Director of Front Office
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About The Position
The Director of Front Office at Streamsong Resort is responsible for overseeing the daily operations of the Guest Services area, which includes the Front Desk, Transportation, Valet, and Bell Stand. This role is crucial in ensuring that the highest standards of customer service and hospitality are maintained, creating exceptional guest experiences that exceed expectations. The Director will recommend and implement service and procedural changes, monitor and control expenses within approved budget constraints, and ensure compliance with established policies and safety regulations. In this position, the Director will lead the Guest Service employees by conducting interviews, scheduling, training, developing, empowering, coaching, and counseling staff. They will also be responsible for planning and directing transportation needs for groups, corporate customers, and individual guests, as well as supervising the maintenance program for resort vehicles and equipment. The Director will monitor the Guest Service budget to minimize expenses and control labor costs, ensuring that productivity aligns with budgeted expectations. The role requires responding to guest requests, complaints, and accidents in a courteous and efficient manner, following up to ensure guest satisfaction. The Director will handle sensitive guest recovery operations and work closely with the Director of Operations on feedback related to guest satisfaction. Maintaining professional relationships and open communication with managers, team members, and other departments is essential for the success of this position. The Director will also attend various meetings related to operations and safety, acting with integrity and enthusiasm consistent with the resort's culture.
