and committed to delivering exceptional service on every shift. Additional responsibilities include: · Be the leader in ensuring that associates are trained in and uphold all service procedures and communication standards that are outlined in the Standard Operating Procedure Manuals. That all 21-day training programs are executed, signed and delivered to HR. · Be the leader who is visible to guests and associates on the floor, be the leader who is hands-on and included in the management team and stationed in a highly visible area to our guests. · Be the leader who effectively communicates with the guests and receives and resolves all departmental complaints in a timely manner. · Develop and implement strategies for the Front Desk, PBX, Night Audit and Guest Experience Departments on customer service improvements and operational efficiency. · Manage and motivate all staff with daily supervision and support. · Create and enforce a Culture of accountability. · Organize and conduct monthly departmental meetings. · Provide clear direction in advising and instructing staff in details of their work. · Manage and monitor labor costs, payroll, and supplies. · Work closely with Director of Front Office and Director of Operations to ensure proper communication daily. · Check Daily and Weekly reports highlighting the upcoming arrivals and in house VIPs. · Forecast and detail the needs of the arriving VIP Guests. · Work with concierge team on arrivals and information of VIPs and ensure that they can contact them pre-arrival to anticipate all needs. · Understand the process of achieving the best possible profitability and maximization of revenue in Rooms and Food and Beverage Departments by referrals and upselling. · Ensure all team members maintain the standards of personal presentation and hygiene. · Empower team to monitor every day of guest stay, resolve challenges and follow up to ensure guest satisfaction. Help develop and guide team’s ability to own recoveries as needed.

Requirements

Previous Heart of House and Front of House Management experience in a full-service hotel preferred.
A minimum of 5 years’ management or supervisory experience.
Effective written and verbal communication skills.
Superior customer service and interpersonal skills.
Ability to work weekends, holidays, and long hours when necessary.
Well-groomed and professional in appearance.
Superior organizational skills.
Enjoys a fast-paced environment.
Excellent multi-tasking skills
Can sit, stand, and walk for extended periods of time.
Being flexible with schedules and hours
Must really enjoy people and providing superior service each day.
Excellent computer skills
Clear and concise written and verbal communication skills
Ability to work closely and cohesively with other department heads to ensure guest satisfaction.

Responsibilities

Providing the highest level of personalized service and ensuring exceptional guest experience throughout all Front Office operations.
Delivering the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner.
Gathering pertinent operational information through attendance at daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews.
Providing leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams.
Training, coaching, monitoring, and holding staff accountable to Marriott service standards.
Fostering a culture of excellence, consistency, and genuine hospitality through continuous observation, feedback, recognition, and performance development.
Ensuring all team members are knowledgeable, confident, and committed to delivering exceptional service on every shift.
Ensuring that associates are trained in and uphold all service procedures and communication standards that are outlined in the Standard Operating Procedure Manuals.
Ensuring all 21-day training programs are executed, signed and delivered to HR.
Being visible to guests and associates on the floor, being hands-on and included in the management team and stationed in a highly visible area to our guests.
Effectively communicating with the guests and receiving and resolving all departmental complaints in a timely manner.
Developing and implementing strategies for the Front Desk, PBX, Night Audit and Guest Experience Departments on customer service improvements and operational efficiency.
Managing and motivating all staff with daily supervision and support.
Creating and enforcing a Culture of accountability.
Organizing and conducting monthly departmental meetings.
Providing clear direction in advising and instructing staff in details of their work.
Managing and monitoring labor costs, payroll, and supplies.
Working closely with Director of Front Office and Director of Operations to ensure proper communication daily.
Checking Daily and Weekly reports highlighting the upcoming arrivals and in house VIPs.
Forecasting and detailing the needs of the arriving VIP Guests.
Working with concierge team on arrivals and information of VIPs and ensuring that they can contact them pre-arrival to anticipate all needs.
Understanding the process of achieving the best possible profitability and maximization of revenue in Rooms and Food and Beverage Departments by referrals and upselling.
Ensuring all team members maintain the standards of personal presentation and hygiene.
Empowering team to monitor every day of guest stay, resolve challenges and follow up to ensure guest satisfaction.
Helping develop and guide team’s ability to own recoveries as needed.