Director of Front Office

HEI Hotels and Resorts•Chicago, IL

23h

About The Position

The Director of Front Office oversees the Front Office and Guest Services Department and its operations, with responsibility for profitability, cost controls, quality standards, and total guest satisfaction. The role provides leadership and guidance to Front of House team members to ensure consistent, high-quality service. It also coordinates with Front Office leadership and other departments to manage guest services, staffing, training, reservations, payroll, and operational performance.

Requirements

At least three years of front office management experience.
At least two years of department-head-level experience.
Ability to deal effectively with team members and customers, including using patience, tact, and diplomacy to defuse anger and gather accurate information.
Excellent interpersonal skills to support overall guest satisfaction.
Strong mathematical comprehension to interpret numbers as they apply to hotel operations.
Ability to access and accurately enter information using a moderately complex computer system.
Ability to read, write, speak, and understand English to communicate effectively with guests and team members.
Ability to work under pressure and handle stressful situations during busy periods.
Effective verbal and written communication skills, with the ability to adapt communication style to different audiences.

Responsibilities

Communicate clear direction to staff in writing and verbally, observe team-member performance, and encourage improvement.
Interview, select, train, supervise, evaluate, counsel, and administer progressive discipline for Front Office and Guest Services staff.
Oversee guest and VIP arrivals and departures, adjusting staffing as needed with the Front Office Manager.
Ensure team training programs comply with requirements and that Guest Service Culture Standards are followed.
Interact positively with customers and resolve problems and complaints, including responses to guest surveys, in a timely manner.
Oversee the hotel quality assurance meeting and prepare the team for quality assurance inspections.
Ensure team members use guest names naturally and follow Guest Service Delivery Standards and brand standards.
Work with appropriate leaders on VIP reservations, groups, amenities, and guest resumes; monitor special reservation requests and rate changes for in-house guests.
Compute daily payroll, schedules, and reports to promote efficiency and productivity within the payroll budget.
Review in-house, arrival, and departure guests to identify credit challenges and assist Finance in addressing them.
Develop team and individual agendas focused on operational efficiency, quality improvement, and financial benefits.
Plan, deliver, and implement training modules and supporting materials, monitor employee progress, and participate in required training.
Foster team spirit and loyalty, seek opportunities to build customer loyalty, and attend and participate in meetings that support hotel success.
Oversee monthly departmental meetings for Front Office and Guest Services.