Director of Front Office - Hotel Indigo Los Angeles

IHG•Los Angeles, CA

1d•$95,000 - $110,000•Onsite

About The Position

The Director of Front Office is responsible for overseeing the daily activities of the front office, ensuring smooth operations, and enhancing the guest experience. This role involves managing staff, driving revenue, maintaining financial procedures, and contributing to the hotel's reputation and community involvement. The position requires a leader who can inspire a team, foster a positive work environment, and ensure high standards of service and operational efficiency.

Requirements

Bachelor’s degree / higher education qualification / equivalent in Hotel Administration, Business Administration.
Four years of guest service/hotel experience with two years in a management capacity, or an equivalent combination of education and work experience.
Must speak local language(s).

Responsibilities

Direct everyday activity, plan and assign work, ensuring adequate staffing numbers.
Develop team members through coaching, feedback, and setting performance and development goals.
Train colleagues to meet hotel revenue goals and ensure they have the necessary tools to work effectively.
Initiate HR-related actions as needed.
Foster a positive working environment and promote inter-departmental collaboration.
Interact with outside contacts, including guests, vendors, and others.
Develop and maintain relationships with key clients and outside contacts to increase revenue.
Oversee the night audit function and preparation of daily financial reports.
Prepare and submit statistical, performance, and forecast analyses and reports.
Maintain procedures for security of monies, credit and financial transactions, guest security, and inventory control.
Utilize company systems and processes to maximize revenue, and develop plans to increase occupancy and ADR through walk-ins and upselling.
Achieve personal/team sales goals and maximize profitability.
Assist in preparing the departmental budget and financial plans, including the hotel marketing plan.
Provide guests with information to enhance their experience, such as loyalty programs, area attractions, and facility information.
Schedule conventions and/or business group activities and coordinate with other departments.
Communicate pertinent information, requirements, and special needs for arriving VIPs, large groups, and other key guests to appropriate departments.
Lead marketing efforts to upsell guests on hotel services, offerings, and amenities.
Ensure front office staff provides prompt service, professional attention, and personal recognition to guests.
Ensure guests are greeted upon arrival, interact effectively with guests, and respond appropriately to complaints.
Solicit feedback and build relationships to drive continuous improvements in guest satisfaction.
Conduct routine inspections of the front office and public areas and address deficiencies.
Analyze guest satisfaction data and develop/implement plans to achieve goals.
Communicate pertinent information regarding expected arrivals and departures of VIPs and other key guests, or special guest needs, to appropriate departments.
Work closely with key business leaders, officials, and representatives of local community groups to ensure high-profile exposure for the hotel.
Market the hotel's sustainable or “green” aspects to gain new business opportunities.
Act as a central communications point during emergency/crisis situations and maintain relationships with local emergency personnel.
Develop the hotel and brand's awareness and reputation in the local community and promote team member involvement in community outreach.
Perform ad-hoc duties as needed.
Regularly audit financial transactions to ensure compliance with governmental regulations and data privacy requirements.
Perform other duties as assigned.
May serve as manager on duty.