Director of Front Office

Highgate Hotels•Las Vegas, NV

19h

About The Position

The Director of Front Office oversees Guest Services, Valet, and Front Desk operations, ensuring attentive, friendly, efficient, and courteous service while maximizing room revenue and productivity. The role develops managers and employees and serves as a liaison to leased restaurant and retail operations based in the hotel. The position leads front-of-house staffing, training, performance management, and employee development; monitors service standards, guest satisfaction, expenses, labor, and revenue; and coordinates Rooms Division planning, forecasting, budgeting, and operational projects. It also supports hotel service and marketing programs, handles guest concerns, participates in Manager on Duty coverage, and operates and monitors front office systems. The role requires at least six years of progressive hotel or related experience, or a qualifying combination of college education and related experience. Previous Front Office management experience and proficiency in MS Excel and MS Word are required. Long hours are sometimes required.

Requirements

At least 6 years of progressive experience in a hotel or related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
Previous Front Office management experience is required.
Proficiency in MS Excel and MS Word.
Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
Ability to listen to, understand, and clarify concerns raised by employees and guests.
Ability to multitask and prioritize departmental functions to meet deadlines.
Ability to understand and evaluate complex information and data from various sources.
Ability to anticipate, prevent, identify, and solve problems.
Ability to maintain confidentiality of information.
Ability to meet the physical and scheduling demands of the role, including sometimes working long hours and participating in Manager on Duty coverage as required.

Responsibilities

Oversee Guest Services, Valet, and Front Desk operations to provide quality guest service and maximize room revenue and productivity.
Respond to guest requests, problems, complaints, and accidents and follow up to ensure guest satisfaction.
Motivate, coach, counsel, and discipline assigned personnel according to hotel standards.
Conduct front-of-house interviews, follow hiring procedures, support Human Resources recruiting efforts, and ensure managers follow interviewing and hiring standards.
Develop employee morale and ensure training of Rooms Division personnel and compliance with service standards.
Maintain professional working relationships and open communication with managers, employees, and other departments.
Implement Highgate Hotel policies, house rules, service philosophy, and corporate programs.
Monitor oversold dates, expenses, labor, and budgeted productivity to maximize revenue and profit.
Tour operating departments and conduct walk-throughs of public areas and guestrooms to ensure cleanliness and maintenance standards.
Coordinate renovations, capital expenditures, equipment change-overs, and other major projects.
Conduct weekly meetings, including a monthly financial review, attend daily and monthly meetings, and participate in required Manager on Duty coverage.
Conduct performance reviews and ensure managers administer employee reviews according to standards.
Develop department heads for succession and prepare the Rooms Division annual budget, Communications and Other Income.
Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor Synergy MMS and ensure appropriate follow-up to requests.
Assist with revenue and occupancy forecasting.
Monitor VIPs and special guests.
Maintain knowledge of corporate marketing programs and ensure staff understand and implement them.
Attend required hotel meetings and trainings, maintain regular attendance and professional appearance, follow safety and operational standards, and maintain confidentiality.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Short-term and long-term disability insurance
401(k) retirement plan with employer matching contributions
Paid holidays
Paid vacation
Paid sick leave in accordance with applicable law
Employee assistance program (EAP)
Tuition reimbursement
Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law