What are the responsibilities and job description for the Director of Front Office position at El Roblar Investment Property Manager LLC?
The Hotel El Roblar, a new hotel located in the heart of Downtown Ojai, is building a team of motivated leaders who are enthusiastic about creating an elevated service experience at an intimate 50 room property.
We are looking for somebody to help set up and create an environment and build a team. The essential function of the Director of Front Office, is to lead our opening front office operations and build out a great team.
JOB DESCRIPTION
Principle duties and responsibilities include:
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Lead and manage all aspects of the Front Office, PBX, Reservations, Bell Departments and ensuring all service standards are followed and guest expectations are exceeded.
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Develop, implement, and oversee all Front Office procedures and ensure that they are adhered to by all front of house employees.
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Drive guest retention efforts wherever possible, including repeat guest recognition.
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Maintain oversight of guest feedback and timely follow-up.
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Dictate and manage recovery efforts as necessary, ensuring best possible resolution for the guest while keeping the hotel’s integrity and best interests in mind at all times.
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Assist in creating departmental budgets annually.
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Responsible for the departmental budgets and payroll.
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Ensure communication within all departments to ensure all guest concerns are addressed and rectified quickly, and the highest level of service is delivered at all times.
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Responsible for maintaining inventory pars.
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Foster a culture of learning and excellence through ongoing training and professional growth opportunities.
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Utilize and collaborate with resources across different departments capable of influencing peer groups to perform to their highest standard and establishing a trusting environment to enrich the culture.
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Additional duties as assigned by the Managing Director.
Working knowledge of:
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Front office operations, including Hotel PMS systems, reputation management systems, and guest ticketing. Working knowledge of Opera Cloud, Alice, Revenate a plus.
Additional Qualifications and Skills:
A candidate for this position must possess the following applicable knowledge, skills and abilities and be able to demonstrate and provide applicable examples to support their competencies therein.
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High school diploma or equivalent required; college degree preferred.
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Minimum of 5 years previous hotel leadership experience required. Prior experience in a full-service luxury or boutique environment required. Two years in a leadership role.
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Prior experience in Front Office Management required.
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Must be able to communicate professionally in English, both written and verbal. Conversational abilities in other languages helpful.
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Must possess a professional presentation.
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Strong interpersonal and problem-solving skills in a fast-paced environment.
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Highly responsible and reliable.
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Ability to focus attention on guest needs, remaining calm and courteous at all times.
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Ability to work flexible hours, including nights, weekends, and holidays as needed.
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Strong financial acumen and experience a plus.
Physical Requirements:
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Must be able to make periodical fast paced movements are required to go from one part of the property to others.
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Must be able to stand, walk, lift, and bend for long periods of time.
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Must be able to access all areas of the property across varied terrain and footing.
