Director of Front Office

Marriott•Tampa, FL

11d•$80,000 - $101,000

About The Position

The Director of Front Office is responsible for all front office functions and staff, as well as security staff functions. Areas of responsibility may include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security. As a department head, the Director leads and works with managers and employees to execute front office operations, including guest arrival and departure procedures. The role works to establish a safe and secure environment for guests and associates, improve guest and employee satisfaction, and maximize departmental financial performance. The Director oversees day-to-day operations, staffing, service quality, budgets and controllable expenses, security activities, guest issue resolution, and compliance with front office and property policies. The role leads, coaches, and develops employees and managers; sets and monitors performance expectations; and coordinates with other hotel departments to support guest satisfaction and property goals.

Requirements

High school diploma or GED and 6 years of experience in guest services, front desk, or a related professional area; or 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.
Interpersonal and communication skills to lead, influence, and encourage others.
Ability to make sound financial and business decisions and demonstrate honesty and integrity.
Ability to manage front office and security operations, staff, guest issues, and departmental budgets.
Ability to communicate performance expectations, coach employees, and coordinate work across teams.
Ability to analyze information, evaluate results, solve problems, and address operational challenges.

Responsibilities

Lead and manage front office functions and staff, including applicable bell, switchboard, front desk, retail/gift shop, concierge, valet, and security operations.
Manage employees and day-to-day operations, and understand employee positions well enough to perform duties in their absence.
Build trust, respect, cooperation, and collaborative relationships among employees; recognize and celebrate team contributions.
Set and communicate performance expectations, goals, and work priorities, and monitor progress and results.
Manage front desk and guest services operations to meet service standards, customer expectations, performance goals, and budget goals.
Conduct department meetings and communicate department goals and operational priorities.
Supervise and coordinate activities for luggage attendants, garage valets, door attendants, and concierge staff.
Review staffing levels to meet guest service, operational, and financial needs.
Manage controllable departmental expenses and contribute to financial performance goals.
Provide recommendations and reports concerning 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 daily activities.
Compile information and file written security reports.
Verify compliance with front office policies, standards, and procedures.
Ensure property policies are administered fairly and consistently and that disciplinary procedures and documentation follow SOPs and LSOPs and support the Peer Review Process.
Provide exceptional customer service, act as the Front Office Service Champion, and foster a positive atmosphere for guest relations.
Coordinate with other hotel departments to improve communication and guest satisfaction.
Coach and guide employees to understand and meet guest needs, and empower employees to provide excellent service.
Review comment cards, guest satisfaction results, and other data to identify service improvement opportunities.
Observe employee service behaviors and provide feedback to individuals and managers.
Identify employee development needs and provide coaching, mentoring, and other support to improve knowledge and skills.
Set performance standards, monitor performance, and establish challenging, realistic, and obtainable operational goals.
Solicit employee feedback, use an open-door policy, and review employee satisfaction results to identify and address concerns.
Ensure employees are treated fairly and equitably and manage progressive discipline for front office staff.
Administer performance appraisals for direct-report managers.
Interview and hire managers and hourly employees with appropriate skills in a timely manner to meet business needs.
Provide information to supervisors, coworkers, and subordinates by telephone, in writing, by email, or in person.
Analyze information and results to select solutions and solve problems.
Keep executives, peers, and subordinates informed of relevant information in a timely manner.
Identify and analyze departmental operational challenges and facilitate solutions to prevent recurrence.