Director of Front Office

Marriott•Orlando, FL

3d•$89,000 - $113,000

About The Position

Responsible for all front office functions and staff, as well as security staff functions. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security, as applicable. As a department head, directs and works with managers and employees to execute front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for guests and associates, continually improve guest and employee satisfaction, and maximize the department’s financial performance. The role leads front desk, guest services, and security teams; oversees day-to-day operations; manages staffing, budgets, expenses, and guest issues; and ensures compliance with policies and standards. It also coordinates with other hotel departments, promotes exceptional customer service, supports employee development and performance management, and addresses operational challenges.

Requirements

High school diploma or GED and 6 years of experience in guest services, front desk, or a related professional area; alternatively, a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 4 years of experience in guest services, front desk, or a related professional area.

Responsibilities

Lead, influence, and encourage employees while fostering trust, cooperation, and recognition across front office and security teams.
Supervise and manage employees and day-to-day operations, maintaining the ability to perform employees’ duties in their absence.
Set and communicate performance expectations, monitor progress, recognize team contributions, and conduct department meetings.
Manage front desk and guest services operations to meet quality standards, customer expectations, performance goals, budget goals, and team goals.
Develop goals and plans, prioritize work, and keep the Front Office team focused on guest satisfaction and financial results.
Supervise and coordinate luggage attendants, garage valets, door attendants, and concierge activities.
Review staffing levels to meet guest service, operational, and financial needs.
Manage controllable expenses and understand the effect of Front Office operations on Rooms and overall property financial goals.
Provide recommendations and reports for capital expenditures, repairs, and maintenance programs for front office areas.
Handle guest complaints and verify that guest issues are resolved.
Protect the property and provide a safe environment for guests and staff.
Oversee on-duty security personnel, including the dispatcher; coordinate assignments and ensure officers are briefed on the day’s activities.
Compile information and file written security reports.
Verify compliance with Front Office policies, standards, and procedures, and ensure property policies and disciplinary processes are administered fairly and consistently in accordance with SOPs and LSOPs.
Provide service that exceeds expectations, coordinate with other hotel departments, and help employees understand and respond to guest needs.
Act as the Front Office Service Champion, promote a positive atmosphere for guest relations, and empower employees to provide excellent service.
Review comment cards, guest satisfaction results, and other data to identify service improvements; observe employee service behaviors and provide feedback.
Coach, mentor, and develop employees; set performance standards and monitor performance.
Solicit employee feedback, use an open-door policy, review employee satisfaction results, and address employee concerns fairly and equitably.
Manage progressive discipline for Front Office staff and administer performance appraisals for direct-report managers.
Interview and hire managers and hourly team members with appropriate skills and in a timely manner.
Communicate information to supervisors, coworkers, subordinates, executives, and peers by telephone, in writing, email, or in person.
Analyze information and results to select solutions and solve problems; identify operational challenges and facilitate solutions to prevent recurrence.