Director of Front Office

The Colony Hotel•Palm Beach, FL

1d•Onsite

About The Position

The Director of the Front Office is responsible for overall leadership at the Front Desk and Guest Experience departments. This successful and very polished individual must have experience leading a team in a luxury service environment and is strongly committed to service and creating experiences for our guests. This role collaborates closely with Guest Experience, Retail, Residences and VIP Services.

Requirements

Must have excellent interpersonal skills.
Ability to read, write, speak, and understand English to communicate effectively with guests and employees.
Ability to access and accurately input information using a moderately complex computer system, including property management systems.
Knowledge of Microsoft Office, specifically Word and Excel.
Strong knowledge of Opera and all applicable software programs. Must be able to multitask using multiple software applications at any given time.
Ability to understand guest needs and expectations and deliver superior customer services with little input from others.
Must be an excellent communicator in all aspects of his/her job, including coworkers and guests.
Always looking for the best interest of both guests and the hotel.
Ability to perform a job with high attention to detail and effectively organize and able to handle multiple tasks.
Must handle difficult situations and hold team associates accountable.
Effective verbal and written communication skills in English a must.
Must be able to work in teams and involve others in decision-making when applicable.
Ability to be flexible in availability to accommodate hotel occupancy and business demand.
Forward thinking, sharp trainer skills, and ability to mentor and develop team members.
Ability to successfully motivate and lead a team through leading by example.
Ability to plan and organize large or multiple projects and complete them within deadlines.
Maintain high visibility resulting in a minimum of 70% of time spent on the floor with the teams.
Support the bell and front drive services when needed for coverage.
Must have a flexible schedule, including availability on weekends, evenings, and holidays as needed or as directed.
Minimum of 2 years as a Director of Front Office experience working in a luxury hotel/environment environment.
Assistant Director of Front Office with 3 years or more of luxury background would also be considered.
Managed and led a team of Supervisors and hourly associates.
Familiar with Forbes, LQA standards, and training.

Nice To Haves

A degree in hospitality or hotel management is preferred.

Responsibilities

Manages all Front Desk and Guest Experience department team associates.
Must be able to direct, guide, and lead a Front Desk and Guest Experience Leadership team.
Responsible for hiring, training, counseling, and disciplining all Front Desk and guest Experience team associates.
Schedule Supervisors and associates responsibly handle business needs and flex as needed.
Is accountable for Guest Experience results and performance from Guest Satisfaction, Forbes Travel Guide, and Social Media surveys in areas relating to guest arrival and departure experiences.
Prepares staff schedules to ensure the best operational effectiveness within budgetary guidelines in a time sensitive fashion.
Perform daily payroll duties to ensure accuracy.
Support human resources functions, including recruiting, selection, orientation, training, performance planning, evaluations, and pay and reward programs.
Ensure all training plans are submitted before a new employee attends orientation.
Conduct weekly meetings with managers to ensure communication is current and up to date.
Assign projects to support and motivate the teams in supporting Forbes Five Star training and delivery.
Ensures the front office always has the correct information and proper equipment to complete department functions; and prioritizes and organizes all projects that pertain to improving front office functions.
Responsible for reviewing the daily line-up sheet sent to the hotel.
Responsible for maintaining proper organization of the front desk and back-office areas.
Incorporate/inventory management system for supplies and conduct bi-weekly inspections for proper supplies on hand.
Communicates effectively both verbally and in writing to provide clear directions to staff.
Assigns and instructs guest service and front desk agents in work details. Observe performance and encourage improvement.
Informs and updates executives, peers, and subordinates on relevant information in a timely manner.
Uses creative management skills to solve problems.
Ensures compliance with The Colony standards are met to ensure consistent high quality guest relations.
Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgment.
Handles guest relocations as required.
Provides guestroom and hotel tours. Must be familiar with all hotel services, including spa, beach, recreation, and hotel dining options.
Assists other guest services areas with daily operations and supervision.
Manages Operations to ensure profitability, control costs, and quality standards to ensure total guest satisfaction.
Administration of all personnel files, including training records. Responsible for all personnel administrative records, including monitoring payroll vacation requests, portages collection, and assisting in monitoring distribution sales/payout gratuities.
Attend weekly/monthly leadership meetings.
Conduct monthly front office department meetings and on time.
Ensure the training and development of all associates, including direct reports, is consistent.
Collaborate with all departments to ensure cross-communication is open to all departments.
Perform front desk duties in high-demand times.
Ensure there is proper coverage in all areas to meet high demand periods.
Other duties as deemed appropriate by the Guidance team.