Director Of Front Office

Job Description

Job Description

The Delta Hotels Orlando Celebration is hiring a Director or Front Office. This is an amazing opportunity for a rooms savvy leader to come in and lead the rooms division of your newly renovated hotel.

Responsibilities :

As a Director of Front Office, you would be responsible for directing and administering of all Front Office operations in the hotel's continuing effort to deliver outstanding guest service and financial profitability. Provides assistance with rooms' financial reporting as needed and provides directional support and guidance to the property Guest Loyalty Manager. This position directly supervises all front office personnel and ensures proper completion of all front office duties. Directs and coordinates the activities of the front desk, night audit, PBX, and transportations. Prepare daily, weekly, and monthly reports and budget for the front office department. Days and hours of work will be determined based on the business needs of the company. Weekend coverage evenings will be required.

• Approach all encounters with guests and associates in a friendly, service-oriented manner.
• Maintain regular attendance in compliance with hotel standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working (per brand standards).
• Comply at all times with hotel policies, standards, and regulations to encourage safe and efficient hotel operations.
• Directs and administers all Front Office operations to include, but not limited to, guest service and registration (check-in / check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls and overall profitability, brand marketing initiatives developed by the revenue team, systems use and management, budgeting and forecasting, department management.
• Monitors and develops associate performance to include, but not limited to, providing supervision and professional development, scheduling, conducting counseling and evaluations, and delivering recognition and reward.
• Initiates and implement marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Monitors and assesses service and satisfaction trends, evaluate and address issues, and make improvements accordingly.
• Ensures associates have current knowledge of hotel products, services, facilities, events, pricing, and policies and knowledge of the local area and events.
• Trains, cross–trains, re-trains all front office personnel.
• Participates in the selection of front office personnel.
• Prepare employee schedules according to business forecast, payroll budget guidelines, and productivity requirements.
• Present the Wage Progress Report to the General Manager weekly.
• Supervises workload during shifts.
• Evaluates the job performance of each front office employee.
• Maintains working relationships and communicates with all departments.
• Maintains master key control.
• Verifies that accurate room status information is maintained properly communicated.
• Respond to all guest requests, problems, complaints, and / or accidents presented at the Front Desk or through Reservations in an attentive, courteous, and efficient manner. Follow up to ensure guest satisfaction.
• Resolves guest problems quickly, efficiently, and courteously.
• Updates group information. Maintains, Monitors, and prepares group requirements for both meetings. Relays information to appropriate personnel.
• Reviews complete credit limit report and balances all accounts.
• Works within the allocated budget for the front office.
• Receives information from the previous shift manager and passes on pertinent details to the oncoming manager.
• Checks cashiers in and out and verifies bank deposits at the end of each shift.
• Enforces all cash-handling, check-cashing, and credit policies.
• Conducts regularly scheduled meetings of front office personnel.
• Wears the proper uniform at all times. Requires all front office employees to wear proper uniforms at all times.
• Upholds the hotel's commitment to hospitality and brand commitment to reward standards and respond to all customer evaluations.
• Maximize room revenue occupancy by reviewing status daily. Analyze rate variance, monitor credit report maintain close observation of daily house count. Monitor the selling status of the house daily. i.e. flash report, allowance etc.
• Monitor high balance guest take appropriate action.
• Ensure implementation of all hotel policies and house rules.

Qualifications :

About Company

Discover relaxation with a touch of enchantment at Delta Hotels Celebration Orlando. Located near the quaint town of Celebration, FL just one mile away from Walt Disney World, our resort spans 20 acres of vibrant tropical gardens and sits conveniently close to major theme parks and ESPN Wide World of Sports. Explore with ease offering complimentary shuttle services to Walt Disney World and Universal Studios.