Director of Front Office

Sage Hospitality•Denver, CO

3d•$78,000 - $83,000•Onsite

About The Position

The Director of Front Office plans and manages guest services and related hotel operations to achieve satisfaction and quality service for guests, employees, corporate stakeholders, and owners while meeting or exceeding financial goals. The role is responsible for short- and long-term planning and day-to-day operations of guest services and related areas, recommends the area budget, and manages expenses within approved budget constraints. Areas of responsibility include the front office, guest experience, bell, and valet. The position oversees front-office functions such as guest check-in and checkout, reservations and inquiries, cash handling and guest accounts, telephone and PBX operations, complaint resolution, and revenue maximization. It also manages division human-resources functions, including hiring, training, development, coaching, performance reviews, and employee relations. The Director works with housekeeping and maintenance to maintain the property and manages security staff training and emergency procedures. The role requires a four-year college degree or equivalent education and experience, four to five years of related employment, management and supervisory capabilities, and the ability to handle complex problems and communicate effectively with guests, associates, professionals, and corporate contacts. The work is primarily inside the hotel and office environment, with physical requirements that include standing, mobility, lifting, pushing, pulling, carrying, bending, kneeling, climbing stairs and ladders, and driving as necessary.

Requirements

A four-year college degree or equivalent education and experience.
Four to five years of employment in a related position with this company or other organization(s).
Experiential knowledge for managing people and complex problems.
Ability to study, analyze, and interpret complex activities or information to improve practices or develop new approaches.
Ability to make decisions with only general policies and procedures available for guidance.
Supervisory and management skills.
Communication skills to negotiate, convince, sell, and influence professionals and hotel guests.
Ability to assimilate and generate explicit, concise documents for publication within the corporate environment.
Ability to respond to guest requests and questions over the phone.
Excellent speech communication skills for professional and extensive communication in person and by telephone with guests, associates, and corporate contacts.
Excellent literacy.
Ability to lift, push, pull, and carry; bend and kneel; maintain mobility and continuous standing; and accomplish tasks required of associates within assigned departments.
Ability to climb approximately 40 steps and ladders up to approximately five feet.
Ability to drive as necessary.

Responsibilities

Plan and manage guest services and related hotel operations to achieve customer satisfaction, quality service, and financial goals.
Plan short- and long-term operations, recommend the area's budget, and manage expenses within approved budget constraints.
Manage division human-resources functions, including interviewing, hiring, training, developing, coaching, counseling, reviewing performance and salary, resolving problems, communicating with employees, and disciplining or terminating employees as appropriate.
Manage daily guest check-in and checkout procedures, filling in for rooms-department roles as business demands require.
Monitor and calculate or post monies, receipts, guest accounts, and other credit using accurate cash-handling methods and established procedures.
Answer inquiries and accept reservations in person and by telephone; communicate rates and hotel information and use suggestive selling to increase room sales, occupancy, and revenue.
Maintain customer relations by staying informed about in-house and area functions and responding knowledgeably to questions and concerns.
Maximize revenue in each phone or desk transaction by selling from the top down and offering specials last.
Operate PBX equipment, accept incoming calls, assist outgoing calls, schedule wake-up calls, and page guests.
Manage front-desk cash transaction procedures and maintain responsibility for a personal bank according to hotel policy.
Resolve customer complaints to maintain customer satisfaction and service quality.
Maintain a friendly, cheerful, and courteous demeanor.
Ensure daily completion of front-desk operations.
Implement emergency organization procedures and training through management of security staff to protect hotel guests, staff, and company assets.
Work closely with housekeeping and maintenance to ensure the property is maintained.
Perform other duties as assigned, requested, or deemed necessary by management.

Benefits

Eligible to participate in Sage bonus plan, up to 20% of salary.
Complimentary RTD EcoPass.
Medical, dental, and vision insurance.
Health savings and flexible spending accounts.
Basic life and AD&D insurance.
Company-paid short-term disability.
Unlimited paid time off.
Eligible to participate in the Company’s 401(k) program with employer matching.
Employee assistance program.
Tuition reimbursement.
Discounts on hotels, restaurants, and more.
Eligible to participate in the Employee Referral Bonus Program, up to $1,000 per referral.