Director of Front Office

Highgate Hotels•Atlanta, GA

3d•Onsite

About The Position

The Director of Front Office is responsible for ensuring the efficient operation of the guest services departments, including the Front Desk, Door/Valet service in an attentive, friendly and courteous manner; providing all guests with superior quality service while maximizing room revenue and productivity, and developing managers and employees.

Requirements

At least 6 years of progressive experience in a hotel or a related field; or a 4-year college degree and at least 2 years of related experience; or a 2-year college degree and 4 or more years of related experience.
Previous Front Office management experience is required.
Must be proficient in MS Excel and MS Word.
Long hours sometimes required.
Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
Must be able to multitask and prioritize departmental functions to meet deadlines.
Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
Attend all hotel required meetings and trainings.
Participate in M.O.D. coverage as required.
Maintain regular attendance in compliance with Highgate Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming.
Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
Must be able to maintain confidentiality of information

Nice To Haves

Previous experience with OnQ is strongly preferred.

Responsibilities

Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests, managers, and fellow employees.
Respond to all guest requests, problems, complaints and/or accidents arising in person or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner.
Follow up to ensure guest satisfaction.
Motivate, coach, counsel and discipline all assigned personnel according to hotel standards.
Prepare and conduct all front-of-house interviews and follow hiring procedures according to SOP's.
Actively support Human Resources with recruiting efforts.
Ensure that all managers are in compliance with the standards in their interviewing and hiring procedures.
Develop employee morale and ensure training of Front Office personnel.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Ensure implementation of all Highgate Hotel policies and house rules.
Understand hospitality terms.
Ensure sign off of all Service Standards by Position competencies for the Front Office leadership team .
Monitor oversold dates to ensure the maximization of rooms revenue.
Ensure compliance effective training according to Highgate Hotel standards.
Attend daily and monthly meetings.
Monitor expenses to ensure expense control and maximize profit, using checkbook accounting as a control mechanism.
Monitor and ensure compliance with SOP’s.
Conduct weekly meeting, including a monthly guest satisfaction review.
Complete performance reviews according to SOP.
Monitor labor expenses through schedule approval process and ensure budgeted productivity.
Prepare department managers for succession through development of their need areas.
Participate in required M.O.D. program as scheduled.
Operate all aspects of the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
Monitor proper operation Synergy MMS and ensure proper internal and external follow up to requests.
Assist in preparation of revenue and occupancy forecasting.
Efficiently and professionally communicate with hotel staff.
Coordinate all aspects of the ongoing implementation of the Highgate Hotel philosophy of service.
Be knowledgeable of the current corporate marketing programs and the standards and procedures for each.
Ensure that staff is knowledgeable in understanding and implementing corporate programs.
Monitor all V.I.P.'s, special guests and requests