Director of Front Office

Marriott•Charlotte, NC

1d•$81,000 - $101,000

About The Position

The Director of Front Office is responsible for 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 helps establish a safe and secure environment for guests and associates while improving guest and employee satisfaction and maximizing the department’s financial performance. The Director leads front desk, guest services, and security teams; manages day-to-day operations, staffing, budgets, service quality, and guest issues; and coordinates front office activities with other hotel departments. The role also oversees security personnel and reporting, ensures compliance with front office and property policies, and conducts human resources activities such as coaching, performance management, discipline, interviewing, and hiring.

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.

Responsibilities

Lead, influence, and encourage employees; promote trust, cooperation, integrity, and appropriate role-model behavior.
Supervise employees and manage day-to-day operations, including performing employee duties when needed.
Build collaborative relationships, recognize employee contributions, communicate performance expectations, and monitor progress.
Achieve performance, budget, and team goals while maintaining daily service quality and standards.
Develop goals and plans, prioritize work, and communicate department goals through meetings and ongoing updates.
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 expenses and understand the impact of Front Office operations on Rooms and property financial goals.
Provide recommendations and reports concerning capital expenditures, repairs, and maintenance programs for front office areas.
Handle guest complaints and ensure 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 procedures are applied fairly and consistently in accordance with SOPs and LSOPs.
Provide exceptional service, support guest satisfaction and retention, and coordinate with other hotel departments to improve communication and guest satisfaction.
Coach and guide employees, provide feedback, and empower them to deliver excellent customer service.
Serve as the Front Office “Service Champion,” promote a positive guest-relations atmosphere, and ensure Front Office areas support the guest experience.
Review comment cards, guest satisfaction results, and other data to identify service improvements; observe employee service behaviors and provide feedback.
Identify employee development needs; set performance standards and goals; solicit employee feedback 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 employees with appropriate skills in a timely manner.
Communicate relevant information to supervisors, peers, subordinates, and executives by telephone, in writing, by email, or in person.
Analyze information and operational challenges, choose solutions, and facilitate measures to prevent problems from recurring.