Director of Front Office Operations

Hotel Californian•Santa Barbara, CA

1d•$78,000 - $85,000

About The Position

Hotel Californian is Santa Barbara’s premier urban escape—where coastal glamour meets effortless luxury. Located in the heart of the Funk Zone, our 121-room hotel blends historic charm with bold, contemporary design, drawing discerning travelers, creatives, and locals alike. We offer personalized and relaxing wellness at Majorelle Spa, host unforgettable gatherings in striking architectural spaces with optimal views, and savor exceptional dining—from al fresco seasonal fare at Goat Tree to refined cuisine at Blackbird and world-class wines at The Society: State & Mason. Hotel Californian sets the standard for modern California living on the American Riviera – come join our experience. The Director, Front Office is responsible for overseeing the effectiveness of the Guest Reception and Concierge as it relates to operations at the hotel, as well as supporting Hotel Operations as needed. The Director of Guest Reception will be responsible for the general oversight of the hotel operations with focus on Guest Reception including the Concierge, Front Drive, Valet, Parking and PBX, ensuring a high level of personalized service is delivered to guest/patrons always. Liaise with guests, patrons, colleagues, and vendors, strengthening relationships with department heads while ensuring the provision of superior service levels for all amenities and services offered. Handle inquiries and opportunities in a timely and proactive manner, ensuring follow through and resolution. Maintain preparedness and initiate emergency procedures in collaboration with Security to protect all individuals and assets on property. Lead and oversee the general administration of the Front Drive, Front Desk, Concierge and PBX. Lead and execute the Guest Relations process at the hotel, personally welcoming guest inclusive of those with VIP designation. Conferring recognition of guests by gathering preference information and developing personal knowledge thereof, encouraging feedback and assisting with any special requests guests may have, disseminating pertinent information to necessary departments, and documenting information ascertained in guest’s profile. Personally, review the pre-arrival report; ensuring profiles are updated to current data entry standards, identifying key guests to initiate preparations to confer recognition. Oversee the daily shift briefing process for incoming colleagues, ensuring all colleagues on shift are familiar with VIP guests’ in-house/arriving/departing, any significant events on property, and any other pertinent information. Assist in the audit of profile data entry standards inter and intra departmentally, with specific relation to the Front Office, Concierge and Room Reservations functions. Work cohesively in collaboration with the operations departments to ensure a smooth and opportunity free experience for all guests and patrons. Ensure that all required reports and data are accurate and submitted on time to relevant hotel offices, recommending and implementing changes as necessary. Participate in all regular and operational meetings, inclusive but not limited to the Morning Operation’s Meeting, Pre-Convention, and departmental meetings. Oversee and coordinate departmental administration inclusive of payroll and the dissemination of the daily according to hotel procedures. Oversee labor for the department and ensure completion of bi-weekly Payroll Reports. Assist in the coordination, communication and planning for daily house activity and conference billing requirements inter and intra departmentally in collaboration with Accounting and Sales departments. Perform training functions including development, recognition, coaching, training, process observation, performance counseling, and performance review. Identify quality improvement trends, implement quality initiatives and effectively communicate to Senior Management, making appropriate recommendations to increase patron/guest satisfaction and bottom-line profit generation. Monitor rooms’ inventory taking corrective action as necessary in coordination with Rooms Division and Revenue Management.

Requirements

Must have 3+ years of experience in a luxury hotel or hospitality property, with 2+ years of direct management experience at manager or director level and direct guest experience
Must possess excellent interpersonal, analytical, and organizational skills.
Excellent verbal and written communication skills, high level of attention to detail.
Ability to build strong relationships with key departmental heads, interact and influence others at all levels of the organization.
Self-confident, proactive and able to prioritize responsibilities to meet deadlines, enhancing hotel service levels.
Ability to multi-task and coordinate activities across multiple departments and make decisions in the best interest of the hotel.
Computer proficiency not limited to: MS Word, Excel, PowerPoint and Outlook.
Must be able to work varying shifts based on business demands including weekends and some evenings.
Must be able to stand and walk for long periods of time or up to eight (8) hours.
Must be able to sit at a desk for up to eight (8) hours.
Must be able to occasionally lift up to 25 lbs unassisted.

Responsibilities

Overseeing the effectiveness of the Guest Reception and Concierge as it relates to operations at the hotel, as well as supporting Hotel Operations as needed.
General oversight of the hotel operations with focus on Guest Reception including the Concierge, Front Drive, Valet, Parking and PBX, ensuring a high level of personalized service is delivered to guest/patrons always.
Liaise with guests, patrons, colleagues, and vendors, strengthening relationships with department heads while ensuring the provision of superior service levels for all amenities and services offered.
Handle inquiries and opportunities in a timely and proactive manner, ensuring follow through and resolution.
Maintain preparedness and initiate emergency procedures in collaboration with Security to protect all individuals and assets on property.
Lead and oversee the general administration of the Front Drive, Front Desk, Concierge and PBX.
Lead and execute the Guest Relations process at the hotel, personally welcoming guest inclusive of those with VIP designation.
Conferring recognition of guests by gathering preference information and developing personal knowledge thereof, encouraging feedback and assisting with any special requests guests may have, disseminating pertinent information to necessary departments, and documenting information ascertained in guest’s profile.
Personally, review the pre-arrival report; ensuring profiles are updated to current data entry standards, identifying key guests to initiate preparations to confer recognition.
Oversee the daily shift briefing process for incoming colleagues, ensuring all colleagues on shift are familiar with VIP guests’ in-house/arriving/departing, any significant events on property, and any other pertinent information.
Assist in the audit of profile data entry standards inter and intra departmentally, with specific relation to the Front Office, Concierge and Room Reservations functions.
Work cohesively in collaboration with the operations departments to ensure a smooth and opportunity free experience for all guests and patrons.
Ensure that all required reports and data are accurate and submitted on time to relevant hotel offices, recommending and implementing changes as necessary.
Participate in all regular and operational meetings, inclusive but not limited to the Morning Operation’s Meeting, Pre-Convention, and departmental meetings.
Oversee and coordinate departmental administration inclusive of payroll and the dissemination of the daily according to hotel procedures.
Oversee labor for the department and ensure completion of bi-weekly Payroll Reports.
Assist in the coordination, communication and planning for daily house activity and conference billing requirements inter and intra departmentally in collaboration with Accounting and Sales departments.
Perform training functions including development, recognition, coaching, training, process observation, performance counseling, and performance review.
Identify quality improvement trends, implement quality initiatives and effectively communicate to Senior Management, making appropriate recommendations to increase patron/guest satisfaction and bottom-line profit generation.
Monitor rooms’ inventory taking corrective action as necessary in coordination with Rooms Division and Revenue Management.