What are the responsibilities and job description for the Director of Front Office position at HM Alpha Hotels & Resorts?
Division Westin La Paloma Resort & Spa
Description
The Director of Front Office will ensure the delivery of exceptional guest service by overseeing key operational areas such as front office, reservations, guest registration, bell services, concierge, telephone services, and guest accounting, while maintaining high operational standards and maximizing hotel profitability.
Responsibilities
Successful completion of a background check is required prior to employment.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
Description
The Director of Front Office will ensure the delivery of exceptional guest service by overseeing key operational areas such as front office, reservations, guest registration, bell services, concierge, telephone services, and guest accounting, while maintaining high operational standards and maximizing hotel profitability.
Responsibilities
- Supervise/ lead Front Desk and departments supporting front desk as listed.
- Leadership duties to include: hiring, terminating, performance evaluations, training, and development. Schedule staff according to labor standards and forecasted occupancy.
- Maintain department daily/weekly Payroll.
- Maintain standards of guest service quality.
- Contribute to the profitability and guest satisfaction perception of other hotel departments.
- Increase level of guest satisfaction by delivery of an improved product through associate development, job engineering and quality image.
- Achieve budgeted revenues and expenses and maximizes profitability related to the guest services department.
- Develop short term and long term financial and operational plans for the guest service department which relate to the overall objectives of the hotel.
- Participate in the preparation of the annual hotel budget.
- Manage the reservation function to maintain highest possible room occupancy and average daily rate through suggestive selling by employees.
- Manage the upsell program for optimized revenue.
- Maintain procedures for credit control and handling of financial transactions, security of monies, guest security and emergency procedures.
- Receive departmental related guest complaints and ensures corrective action is taken.
- Ensure staff uses guest interaction skills.
- Reward employees who meet/exceed guest expectations.
- Bachelor's Degree in Management, Hotel Administration, Business or related field
- Minimum 1 year experience on night audit, 2 years' experience in front desk operations, OR, an equivalent combination of education and experience.
Successful completion of a background check is required prior to employment.
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
