Director of Front Office

Ensemble Hospitality•Menlo Park, CA

21h

About The Position

The Director of Front Office oversees front office departments and front-of-house operations to ensure a high level of guest service and hospitality. The role manages front office associates and department managers, supports compliance with hotel and brand standards, and works to improve guest satisfaction. It also oversees front-of-house financial operations, budgeting and forecasting, property accounting functions related to the front office, payroll coordination, internal audits, vendor and personnel contracts, room occupancy, sales strategies, and front office systems and equipment. The position serves on the hotel’s safety committee and develops action plans to address guest service deficiencies. Work schedules vary and may include holidays, weekends, and alternate shifts.

Requirements

Intermediate knowledge of overall hotel operations.
Associate or bachelor’s degree preferred.
Large hotel experience preferred.

Nice To Haves

Associate or bachelor’s degree.
Large hotel experience.

Responsibilities

Interview, select, train, schedule, coach, and support associates to ensure they meet brand or hotel standards and Ensemble values.
Oversee front office departments to provide guests with an optimal level of service and hospitality.
Monitor guest satisfaction scores and brand standards, and work to improve departmental and overall guest satisfaction.
Resolve customer complaints and anticipate potential problems by reviewing operational issues, business flow, and associate performance.
Monitor front-of-house financial operations and ensure compliance with accounting controls and procedures.
Develop, implement, and monitor department-wide daily, weekly, monthly, and annual budgets and forecasts.
Review capital budget items for approval and place orders as required.
Supervise front-of-house department managers.
Review guest correspondence and incident logs, and direct staff based on the information obtained.
Oversee vendor and personnel contracts throughout the hotel.
Monitor guest room occupancy to use room space efficiently and minimize overbooking.
Oversee front-office-related property accounting functions, including accounts payable and receivable, house bank audits, and petty cash.
Coordinate with the corporate accounting department to oversee payroll functions.
Ensure internal audit standards are met.
Work with sales staff to discuss and implement strategies to improve occupancy levels and maximize occupancy and rates.
Monitor and maintain front office systems and equipment for optimum performance.
Serve on the hotel’s safety committee.
Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Perform other duties as requested by management.