Director of Front Office
About The Position
The Director of Front Office directs and controls the overall operation and staff of the Front Desk, Guest Services (Bell and Door/Driveway), Concierge, and CORE. Responsibilities include budgeting, staffing, hiring, training, maintaining brand standards, financial controls, and guest relations. The Director acts as Manager on Duty in the absence of senior management. The role works with internal Front Office staff and interacts externally with hotel guests and visitors, other hotel personnel, and vendors or suppliers. The position may also be assigned other duties at management’s discretion. The job description states that its listed duties are not exhaustive.
Requirements
- Ability to communicate satisfactorily in English, including speaking, reading, and writing, with guests, co-workers, and management.
- Prior guest relations training.
- Bachelor’s degree or equivalent.
- Three to five years of experience in a similar role in luxury New York City hotels.
- New York City union experience.
- Ability to perform duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperation, and with minimal supervision.
- Ability to think quickly and act appropriately in emergencies.
- Ability to perform well under pressure and time demands, and to work overtime when needed.
- Punctuality and regular, reliable attendance.
- Interpersonal skills and ability to work well with co-workers and the public.
- General computer knowledge and ability to enter work orders and notes or use a related system.
- Ability to work a flexible schedule, including AM, PM, overnight, weekends, and holidays.
- Ability to endure various physical movements throughout work areas.
- Ability to push, pull, grasp, lift, or carry supplies or equipment.
- Ability to stand for long periods, up to five hours.
- Ability to communicate one-on-one with guests, managers, and fellow employees.
- Ability to see the physical conditions of designated areas and observe the physical environment and respond to emergencies.
- Ability to effectively handle multiple demands and challenging guest-relations issues.
Responsibilities
- Direct the activities of all staff, including the Manager on Duty and Overnight Manager.
- Conduct performance evaluations and implement disciplinary actions as needed.
- Review and manage department schedules to support staff and meet business needs.
- Ensure coordination of guest arrivals, departures, and billing or credit requirements, including special-attention guests, returning guests, and groups.
- Ensure compliance with financial and credit procedures and controls, including cash handling, disbursements, and direct billings.
- Ensure the Front Office team is trained in and knowledgeable about service standards, including Forbes standards.
- Establish systems and processes for handling guest requests, concerns, and complaints, ensuring timely and appropriate resolutions.
- Take prompt action on matters concerning the safety, security, well-being, and satisfaction of hotel guests and employees; respond effectively to emergencies and safety-related situations.
- Attend leadership meetings as required by the General Manager.
- Comply with Work Rules, Safety Standards, and Standards of Conduct in the Employee Handbook.
- Work harmoniously and professionally with co-workers and supervisors.
- Perform other duties as assigned by management.
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What This Job Offers
Job Type
Full-time
Career Level
Director
