Front Office Director

Highgate Hotels • Miami, FL

3d

About The Position

The Director of Front Office is responsible for the operation of Guest Services, Valet, and Front Desk service, delivering attentive, friendly, efficient, and courteous service while maximizing room revenue and productivity and developing managers and employees. The role also serves as a liaison to leased restaurant and retail operations based in the hotel. The position is at The Elser Hotel & Residences, a 49-story luxury condominium hotel in Downtown Miami with 646 furnished rooms/residences, curated amenities, and retail space.

Requirements

• At least 6 years of progressive experience in a hotel or related field; alternatively, 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.
• Proficiency in MS Excel and MS Word.
• Ability to communicate effectively, verbally and in writing, with employees and guests at all levels.
• Ability to listen to, understand, and clarify concerns raised by employees and guests.
• Ability to multitask and prioritize departmental functions to meet deadlines.
• Ability to handle problems effectively, including anticipating, preventing, identifying, and solving them.
• Ability to understand and evaluate complex information and data from various sources.
• Ability to maintain confidentiality.
• Long hours are sometimes required.
• Must attend required hotel meetings and training and participate in Manager on Duty coverage as required.
• Must maintain regular attendance according to scheduling and hotel needs.

Responsibilities

• Ensure Guest Services, Valet, and Front Desk operations provide attentive, friendly, efficient, and courteous service.
• Respond to guest requests, problems, complaints, and accidents, and follow up to ensure guest satisfaction.
• Motivate, coach, counsel, and discipline assigned personnel according to hotel standards.
• Conduct front-of-house interviews, follow hiring procedures, support recruiting, and ensure managers follow interviewing and hiring standards.
• Develop employee morale and ensure training of Rooms Division personnel.
• Maintain professional working relationships and open communication with managers, employees, and other departments.
• Implement Highgate Hotel policies, house rules, service standards, and standard operating procedures.
• Monitor completion of service-standard training checklists and ensure effective training.
• Monitor oversold dates to maximize room revenue.
• Tour rooms operating departments daily, greet employees, and solicit feedback.
• Attend daily and monthly meetings and conduct weekly meetings, including a monthly financial review.
• Monitor expenses and labor, approve schedules, maintain budgeted productivity, and maximize profit.
• Conduct walk-throughs of public areas and guestrooms to ensure cleanliness and maintenance standards.
• Coordinate major projects, including renovations, capital expenditures, and equipment change-overs.
• Conduct performance reviews and ensure managers administer employee reviews in accordance with standards.
• Develop department heads and prepare them for succession.
• Prepare the Rooms Division annual budget, Communications and Other Income.
• Participate in the required Manager on Duty program as scheduled.
• Operate the Front Office computer system, including software maintenance, report generation and analysis, and simple programming.
• Monitor proper operation of Synergy MMS and follow up on requests internally and externally.
• Assist with revenue and occupancy forecasting.
• Communicate professionally with hotel staff and coordinate implementation of Highgate's service philosophy.
• Stay knowledgeable about corporate marketing programs, standards, and procedures, and ensure staff understand and implement them.
• Monitor VIPs and special guests.
• Attend required hotel meetings and training, maintain regular attendance, and participate in Manager on Duty coverage as required.
• Maintain personal appearance and grooming standards and comply with hotel standards and regulations for safe, efficient operations.
• Identify problem areas, help implement solutions, and anticipate, prevent, identify, and resolve problems.
• Maintain confidentiality of information.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• Life insurance
• Short-term and long-term disability insurance
• 401(k) retirement plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave in accordance with applicable law
• Employee assistance program
• Educational opportunities and tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

What This Job Offers

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