Director of Front Office

Le Meridien & Sheraton Charlotte Hotels•Charlotte, NC

7d•Onsite

About The Position

Le Meridien Sheraton Charlotte Hotel, managed by StepStone Hospitality, is seeking an experienced and strategic Director of Front Office to join its leadership team. This role is vital in overseeing, directing, and administering all Front Office operations. The ideal candidate will be a seasoned hospitality professional with a strong understanding of hotel operations and a commitment to exceptional guest service.

Requirements

At least 5-10 years of related experience in a hotel front office.
Comprehensive knowledge of all hotel departments and functions.
Comprehensive knowledge of applicable Federal, state, and local health, safety, and legal regulations.
Exceptional mathematical and computer skills.
College education and relevant training and experience required.
Ability to timely obtain any required licenses or certificates.

Nice To Haves

Hotel or hospitality industry experience strongly preferred.
Additional education preferred.
CPR training and first aid training preferred.
Additional language ability preferred.
Occasional travel required.
Hotel booking software, Marriott preferred.

Responsibilities

Oversee the daily operations of the front office department.
Ensure exceptional guest service is consistently delivered.
Manage front office staff, including hiring, training, and scheduling.
Implement and monitor policies and procedures to maintain efficiency.
Coordinate with other departments to facilitate smooth operations.
Handle guest complaints and resolve issues promptly and professionally.
Maintain occupancy and room rates to optimize revenue.
Prepare and manage the department budget.
Conduct regular staff meetings and performance evaluations.
Ensure compliance with health and safety regulations.
Monitor key performance metrics and develop improvement strategies.
Oversee inventory management for front office supplies.
Develop an operational strategy aligned with the brand's business strategy and lead its execution.
Analyze service issues and identify trends.
Make and execute necessary decisions to keep the property moving forward toward achievement of goals.
Review reports and financial statements to determine Rooms operations performance against budget.
Coach and support the operations team to effectively manage occupancy & rate, wages, and controllable expenses.
Review the Wage Progress Report and compare budgeted wages to actual wages, coaching direct reports to address problem areas and holding the team accountable for results.
Champion the brand’s service vision for product and service delivery and ensure alignment amongst the Rooms leadership teams.
Participate in the Executive committee, sharing and communicating knowledge, and attending weekly or monthly meetings.