Director of Front Office

Pyramid Global Hospitality•Seattle, WA

1d•Onsite

About The Position

Welcome to Pyramid Global Hospitality, where people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. About our property: Welcome to Hotel Max, situated in the heart of Seattle and proudly part of the Pyramid Global Hospitality family. Our 163 well-appointed rooms are more than just accommodations; each one has its unique story. Beyond providing a professional workspace, Hotel Max serves as a vibrant hub for creativity and career opportunities. Situated in downtown Seattle, Hotel Max embodies the dynamic work culture fostered by Pyramid Global Hospitality, encouraging professional growth and the pursuit of opportunities. As part of the Pyramid Global team, we offer benefits such as a 401k with a company match and recognition programs to celebrate your achievements. Join us at Hotel Max, where your role transcends the typical 9-to-5 routine. It's about being part of a professional team that understands and embraces Seattle's artistic energy while supporting your individual career journey. Your pathway to a fulfilling career in the Pacific Northwest begins here. Welcome to a professional environment within Pyramid Global Hospitality that encourages your personal and professional development! At Pyramid Global Hospitality, we believe in putting our People First. Our "Better Together" culture is built on practices, policies, and programs that support our associates in achieving success both at work and at home.

Requirements

High school graduate or equivalent vocational training certificate
Must be a US citizen or possess a valid work permit
Compute basic arithmetic
Front Desk experience required
Fluency in English both verbally and non-verbally
Maintain confidentiality of guest information and pertinent hotel data
Ability to input and access information in the property management system/computers/point of sales system
Excellent phone & verbal communication skills
Flexible schedule

Responsibilities

Oversee all areas of operation relating to the guest experience for Front Desk, and Bell services.
Oversee all systems and controls aspects of the Front Office.
Oversee the development of all Front Office employees.
Maintain standards of guest services and a consistent guest experience as documented by Revinate, Unifocus, Trip Advisor etc.
Ensure the accuracy of the Front Desk and PBX records with direct and open lines of communications to other departments within the hotel.
Through proper Front Office rooms merchandising procedures, ensure management of the rate structure, via Front Office salesmanship, and meet or exceed average rate goals of the hotel as well as total rooms revenue.
Ensure all Front Office systems and controls procedures comply with corporate policy and procedures.
Ensure all Front Desk labor costs and other expenses are properly monitored and controlled in accordance with budgets and monthly updates.
Maintain open and clear communication with all internal departments.
Work cohesively with the Guest Services and Housekeeping departments to provide a successful arrival and departure process.
In conjunction with night audit staff, ensure timely and accurate reporting of daily operating results and statistical information as related to revenue and expenses.
Supervise all front desk associates and hold them accountable.
Conduct interviewing and hiring for the Front Office and PBX.
Attend morning line-ups prepared with relevant information for the day.
Ensure that all room discrepancies are cleared.
Oversee blocking of special room requests for next day’s arrivals.
Maintain a neat and orderly area.
Consistently present a polished and professional role model image to guests, coworkers, and other departments.
Complete job duties as listed on their shift checklist in a timely manner and alert manager or supervisor if assistance is needed.
Coordinate out of order rooms with housekeeping.
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
Maintain positive guest relations at all times.
Resolve guest complaints, ensuring guest satisfaction.
Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
Maintain complete knowledge at all times of: All hotel features/services, hours of operation, All room types, numbers, layout, decor and location, All room rates, special packages and promotions, Daily house count and expected arrivals/departures, Room availability status for any given day, Scheduled daily group activities.
Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
Meet with Supervisor to review daily assignments and priorities.
Access all functions of computer system.
Set up work station with necessary supplies.
Promote positive guest relations to all individuals approaching the Front Desk.
Process all guest check-ins.
Confirm reservation in system and review all noted information.
For guests without a reservation, sell a room type agreed upon.
Register guest in the computer and generate a registration card.
Verify registration card information with the guest.
Obtain back-up information for guest credit/payment method and input into system; collect cash when designated.
Advise guest of any messages, mail, packages, etc. received for them.
Communicate services and amenities of the hotel to guests.
Direct Bell Person to escort guest and transport their luggage to the room.
Maintain guest history files on all guests.
Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
Set up accurate accounts for each guest checking in according to their requirements (i.e., share with, separate room/tax/incidentals, comp).
Accommodate room changes.
Document all guest requests, complaints or problems.
Take record and relay messages accurately.
Offer detailed information on the voice mail system to callers and guests wishing to leave message.
Accept and record wake-up call requests.
Document and confirm reservations and cancellations.
Block rooms in computer and follow through on designated requirements.
Pre-register designated guests and prepare key packets.
Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
Generate and distribute daily and weekly reports.
Resolve discrepancies on the room status report with Housekeeping.
Process all check-outs.
Resolve any late charges.
Present folio to guest and resolve any disputed charges.
Settle guest accounts.
Retrieve guest room key from guest.
Solicit guest comments on their stay.
Process express check-outs.
Handle requests for late check-outs.
Conduct group check-ins/outs.
Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
Adhere to all cashiering procedures: Process adjustment vouchers, paid-outs, correction vouchers, miscellaneous charges.
Make change for guests.
Sell kiosk items.
Post charges.
Run closing reports.
Count and secure bank.
Complete designated cashier reports.
Balance receipts and drop receipts.
Document pertinent information in the pass down book.
Assist with Reservations calls.
Handle all internal and guest calls.
Provide Concierge service.
Assist in other Front Desk areas as assigned.
Provide guest room tours.
Report maintenance needs on work orders to be reported to Engineering.

Benefits

Comprehensive health insurance
Retirement plans
Paid time off
On-site wellness programs
Local discounts
Employee rates on hotel stays
Ongoing training and development opportunities
Medical, Dental, Vision, Disability, & Life Insurance (for Full-Time Non-Union Associates)
401(k) Plan (for Full-Time Non-Union Associates)
PTO - 14 days for first 3 years (for Full-Time Non-Union Associates)
Holidays - 7 paid holidays and 2 floating holidays (for Full-Time Non-Union Associates)
Employee Room Rate Discounts (for Full-Time Non-Union Associates)
401(k) Plan (for Part-Time Associates)
Sick Time: Accrue 1 hour for every 30 hours worked (for Part-Time Associates)
Employee Room Rate Discounts (for Part-Time Associates)
Recognition programs