Director of Front Office
About The Position
The Director of Front Office is responsible for supervising Front Office operations personnel and ensuring guests receive prompt, cordial attention and personal recognition. This role also involves promoting Inter-Hotel sales and in-house facilities, managing marketing techniques, and maintaining effective Member relations. The Director will conduct hiring, performance appraisals, counseling, coaching, training, and disciplinary actions as needed to ensure appropriate staffing and productivity. They will also identify training needs, develop training plans, and implement training sessions. A key aspect of this role is maintaining standards for furnishings, facilities, and equipment, conducting regular inspections, and ensuring departmental members adhere to appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture. The Director will lead comprehensive monthly departmental meetings, control and analyze departmental costs against budget, and participate in the hotel's Strategic Plan, Marketing Plan, and Goals Program, including preparing the Front Office Departmental Budget. They will also prepare statistical, performance, and forecast reports, check billing instructions and guest credit for compliance, and analyze discounts and rebates. The Director will review the rate variance report to ensure rooms revenue control and communicate all pertinent information to the Hotel Manager or General Manager, including VIP arrivals and departures. At IHG, employees are expected to comply with all workplace health and safety requirements. Other duties and special projects may be assigned.
Requirements
- Supervises Front Office operations personnel.
- Interacts with guests and individuals outside the hotel.
- Cooperates, coordinates and communicates with other department heads.
- Consults with department heads, Human Resource, Hotel Manager and General Manager as appropriate.
- Ensures appropriate staffing and productivity.
- Ensures furnishings, facilities and equipment are clean, in good repair and well maintained.
- Ensures rooms revenue control.
Responsibilities
- Monitor Front Office personnel to ensure guests receive prompt, cordial attention and personal recognition.
- Ensure SCC members, known repeat guests, and other VIPs receive special attention and recognition.
- Promote Inter‑Hotel sales and in‑house facilities and monitor Front Office Marketing techniques.
- Inform other operating departments of Front Office matters that concern them.
- Establish and maintain effective Member relations.
- Conduct interviewing, orientation, hiring, performance appraisal, counseling, coaching, training, and suspending personnel.
- Identify training needs, develop formal training plans, and implement training sessions.
- Maintain standards for furnishings, facilities, and equipment.
- Schedule and conduct routine inspections of areas under control.
- Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance, and posture of departmental Members.
- Conduct comprehensive monthly departmental meetings.
- Control and analyze departmental costs to ensure performance against budget.
- Participate in the preparation of the hotel's Strategic Plan, Marketing Plan, and Goals Program.
- Prepare the Front Office Departmental Budget.
- Prepare and submit statistical, performance, and forecast reports.
- Check billing instructions and guest credit for compliance with hotel credit policy.
- Analyze and approve discounts and rebates.
- Analyze the rate variance report to ensure rooms revenue control.
- Communicate all information likely to be of interest to the Hotel Manager or General Manager.
- Comply with all workplace health and safety requirements.
- Perform other duties and special projects as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
