Director of Front Office

Triumph Hotels • New York, NY

3d

About The Position

Iroquois Hotel, member of Small Luxury Hotel group is looking for a Director of Front Office to join our team.

The Director of Front Office is a pivotal leadership role within our hospitality team, responsible for overseeing the daily operations of the front office department. This position ensures exceptional guest experiences through effective management of staff, resources, and processes. The ideal candidate will possess a strong background in hospitality management, excellent customer service skills, and a passion for enhancing guest relations.

Requirements

• Proven experience in hospitality management or hotel management with a focus on front office operations.
• Strong customer service skills with a commitment to providing exceptional guest experiences.
• Experience with night audit processes is preferred.
• Bilingual abilities are a plus for enhancing communication with diverse guests.
• Proficient in using phone systems and maintaining professional phone etiquette.
• Excellent guest relations skills with the ability to handle challenging situations calmly and effectively.
• Strong organizational skills with attention to detail in managing multiple tasks simultaneously.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

Nice To Haves

• Experience with night audit processes is preferred.
• Bilingual abilities are a plus for enhancing communication with diverse guests.

Responsibilities

• Manage and lead the front office team to deliver outstanding guest services and maintain high standards of customer satisfaction.
• Oversee daily operations including check-in/check-out procedures, reservations, and night audit processes.
• Develop and implement policies and procedures to enhance operational efficiency and guest experience.
• Foster a positive work environment through training, mentoring, and performance management of front office staff.
• Handle guest inquiries, complaints, and feedback with professionalism and urgency to ensure resolution.
• Maintain effective communication with other departments to ensure seamless service delivery.
• Monitor phone systems to ensure proper etiquette and responsiveness in all guest interactions.
• Analyze front office metrics to identify trends and areas for improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 11-50 employees