Director of Front Office

AccorHotel • Pittsburgh, PA

7d • Onsite

About The Position

Ensure the smooth and efficient operation of all Front Office functions and related services to achieve maximum sales and guest satisfaction, while adhering to established company policies and procedures. Co-ordinate Front Desk, Guest Services and Royal Service departments while on duty to ensure the smooth operation and highest level of guest satisfaction. Seeks feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment. Ensure that a high level of guest service is achieved at all times in all Front Office departments and that complaints are handled efficiently. Monitor house count during the day via stay over analysis, cancellations, early departures, no show, and bed assignments to maximize revenue and occupancy. Carefully oversee group arrivals which include: Pre-assigning rooms, pre-keying and ensuring availability of special requests, reviewing resumes and assigns Resume Reviews. Ensure proper assignment of rooms of the VIP and Loyalty guests and the distribution of the VIP report to all departments. As often as time permits, help inspect the allocated rooms and escort VIP guests to their rooms. Handle guest requests for credit with Night Manager and Accounting. Work closely with the Assistant Front Office Managers and ensures smooth shift transitions. Keeps accurate records of daily events in the designated log books. Ensure key inventory control. Assist in creating and maintaining manuals relevant to safety procedures, hours of operation, promotions, guest service requirements etc. Knowledgeable of all policies, procedures and systems, including Micros PMS relating to all Front Office Departments. Oversee concierge program. Promote a cooperative team spirit amongst colleagues by listening, giving positive feedback, monitoring and ensuring follow up. Responsible for recruiting Front Office positions. LQA and other brand standards. ALL – Loyalty program. Liaise and audit – valet and parking services. Responsible for colleague performance reviews and progressive disciplinary action. Participate in the Service Excellence committee. Development and mentor Front Office Leaders. Design, implement, and follow up on colleague incentive programs. Conducts monthly department meetings with the Front Desk and Guest Services colleagues. Facilitate and manage colleague training as necessary. Contribute to a fun, positive work environment for the Front Office Team and other colleagues. Encourages colleague participation in special events. Assist with IT functions, including but not limited to: configuration of PC’s, server/system updates, basic networking, troubleshooting, etc. Monitor and improve RPS. Consistently offers professional, engaging and friendly service. Other duties as assigned.

Requirements

• Front Office Manager experience preferred
• management at a luxury property an asset
• Experience working with OPERA PMS CLOUD advantageous
• Must have excellent computer and troubleshooting skills
• Excellent organizational skills
• Outstanding communication skills - oral and written
• Excellent interpersonal skills
• Displays a team philosophy and leads by example
• Excellent problem solving skills
• Ability to remain calm under pressure
• Strong attention to detail

Responsibilities

• Ensure the smooth and efficient operation of all Front Office functions and related services to achieve maximum sales and guest satisfaction, while adhering to established company policies and procedures.
• Co-ordinate Front Desk, Guest Services and Royal Service departments while on duty to ensure the smooth operation and highest level of guest satisfaction.
• Seek feedback on guest satisfaction and resolves problems in accordance with our Mission Statement and philosophy of employee empowerment.
• Ensure that a high level of guest service is achieved at all times in all Front Office departments and that complaints are handled efficiently.
• Monitor house count during the day via stay over analysis, cancellations, early departures, no show, and bed assignments to maximize revenue and occupancy.
• Carefully oversee group arrivals which include: Pre-assigning rooms, pre-keying and ensuring availability of special requests, reviewing resumes and assigns Resume Reviews.
• Ensure proper assignment of rooms of the VIP and Loyalty guests and the distribution of the VIP report to all departments.
• As often as time permits, help inspect the allocated rooms and escort VIP guests to their rooms.
• Handle guest requests for credit with Night Manager and Accounting.
• Work closely with the Assistant Front Office Managers and ensures smooth shift transitions.
• Keeps accurate records of daily events in the designated log books.
• Ensure key inventory control.
• Assist in creating and maintaining manuals relevant to safety procedures, hours of operation, promotions, guest service requirements etc.
• Knowledgeable of all policies, procedures and systems, including Micros PMS relating to all Front Office Departments.
• Oversee concierge program.
• Promote a cooperative team spirit amongst colleagues by listening, giving positive feedback, monitoring and ensuring follow up.
• Responsible for recruiting Front Office positions.
• Liaise and audit – valet and parking services.
• Responsible for colleague performance reviews and progressive disciplinary action.
• Participate in the Service Excellence committee.
• Development and mentor Front Office Leaders.
• Design, implement, and follow up on colleague incentive programs.
• Conducts monthly department meetings with the Front Desk and Guest Services colleagues.
• Facilitate and manage colleague training as necessary.
• Contribute to a fun, positive work environment for the Front Office Team and other colleagues.
• Encourages colleague participation in special events.
• Assist with IT functions, including but not limited to: configuration of PC’s, server/system updates, basic networking, troubleshooting, etc.
• Monitor and improve RPS.
• Consistently offers professional, engaging and friendly service.
• Other duties as assigned.

Benefits

• Competitive salary
• flexible benefit plans
• Generous PTO allowances
• Employee rates at Accor properties available worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities. Including WATCH

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed