Director of Front Office

Paramount Hospitality Management•Orlando, FL

10d

About The Position

Imagine making a career of creating memorable guest experiences. We use fun and teamwork to make every moment count. We empower each other to provide exceptional service. Want to be part of a growing company with commitment to train and develop, true passion for service, come and be part of the team! You will receive: On the job training Growth Opportunities Competitive Pay rates Benefits (Medical, Dental and Vision available 1 st day after 60) Company Paid Life Insurance Paid Time Off Special Recognition Programs Team Member Discounts The ideal candidate will be responsible for all front office functions and Team Members. Areas of responsibility include Bell Staff, PBX, and Guest Services/Front Desk. As a department head, directs and works with managers and Team Members to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Requirements

3-5 year experience as Front Office Director in a hotel or resort of 300 plus rooms
Be above the rest in service, lead others in creating memorable experiences
The ability to work weekends, holidays, and evenings
The ability to ensure that hotel policies and brand standards are followed
Excellent communication and problem-solving skills
The skills and experience to lead a team to consistently deliver exceptional guest service
Developing the leadership qualities of all staff
Maintaining positive relationships with Team Member

Responsibilities

Leading Guest Services Team Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example. Encourages and builds mutual trust, respect, and cooperation among team members. Serves as a role model to demonstrate appropriate behaviors. Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence. Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team. Ensures recognition of employees is taking place across areas of responsibility. Communicates performance expectations in accordance with job descriptions for each position and monitors progress. Celebrates successes and publicly recognizes the contributions of team members.
Maintaining Guest Services Goals Achieves and exceeds goals including performance goals, budget goals, team goals, etc. Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the guests on a daily basis. Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results. Conducts department meetings and continually communicates a clear and consistent message regarding the Front Office goals to produce desired results. Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met. Understands the impact of Front Office operations on the Rooms area and overall property financial goals. Manages department controllable expenses to achieve or exceed budgeted goals.
Ensuring Exceptional Customer Service Provides services that are above and beyond for customer satisfaction and retention. Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed. Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations. Strives to improve service performance. Empowers employees to provide excellent customer service. Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience. Reviews comment cards, guest satisfaction results and other data to identify areas of improvement. Responds to and handles guest problems and complaints. Observes service behaviors of employees and provides feedback to individuals and/or managers. Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills. Establishes challenging, realistic and obtainable goals to guide operation and performance. Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns. Ensures employees are treated fairly and equitably. Manages employee progressive discipline procedures for Front Office Staff. Administers the performance appraisal process for direct report managers. Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.
Additional Responsibilities Provides information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Analyzes information and evaluating results to choose the best solution and solve problems. Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner. Identifies and analyzes Front Office operational challenges and facilitates the development of solutions to prevent reoccurrence.