Director of Front Office

SUMMARY: 

The primary purpose of this position is to oversee the strategic vision, plus day to day operations and efficiency of the Front Office Managers, Front Office, Systems, Front Desk(s), Resort Services, Condominium Rental and PBX ensuring guest satisfaction, repeat business and maximizing revenues.  Should also be a team player and foster the same attitude with Employees by leadership and example.

EDUCATION and/or EXPERIENCE:

Bachelor’s degree required and a minimum of five years related experience; or an equivalent combination of education and experience. Hospitality experience to include four years front office experience and a minimum of two years of supervisory management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• This position involves driving a company vehicle and/or company insured vehicle.  A valid driver’s license is required, along with successful completion of a pre-employment Motor Vehicle Report (MVR) and annual MVRs, according to company guidelines.  Follow safe, defensive driving practices at all times, obey all traffic laws, regulations, signals and markings, use a seat belt, and follow Company policies and procedures, including the Substance Abuse Policy. Never drive while under the influence of drugs, alcohol or medications that may impair your ability to operate a vehicle safely, report any accidents immediately and cooperate fully with insurance claims investigations.
• Lead the strategic vision and oversite to elevate Front Office operations and software systems.
• Oversee four Front Office Managers and Front Office Team.
• Ensure that the departments within the scope of responsibility adhere to Pinehurst Resort and Country Club policies and procedures.
• Assume the other authorities pertaining to the areas of responsibilities as delegated by the Director of Hotel Operations.
• Maintain selection, staffing, training, supervision, grooming and conduct standards of person within area of responsibility. 
• Ensure all are in appropriate uniform and attire for their scheduled shift.
• Assist in development and implementation of special projects, promotions and package configuration.
• Respond to any and all guest concerns immediately whenever possible before the guest leaves Pinehurst Resort and Country Club.
• Ensure guest billing questions are addressed and resolved as quickly as possible.
• Develop personnel within the area of responsibility.
• Supervise, guide, schedule, evaluate, discipline and terminate all staff in areas of responsibility when necessary.
• Implement and continually administer all aspects of the Front Office training program to include full documentation.
• Periodically inventory and reevaluate all supplies and equipment in the Front Office area.
• Comply with Pinehurst purchase contracts for office supplies and equipment.
• Periodically review and update labor standards.
• Assist with maintaining the Visual One and Agilysys systems and other interfaced systems to ensure a seamless guest experience and minimal system maintenance expense.
• Submit weekly labor analysis to Director of Hotel Operations.
• Conduct meetings with all staff on a regular basis to include frequent service line ups and documentation.
• Maintain an "open door" communication for Employees.
• Ensure that all security policies and procedures are observed in areas under his/her responsibility as with computer security, key and lock security, and safety deposit boxes.
• Monitor the integrity of the Night Audit Daily Report.
• Maintain, revise and implement service standards for the Front Office.
• Incorporate ideas, suggestions and improvements with the Director of Hotel Operations.
• Attendance at all regularly scheduled meetings, pre-convention meetings and special event meetings as needed.
• Establish guest relations by being familiar with all resort outlets and special events and by interacting with the guests and members on a regular basis.
• Assist in maintaining an effective forecasting system for the Resort.

SUPERVISORY RESPONSIBILITIES:

Manages various subordinate supervisors who supervise various employees in the Front Desk, Resort Services, PBX and Condo Rental departments.  Is responsible for the overall direction, coordination, and evaluation of this unit.  Also directly supervises various non-supervisory employees.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is occasionally required to stand, walk, sit, and talk or hear.  The employee must occasionally lift and/or move up to 25 pounds. 

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.