Director of Front Office

JW Marriott Savannah•Savannah, GA

12d•Onsite

About The Position

The overall objective and purpose of the Director of Front Office is to support the Front Office by leading the team in executing guest service related responsibilities in order to create an exceptional experience for our guests. The incumbent is responsible for providing hospitable service involving all guest interactions, anticipating their needs, solving problems, and coaching and training staff to exceed our guests’ expectations. They are to provide inspiring and strategic leadership while directing the activities of the Front Office in support of the mission, core values, standards and goals established by the company.

Requirements

Bachelor’s degree in Business or related training equivalent – required
2+ years of relevant work experience in similar scope and title – required
Experience within luxury brand/markets – required

Nice To Haves

Experience with Opera – preferred

Responsibilities

Oversee the operations of the Front Office department, ensuring the implementation and execution of KQA and BSA standards.
Provide hands-on training and continuous coaching to subordinates, supervising and directing the execution of service related tasks to ensure the efficient and professional operation of the Front Office.
Foster Grand Performer commitment to providing intuitive service and model desired service behaviors in all interactions with Guests and Grand Performers.
Maintain complete knowledge and ensure compliance of company policies and standard operating procedures.
Create and distributes work schedules adequate for operational needs.
Plan and organize daily shifts. Effectively delegate tasks and responsibilities to subordinates, audit work for accuracy and monitor outcomes.
Oversee budget process for the Front Office and control operating and labor expenses. Uses Peak Performance to optimize the guest service experience, while operating within labor budget/occupancy levels.
Create the guestroom occupancy forecast, manage the departmental budget and participate in P&L meetings when requested.
Take ownership and solve problems. Provide guidance and support, empowering subordinates to solve problems and resolve guest issues.
Conduct monthly meetings with subordinates to proactively solve problems, respond to questions and create a positive productive work environment.
Train, mentor, and develop Grand Performers to the standards of a world class property and intuitive service experience. Assist in developing leaders and bench strength through the implementation of the Job Coach program.
Conduct Grand Performer coaching and counseling, progressive discipline, 90 day reviews and Annual Performance Appraisals.
Have a thorough knowledge of product, including room types, amenities, services and brand standards.
Develop, acknowledge and track guest preferences.
Stay informed of sales strategies, packages, promotions and discounts, and understand the impact on other departments.
Demonstrate effective sales techniques to upsell rooms, amenities and products.
Review GSS scores, comment cards, guest satisfaction results and other data; takes corrective action as appropriate.
All other duties as assigned, planned or unplanned.