Director Front Office

Sunriver Resort•Sunriver, OR

10d

About The Position

Set the standard and shape the experience! We’re searching for a Director of Front Office who knows how to deliver flawless operations and unforgettable guest moments.The Director of Front Office directs and administers all Front Office operations to ensure profitability and quality standards to achieve total guest satisfaction. S/he oversees the Front Desk, VR Guest Services, Concierge and Bell/Valet/Transportation operations. S/he oversees room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Director of Front Office motivates and trains staff to provide the most exceptional guest service as well as maintain the AAA Four Diamond standards. The Director of Front Office will always conduct him/herself in manner which supports values of Sunriver Resort:Trust, Commitment, ad Open & Honest Communication. The Director of Front Office shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Sunriver Resort Culture! Enjoy where you work! At Sunriver Resort, our team members experience exceptional perks and benefits, including: Up to 26 days of Paid Time Off per year Free gym membership Comprehensive medical and health benefits Complimentary golf and recreation privileges 50% off food and retail purchases Complimentary and discounted stays across CoralTree properties Free Employee Assistance Program Learning and development opportunities Genuine culture …and so much more!

Requirements

High school diploma or equivalent
Prior hospitality experience required
At least two years supervisory experience required
At least one year front office supervisory experience required
Must have a valid Oregon drivers license and meet company driving standards
Must have strong computer skills
Must have excellent leadership skills
Must be a positive example for team
Must have strong working knowledge of Microsoft Office programs
Must possess excellent communication skills
Must be professional in appearance and demeanor
Must always ensure a teamwork environment
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must be able to stand on feet throughout the shift, with intermittent periods of walking;
Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance;
While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);

Nice To Haves

College degree in desired area of study preferred
Prior AAA Four Diamond Standards experience preferred
Prior experience with Springer-Miller required

Responsibilities

Performs front desk duties as needed
Greets and welcomes guests upon arrival
Manage online reputation by monitoring and responding to all guest surveys and reviews
Handles all guest related concerns including complaints and emergencies
Create, implement and execute SOPs for new processes and procedures
Oversight of the rooms internship program
Prepares forecasts and reports and assists in the development of the rooms budget
Supervises the performance, attendance, attitudes, appearance and conduct of front office team
Recommends discipline and/or termination when appropriate
Ensure that the procedures for guest check-in and check-out are maintained
Follows-up on all VIP blocks and inspect room prior to arrival
Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations
Manages timely and thorough completion of performance appraisals
Monitors and maintains the front office systems and equipment to ensure their optimum performance
Inspects departure report daily, updating records as necessary
Responsible for maintaining all financial and routing accuracy on guest reservations, house accounts, travel agency commissions, rewards program and other in-house transactions as needed
Resolves problems arising from guest complaints, reservation and room assignment activities
Develops and implements controls for expense management
Develops strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues
Assists with the development, training and inspiration of front office staff for promotion
Provides prompt follow-up to all guest concerns
Utilizes labor management tools to schedule and control labor costs
Empowers front office team to exceed service standards
Instills a calm, organized approach in all stressful situations
Works with HR to recruit and hire staff
Completes all proper new hire and termination paperwork
Ensures the all departments within front office are equipped with the proper tools
Assists with design and implementation front office training programs
Maintains a safe and pleasant work environment
Works closely with Reservations, Property Management, Recreation Outlets, Food & Beverage Outlets, Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
Attends appropriate resort, division and department meetings
Assures guest service standards are being applied by all front office team members
Maintains a strong morale and spirit throughout front office team
Responsible for the achievement of department goals and objectives
Conducts department meetings monthly
Meets with direct reports one-on-one weekly
Meets with night audit team bi-weekly
Reviews guests feedback through Revinate and communicates information to team to ensure continual guest satisfaction
Focuses on improving and implementing new technology features
Provides clear direction of goals and objectives to front office team
Gain knowledge of other IBUs in relation to rooms
Accepts incoming guest correspondence and transmits appropriately
Resolves guest issues promptly and with great care and effectiveness
Communicates pertinent information to team, i.e. in-house VIPs, changes in policies and procedures, resort events, etc.
Completes appropriate front office reports
Compile an annual financial analysis for each privately owned unit that includes guest feedback and annual inspection
Maintains records for all VIPs, special requests, etc.
Maintains an up to date working knowledge of all resort amenities as well as any special events
Inspect vehicle for damage; document required repairs.
Inspect vehicle for operating condition and rectify any deficiencies (i.e., tire pressure, oil/fuel/water levels)
Inspect vehicle for cleanliness, inside and out; rectify any deficiencies