Front Office Director

Hersha Hospitality Management LP•New York, NY

13d

About The Position

The Front Office Director manages hotel front office operations in accordance with established guest service and sustainability standards. The role oversees front-of-house departments, managers, staff, financial operations, budgets, guest satisfaction, and hotel systems and equipment. The position also coordinates with sales and corporate accounting, supports hotel safety practices, and follows HHM’s EarthView sustainability guidelines. The potential career path is Assistant General Manager, General Manager, and Area General Manager.

Requirements

Intermediate knowledge of overall hotel operations.
Associate or bachelor’s degree preferred.
Large hotel experience preferred.

Nice To Haves

Associate or bachelor’s degree.
Large hotel experience.

Responsibilities

Interview, select, train, schedule, coach, and support associates to ensure they follow brand or hotel standards and HHM core values.
Oversee front office departments to ensure guests receive an optimal level of service and hospitality.
Monitor guest satisfaction scores and brand standards, and work to improve departmental and overall guest satisfaction.
Resolve customer complaints and anticipate potential problems by reviewing operational issues, business flow, and associate performance.
Monitor front-of-house financial operations and ensure compliance with accounting controls and procedures.
Develop, implement, and monitor daily, weekly, monthly, and annual department budgets and forecasts.
Review capital budget items for approval and place orders as required.
Supervise front-of-house department managers.
Review guest correspondence and incident logs, and direct staff based on information obtained.
Oversee vendor and personnel contracts throughout the hotel.
Monitor guest room occupancy to use space efficiently and minimize overbooking.
Oversee property accounting functions, including accounts payable and receivable, house bank audits, and front-office petty cash.
Coordinate with the corporate accounting department to oversee payroll functions.
Ensure internal audit standards are met.
Work with sales staff to implement strategies that improve occupancy and maximize occupancy and rates.
Monitor and maintain front office systems and equipment for optimum performance.
Serve on the hotel safety committee.
Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
Follow sustainability guidelines and practices related to HHM’s EarthView program.
Practice safe work habits, wear protective safety equipment, and follow MSDS and OSHA standards.
Perform other duties as requested by management.