Front Office Director

Strider Hotel•Boston, MA

9d•$80,000 - $85,000

About The Position

Manage hotel front office operations in accordance with established guest service and sustainability standards. The role oversees front-of-house departments, service delivery, financial operations, budgets, staffing, systems, and compliance with brand, accounting, safety, and sustainability standards. The position also works with sales and corporate accounting to support occupancy, rates, and payroll functions.

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 meet brand or hotel standards and HHM core values.
Oversee front office departments to ensure an optimal level of service and hospitality for hotel guests.
Monitor guest satisfaction scores and brand standards, and work to increase departmental and overall guest satisfaction.
Resolve customer complaints and anticipate potential problems by reviewing and 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, submit for approval, and order capital budget items as required.
Supervise all front-of-house department managers.
Review guest correspondence and incident logs, and direct staff based on the information obtained.
Oversee vendor and personnel contracts throughout the hotel.
Monitor guest room occupancy to ensure efficient use and minimize overbooking.
Oversee property accounting functions, including accounts payable and receivable, house bank audits, and petty cash as it relates to the front office.
Coordinate with the corporate accounting department to oversee payroll functions.
Oversee and ensure internal audit standards are met.
Work with sales staff to discuss and implement strategies to improve occupancy levels and maximize occupancy and rates.
Monitor and maintain front office systems and equipment to ensure 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.