Director of Front Office Operations

Opal Grand Resort•Delray Beach, FL

3d•Onsite

About The Position

The Director of Front Office Operations is responsible for the operation of the front desk, associates and bell staff. Ensure all staff responds to guest requests in an attentive, friendly, efficient and courteous manner, providing all guests with luxury service prior to and throughout their stay, while maximizing room revenue and occupancy. Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Serve as manager on duty during most nights and weekends. The Director of Front Office Operations will promote an atmosphere that ensures customer and associate satisfaction. This position reports directly to the Assistant GM and requires a strong attention to detail and the ability to effectively deal with guests, other departments and team members.

Requirements

High school diploma or equivalent
At least 2 years of full service, luxury resort Front Office Manager experience required
HSM experience preferred
Flexible schedule to include evenings, weekends and holidays
Schedule, 5-6 days based upon business demands. 48 hours/week
The position requires effective time management and strong leadership communication skills.
Must have the ability to communicate in English, both written and spoken
Will work efficiently in a multi-task environment with numerous departments throughout the hotel.
Excellent guest service is a must!

Responsibilities

Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
Ensure all guests are being treated in an efficient and courteous manner and that all Opal standards are being applied
Responsible for on-boarding, training and directing new department employees
Ensure all Front Office quality standards are followed and that all policies and procedures are consistently applied
Work in conjunction with accounting to maintain and minimize levels of account receivables and adjustments
Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
Set departmental objectives, work schedules, budgets, policies, and procedures
Manage the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest's expectations
Ensure the timely completion of performance appraisals
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
Ensure luxury service levels are being delivered consistently
Facilitate the resolution of any concerns for the guest and/or refers and follows-up with appropriate personnel
Bring any unusual circumstances to the AGM for review
Maintain a Manager's Daily Log
Listen to the guest issues and resolves in a timely manner
Recruit, manage, train and develop the Front Office team
Comply with hotel security, fire regulations and all health and safety legislation
Act in accordance with policies and procedures when working with front of house equipment and property management systems
Carry out any reasonable request by management of which the employee is capable of performing