Front Office Director

Magna Hospitality Group•New York, NY

2d•$85,000 - $90,000•Onsite

About The Position

The Director of the Front Office's primary purpose is to ensure the smooth operation of the front desk. This role is responsible for directing, coordinating, and monitoring the overall Front Office operation as directed by the Hotel Manager, and to direct the Front Office operation independently when the Hotel Manager is unavailable. The hotel values a culture where team members help each other and work together, with the most important task being to provide exceptional service to guests at all times. This description outlines a minimum performance standard, but team members are encouraged and expected to go above and beyond.

Requirements

Previous experience in a similar position or at least one year of supervisory experience in a hotel.
Scheduling flexibility.
Strong organizational and communication skills.
Strong computer skills.
Excellent interpersonal skills.
Ability to effectively multitask and work under pressure.
Able to effectively resolve conflict.

Nice To Haves

PEP experience is a plus.

Responsibilities

Assist the Hotel Manager in setting up the Front Office training tools, standards and procedures, and training plans.
Assist the Hotel Manager in supervising, organizing, directing, and coordinating the staff and activities of the Front Office.
Assist the Hotel Manager in evaluating Guest satisfaction levels and monitoring trends.
Ensure regular and VIP Guests are recognized, and that the Front Office department operates with a sales attitude and promotes the hotel's loyalty scheme.
Conduct daily inspections and assist in maintaining proper protocols, ensuring Front Office Agents perform their duties according to required standards.
Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork.
Ensure Team Members know the hotel's products, services, pricing, policies, and the local area.
Motivate and celebrate Team members' Success.
Maintain procedures for the security of guests, hotel property, and emergency procedures.
Analyze, generate reports, and communicate information to employees and appropriate departments.
Assist in achieving budgeted revenues and expenses and maximize the room department's profitability. Investigate budget deviations and take immediate corrective action.
Authorize accepting credit cards, cash payouts, and refunds in accordance with established procedures.
Monitor and control guests’ credit status to ensure payments are collectible and received on time. Perform regular follow-up on pending payments.
Have knowledge of hotel property, amenities, area attractions, and transportation.
Fulfill the Manager on Duty shifts if required.
Provide a professional image at all times through appearance and dress.