Director of Front Office

Sage Hospitality Group•Denver, CO

About The Position

Plan and manage hotel guest services and related-area operations to achieve satisfaction and quality service for guests, employees, corporate stakeholders, and owners while meeting or exceeding financial goals. The role is responsible for short- and long-term planning and the day-to-day operations of guest services and related areas, recommends the area's budget, and manages expenses within approved budget constraints. Major areas of responsibility include the front office, guest experience, bell, and valet. The position also oversees staffing and human resources, guest arrivals and departures, reservations and revenue opportunities, guest accounts and cash handling, guest communications, complaint resolution, and coordination with housekeeping, maintenance, and security.

Requirements

Four-year college degree or equivalent education and experience.
Four to five years of employment in a related position with this company or other organization(s).
Experiential knowledge required to manage people and complex problems.
Ability to study, analyze, and interpret complex activities or information to improve practices or develop new approaches.
Ability to make decisions with only general policies and procedures available for guidance.
Supervisory and management skills.
Communication skills to negotiate, convince, sell, and influence professionals or hotel guests.
Ability to assimilate and generate explicit, concise documents for publication within a corporate environment.
Ability to respond to guest requests and questions over the phone.
Excellent speech communication skills for professional, extensive communication in person and by telephone with guests, associates, and corporate contacts.
Excellent literacy.
Ability to lift, push, pull, and carry; bend and kneel; move about; and stand continuously, including performing tasks required of associates in assigned departments.
Ability to climb up to approximately 40 steps and ladders up to approximately 5 feet, at the stated frequencies.
Ability to drive as necessary.

Responsibilities

Plan and manage guest services and related-area operations, including short- and long-term planning and day-to-day operations.
Recommend the area's budget and manage expenses within approved budget constraints.
Manage human resources functions, including interviewing, hiring, training, developing, empowering, coaching, counseling, reviewing performance and salary, resolving problems, communicating, disciplining, and terminating employees as appropriate.
Manage daily guest check-in procedures using manual and computerized methods.
Fill in for roles within the rooms department as business demands require.
Manage daily guest check-out procedures, close guest accounts, and prepare rooms for the next sale.
Monitor and calculate or post monies, receipts, guest accounts, and credit using proper cash-handling methods and established procedures.
Answer inquiries and accept reservations in person and by telephone; communicate hotel rates and information and use suggestive selling to increase room nights, occupancy, and revenue.
Maintain customer relations by keeping informed about in-house and area functions and responding knowledgeably to questions and concerns.
Maximize revenue in phone and desk transactions by selling from the top down and offering specials last.
Operate PBX equipment, accept incoming calls, assist outgoing calls, schedule wake-up calls, and page guests.
Manage standard front-desk cash transaction procedures and maintain responsibility for a personal bank under hotel policy.
Resolve customer complaints to maintain customer satisfaction and service quality.
Maintain a friendly, cheerful, and courteous demeanor.
Ensure daily completion of overall front-desk operations.
Implement emergency organization procedures and training through management of security staff to protect guests, staff, and company assets.
Work closely with housekeeping and maintenance to help ensure the property is maintained.
Perform other duties as assigned, requested, or deemed necessary by management.

Benefits

Eligible to participate in Sage bonus plan, up to 20% of salary.
Complimentary RTD EcoPass.
Medical, dental, and vision insurance.
Health savings and flexible spending accounts.
Basic Life and AD&D insurance.
Company-paid short-term disability.
Unlimited paid time off.
Eligible to participate in the Company's 401(k) program with employer matching.
Employee assistance program.
Tuition reimbursement.
Discounts on hotels, restaurants, and more.
Eligible to participate in the Employee Referral Bonus Program, up to $1,000 per referral.