Director of Front Office

DRIFTWOOD HOSPITALITY MANAGEMENT•Rockwall, TX

1d•Onsite

About The Position

Driftwood Hospitality Management’s company culture empowers associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for its fully integrated approach to hospitality services — all with outstanding client service. The team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel. The Front Office Manager is fully responsible for all aspects of the Front Desk, coordinates the Front Office activities of the Hotel and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the duties personally or through subordinate supervisors.

Requirements

A four-year college degree or equivalent education or experience is required
Two to three years in a related hotel company position
Discipline-specific hospitality industry and general hotel department knowledge
Supervisory experience
Excellent verbal and written English communication skills
Ability to handle cash or credit transactions
Microsoft Office proficiency
Excel proficiency
General office equipment operation knowledge
Cash register operation knowledge

Responsibilities

Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
Responsible for satisfaction scores for the front desk operations.
Addresses any deficiencies in the area immediately.
Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
Effectively trains guest service agents on proper front desk procedures.
Recruits, interviews, and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
May prepare weekly schedules for front office staff.
Address performance deficiencies of front office staff through coaching and disciplinary actions.
Complete performance evaluations for front office staff timely.
May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
Oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals.
Attend to guest and group special needs and solve tricky problems with confident graciousness.
Keep a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit.
Skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance.
Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
Required reports are timely and of a quality that can be shared with corporate.
Rates are accurate and monitored daily.
Is proficient at managing inventory in the property management system.
Frequently meets with and reviews work generated by the night auditor.
Maintains regular attendance and is consistently on time.
Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
Performs any other duties as requested by supervisor.
Act as Manager on Duty when duty calls.