Director of Front Office

JW Marriott Savannah • Savannah, GA

7d

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 is at the AAA Four Diamond JW Marriott Savannah Plant Riverside District in Savannah, Georgia.

Requirements

• At least 6 years of progressive experience in a hotel or related field; alternatively, a 4-year college degree and at least 2 years of related experience, or a 2-year college degree and at least 4 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 handle problems by anticipating, preventing, identifying, and resolving them.
• Ability to understand and evaluate complex information and data from various sources.
• Ability to maintain confidentiality.
• Ability to attend required hotel meetings and trainings and maintain regular attendance in accordance with scheduling needs.
• Ability to maintain high standards of personal appearance and grooming and comply with hotel standards and regulations.

Responsibilities

• Provide attentive, friendly, helpful, and courteous service to guests, managers, and fellow employees.
• Respond efficiently and courteously to guest requests, problems, complaints, and accidents, and follow up to ensure 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 hiring standards.
• Develop employee morale and train Rooms Division personnel.
• Maintain professional working relationships and open communication with managers, employees, and other departments.
• Implement hotel policies and house rules and ensure required Service Standards sign-offs and training checklists are completed.
• Monitor oversold dates to maximize room revenue.
• Tour rooms operating departments daily, greet employees, and solicit feedback.
• Ensure effective training and compliance with hotel standards and standard operating procedures.
• Attend daily and monthly meetings and conduct weekly meetings, including a monthly financial review.
• Monitor and support applicable hospitality guest programs.
• Monitor expenses, control costs, maximize profit, and use checkbook accounting as a control mechanism.
• Conduct public-area and guestroom walkthroughs to verify cleanliness and maintenance standards.
• Coordinate major projects, including renovations, capital expenditures, and equipment changeovers.
• Conduct performance reviews and ensure managers administer employee reviews according to standards.
• Monitor labor expenses through schedule approvals and ensure budgeted productivity.
• Develop department heads for succession by addressing their development needs.
• Prepare the Rooms Division annual budget, Communications, and Other Income.
• Participate in the scheduled Manager on Duty program and coverage.
• Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of Synergy MMS and ensure appropriate follow-up on requests.
• Assist with revenue and occupancy forecasting.
• Communicate professionally and efficiently with hotel staff.
• Coordinate ongoing implementation of the hotel's service philosophy.
• Stay informed about corporate marketing programs and ensure staff understand and implement them.
• Monitor VIPs and special guests.

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
• Educational opportunities and tuition reimbursement
• Paid jury duty, personal, medical, and military leave in accordance with applicable law

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed