Front Office Director
About The Position
Manage hotel front office operations in accordance with established guest service and sustainability standards. This role involves overseeing front office departments to ensure an optimal level of service and hospitality, addressing guest satisfaction, and resolving customer complaints. The Front Office Director will also monitor financial operations, develop budgets, and supervise front of the house department managers. Additionally, this position requires coordination with sales staff for strategy implementation, maintenance of front office systems, and participation in the hotel's safety committee. The role also emphasizes following sustainability guidelines and practicing safe work habits.
Requirements
- Associate or Bachelor’s degree preferred.
- Intermediate knowledge of overall hotel operations.
- Large hotel experience preferred.
Responsibilities
- Manage hotel front office operations in accordance with established guest service and sustainability standards.
- Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
- Oversee front office departments to ensure an optimal level of service and hospitality are provided to hotel guests.
- Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
- Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.
- Monitor all front of the house financial operations and ensure front office compliance with accounting controls and procedures.
- Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts.
- Review, submit for approval, and order capital budget items as required.
- Supervise all front of the house department managers.
- Review correspondence from guests and incident logs and direct staff according to information obtained.
- Oversee all vendor and personnel contracts throughout the hotel.
- Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
- Oversee the property accounting functions including but not limited to Accounts payable and receivables, house bank audits, petty cash as it relates to the front office.
- Coordinate with corporate accounting department to oversee payroll functions.
- Oversee and ensure internal audit standards are met.
- Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and improve maximum occupancy and rates.
- Monitor and maintain the 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
