Director of Front Office

Marriott•Boston, MA

3d•$98,000 - $124,000

About The Position

The Director of Front Office is responsible for front office functions and staff, as well as security staff functions. Areas of responsibility may include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security. As a department head, the Director leads managers and employees in carrying out front office operations, including guest arrival and departure procedures. The role works to maintain a safe and secure environment for guests and associates, improve guest and employee satisfaction, and maximize department financial performance. The Director manages front desk, guest services, and security teams; oversees daily operations, staffing, budgets, service quality, guest concerns, and security personnel; and ensures compliance with front office and property policies. The role also leads employee development and performance activities, coordinates with other hotel departments, and identifies operational challenges and solutions.

Requirements

High school diploma or GED and 6 years of experience in guest services, front desk, or a related professional area; or a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 4 years of experience in guest services, front desk, or a related professional area.

Responsibilities

Lead, influence, and encourage employees; model appropriate conduct and foster trust, respect, cooperation, and open communication.
Supervise and manage employees and day-to-day front office operations, including performing employee duties when needed.
Communicate performance expectations, monitor progress, recognize employee contributions, and celebrate team successes.
Set and pursue performance, budget, and team goals; organize work and keep the Front Office team focused on guest satisfaction and financial results.
Conduct department meetings and communicate department goals consistently.
Supervise and coordinate luggage attendants, garage valets, door attendants, and concierge activities.
Review staffing levels to meet guest service, operational, and financial needs.
Manage controllable department expenses and understand the effect of Front Office operations on Rooms and property financial goals.
Provide recommendations and reports for capital expenditures, repairs, and maintenance programs for front office areas.
Handle guest complaints and verify that guest issues are resolved.
Protect the property and provide a safe environment for guests and staff.
Oversee on-duty security personnel, including the dispatcher; coordinate assignments and ensure officers are briefed on daily activities.
Compile information and file written security reports.
Verify compliance with Front Office policies, standards, and procedures, and ensure property policies and disciplinary processes are administered consistently and documented according to SOPs and LSOPs.
Provide services that exceed customer expectations and support satisfaction and retention.
Coordinate with other hotel departments to improve communication and guest satisfaction.
Coach employees and help them understand and meet guest needs; provide guidance and feedback.
Act as the Front Office Service Champion, promote a positive guest-relations atmosphere, and empower employees to deliver excellent customer service.
Review comment cards, guest satisfaction results, and other data to identify service improvements; observe employee service behaviors and provide feedback.
Identify employee development needs and coach, mentor, and guide employees; set performance standards and monitor performance.
Set realistic, challenging, and attainable operational goals.
Solicit employee feedback, maintain an open-door policy, review employee satisfaction results, and address employee concerns fairly and equitably.
Manage progressive discipline for Front Office staff and administer performance appraisals for direct-report managers.
Interview and hire managers and hourly employees with appropriate skills in a timely manner.
Provide information to supervisors, coworkers, and subordinates by telephone, in writing, by email, or in person.
Analyze information and results to select solutions and solve problems.
Keep executives, peers, and subordinates informed of relevant information in a timely manner.
Identify departmental operational challenges and facilitate solutions to prevent recurrence.