What are the responsibilities and job description for the Director of Front Office position at PCH Hotels & Resorts Inc.?
At Battle House Hotel and Spa we pride ourselves on delivering unparalleled service in a stunning environment. Our hotel is full of charm, luxury, and modern amenities, offering our guests an unforgettable experience. We are seeking dynamic and results-driven candidates to join our team to deliver outstanding service to our guest.
Why Join Us? This is your opportunity to be part of a prestigious property within the Marriott family, where you can make a significant impact. We offer a collaborative work environment, opportunities for growth, and the chance to work with a passionate team dedicated to creating memorable experiences for our guests.
As a part of the PCH Hotels & Resorts portfolio, we offer a robust compensation and benefits package, including:
- Health, Dental, Vision and Life Insurance including FSA and HSA options
- Short and Long-Term Disability
- Paid holidays, Vacations, PTO and Sick Leave.
- 401k with matching
- Tuition Reimbursement
- Hotel and Food and Beverage Discounts
And much more!
Job Description:
As a member of our hospitality team, the primary responsibility of a Director of Front Office is to provide strategic leadership and management to the overall operations of the Front Desk, Bell Staff, Switchboard Operations, Concierge/Guest Services, and Gift Shop Retail Services. This role ensures guest satisfaction while maximizing the department's financial performance by keeping associates focused on operational priorities, maintaining compliance, analyzing challenges and implementing solutions, and conducting effective communication and training sessions. This role plays a crucial part in fostering a positive and productive work environment, providing guidance and support to the F&B associates, and actively engaging with guests to seek opportunities for enhancement.
- Provide guidance to the Front Office team, directing their focus on critical operational components to drive guest satisfaction and financial success.
- Demonstrate expertise in all Front Office roles, readily stepping in to support the team, and maintaining a hands-on approach.
- Enforce strict adherence to Front Office policies, standards, and procedures, upholding a consistent level of service excellence.
- Effectively communicate maintenance and operating procedures for departmental equipment, ensuring staff's full understanding.
- Conduct regular department meetings to foster effective communication and align the team with Front Office goals.
- Cultivate a guest-centric atmosphere throughout all Front Office areas, ensuring memorable experiences for every guest.
- Provide comprehensive training in night audit procedures and reports to ensure accurate and efficient operations.
- Serve as a Service Champion, actively fostering positive guest relations and empowering the team to deliver exceptional service.
- Engage regularly with guests to obtain feedback and promptly address concerns to ensure their utmost satisfaction.
- Utilize guest satisfaction data to identify areas for improvement and implement effective corrective actions, while also recognizing repeat guests and resolving issues promptly.
- Maintain regular communication to convey business objectives, recognize outstanding performance, and achieve desired results.
- Manage same-day selling procedures and rate verification processes to optimize revenue opportunities.
- Manage Front Office areas within budget constraints and scheduling according to business demands.
- Participate in the budgeting process for the Front Office, providing valuable insights to align with overall hotel goals.
