Director of Front Office

Marriott•San Antonio, TX

8h•$98,000 - $126,000

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 managers and employees in executing front office operations, including guest arrival and departure procedures, and works to establish a safe and secure environment for guests and associates. The role aims to improve guest and employee satisfaction and maximize the department’s financial performance. The Director manages front desk, guest services, and security teams; oversees daily operations, staffing, budgets, service quality, guest issues, and department policies; and coordinates with other hotel departments. The role also oversees employee development, performance management, recognition, hiring, and discipline, and provides operational information and solutions to supervisors, peers, and subordinates.

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.
Ability to lead and manage employees and daily operations, communicate effectively, and build trust, respect, and cooperation.
Ability to make sound financial and business decisions and manage budgets and controllable expenses.
Ability to handle guest problems and complaints and maintain service quality and standards.
Ability to analyze information, evaluate results, solve problems, and address operational challenges.
Ability to guide, coach, mentor, and evaluate employees and managers.

Responsibilities

Lead, influence, and encourage front office and security teams while demonstrating integrity and serving as a role model.
Supervise employees and manage day-to-day operations, maintaining collaborative relationships and recognizing team contributions.
Set and communicate performance expectations, goals, and plans; monitor employee and departmental performance.
Manage guest services and front desk operations to meet service standards, customer expectations, performance goals, and budget objectives.
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.
Recommend and report capital expenditures, repairs, and maintenance programs for front office areas.
Handle guest complaints and ensure guest issues are resolved.
Protect the property and provide a safe environment for guests and staff; oversee on-duty security personnel, including the dispatcher.
Assign and coordinate security work and ensure officers are briefed on daily activities.
Compile information and file written security reports.
Ensure compliance with front office policies, standards, and procedures, and administer property policies and disciplinary procedures consistently and according to SOPs and LSOPs.
Provide service that supports guest satisfaction and retention; coordinate with hotel departments to improve communication and guest satisfaction.
Coach employees, provide guidance and feedback, empower excellent customer service, and promote a positive guest-relations atmosphere.
Review comment cards, guest satisfaction results, and other data to identify opportunities to improve service.
Observe employee service behaviors and provide feedback to individuals or managers.
Identify employee development needs; set performance standards and goals; solicit feedback and address employee concerns fairly and equitably.
Manage progressive discipline for front office staff and performance appraisals for direct-report managers.
Interview and hire managers and hourly employees with appropriate skills in a timely manner.
Provide information to supervisors, coworkers, and subordinates by telephone, in writing, email, or in person.
Analyze information and results to select solutions, and identify operational challenges and prevent their recurrence.
Keep executives, peers, and subordinates informed of relevant information in a timely manner.