Front Office Director

Hersha Hospitality Management LP•Boston, MA

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, guest satisfaction, financial operations, budgets and forecasts, department managers, hotel systems and equipment, and related accounting and audit functions. The director works with sales staff to improve occupancy and rates, supports associate performance, and serves on the hotel’s safety committee. The position follows HHM’s EarthView sustainability guidelines and practices and applicable workplace safety standards. The work schedule varies and may include holidays, weekends, and alternate shifts.

Requirements

Intermediate knowledge of overall hotel operations.
Work schedule varies and may include holidays, weekends, and alternate shifts.
Ability to stand for extended periods; walk, push, lift up to 25 pounds, bend and reach, stoop, kneel, or crouch.

Nice To Haves

Associate or bachelor’s degree preferred.
Large hotel experience preferred.

Responsibilities

Interview, select, train, schedule, coach, and support associates to ensure they meet 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 monitoring 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, submit them for approval, and order them as required.
Supervise front-of-house department managers.
Review guest correspondence and incident logs, and direct staff based on the information obtained.
Oversee hotel vendor and personnel contracts.
Monitor guest-room occupancy to use space efficiently and minimize overbooking.
Oversee property accounting functions related to the front office, including accounts payable and receivable, house bank audits, and 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’s 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.