Director of Front Office

Hyatt Vacation Ownership

2d•$102,000 - $110,000•Onsite

About The Position

Responsible for all front office functions and staff. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Requirements

High school diploma or GED; 4 years experience in the guest services, front office, or related professional area.
OR
2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 2 years experience in the guest services, front desk, or related professional area.
Driving is required for this position; screening will be required.

Responsibilities

Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Ensures compliance with all Front Office policies, standards and procedures.
Provides services that are above and beyond for customer satisfaction and retention.
Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.
Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
Manages employee progressive discipline procedures for Front Office Staff.
Administers the performance appraisal process for direct report managers.
Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Analyzes information and evaluating results to choose the best solution and solve problems.
Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner.
Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.