Director of Front Office

About Us

The Jay, Autograph Collection, San Francisco's newest luxury lifestyle hotel, is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay, completely renovated, is an ode to classic San Francisco; peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style. The design and offerings of the hotel are inspired by the makers and innovators who made San Francisco great. It is a true celebration of those who shaped San Francisco. The word “Jay” in Latin means “to celebrate”, hence the name, The Jay. Our goal is to delight our guests with the element of discovery and authentic connection to the city, its neighborhoods, and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service as a “friend-in-the-know” when it comes to engaging our luxury lifestyle guests. We offer competitive benefits for all associates including a comprehensive medical plan, free employee meal per shift, discounted public transportation, all associate outings, and more. An opportunity to help continue to grow a completely renovated and redesigned luxury destination, creating the newest jewel of San Francisco’s Embarcadero / Jackson Square / FiDi neighborhood. Oh, and we have fun, work hard, and laugh a lot. This is an exciting time in the hotel’s history – you should be part of it!

Overview

Oversees the Front Office / Guest Services Department. This position is responsible for all aspects of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.

Responsibilities

• Communicates effectively in writing and verbally to provide clear direction to staff.
• Observes team member’s performance and encourages improvement.
• Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services staff.
• Oversees all guest and VIP arrival and departure to ensure highest levels of guest service and makes staffing adjustments as required with Front Office Manager.
• Ensures that training programs of Front Office and Guest Services team members are in compliance.
• Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.
• Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.
• Ensures that all guest surveys are responded to timely.
• Oversees the hotel quality assurance meeting focusing on continuous improvement.
• Ensures that all team members use guest names in a natural manner to ensure warm and personalized service according to Guest Service Delivery Standards.
• Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.
• Monitors special reservation requests, including handling rate changes on in-house guests.
• Computes daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.
• Reviews in-house, arrival and departure guests to ensure credit challenges are avoided.
• Assists Finance department to address all credit challenges.
• Develops individual and team agendas focusing on operational efficiency, quality improvement, and / or financial benefits.
• Plans, presents, and implements training modules and supporting components to ensure all front office employees are kept up with the latest customer service techniques and tools.
• Monitors training and employee progress to ensure Guest Service Culture Standards are followed. Participates in all necessary training as directed.
• Ensures brand standards are adhered to daily by all team members in the department.
• Interacts positively with team members to foster team spirit and loyalty.
• Seeks opportunities to ensure customer loyalty.
• Prepares team for all Quality Assurance inspections.
• Attends and participates in meetings to ensure the success of the hotel.
• Oversees the monthly departmental meetings for Front Office and Guest Services.

Qualifications

Benefits

HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness, creating value in your most important investment - you! For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal, and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'You Decide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.

Applicants in Massachusetts : It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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