What are the responsibilities and job description for the Director of Front Office position at Rosewood Mansion on Turtle Creek?
OVERVIEW/BASIC FUNCTION: Directs and supports the Rooms front of the house operation, including Front office, Concierge, bell staff, valet, and switchboard operations. As a division head, directs and works with managers and associates to successfully execute all front of the house operations and strives to continually enhance and exceed guest and associate satisfaction. RESPONSIBILITIES: Leading Front of the House Team • Creates solid SOPs and training manuals for the room’s operation team. Successful implementation and configuration of all programs and rooms related systems. Serves as a quality champion and embraces the Rosewood culture. • Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity and leads by example. • Serves as a role model to demonstrate appropriate behaviours. Hands on Leadership style. • Supervises and leads associates. Manages all day-to-day operations. Understands associates positions well enough to perform duties in leader or associate absence. • Establishes and maintains open, collaborative relationships with the team and ensures the team do the same. • Ensures recognition of associates is taking place across areas of responsibility. • Communicates timely performance expectations in accordance with job descriptions for each position and monitor’s progress. • Celebrates successes and publicly recognizes the contributions of team members. • Achieves and exceeds goals including performance goals, budget goals, team goals, etc. • Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers daily. • Develops specific goals and plans to prioritize, organize, and accomplish your work. • Keeps team focused on the critical components of operations to drive guest satisfaction and the desired financial results. • Conducts daily briefings and monthly department meetings. Embraces a clear and consistent communication regarding hotel strategies, goals and desired results. • Reviews staffing levels to ensure that operational needs and financial objectives are met. • Understands the impact of the Rooms operations in overall property financial and performance goals. • Manages department controllable expenses to achieve or exceed budgeted goals. Managing Projects and Policies. • Ensures compliance with all Rooms policies, standards and procedures. • Ensures property policies are administered fairly and consistently; disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process. Ensuring Exceptional Customer Service • Provides services that are above and beyond for customer satisfaction and expectations. Must be well trained in Forbes 5 star and LQA standards and has natural talent in training people. • Improves service by communicating and assisting individuals to understand guest wishes to anticipate and personalize stay, providing supporting guidance, genuine feedback, and provided individual coaching when needed. • Acts as role model in the Front of the House and creates an inspiring and positive atmosphere for guest relations. Presence in lobby and front of the house most of the time is expected. • Empowers associates and to provide excellent customer service. • Engages daily with guests, reviews daily with team guest satisfaction results and other data to identify areas of improvement. • Supports team actively and follow ups personally in case of guest complaints. • Observes behaviours of associates by ensuring diversity and inclusion is all times respected. Other Standard Responsibilities • Complies with the company policies. • Works within all pre-set budgetary limits. • Takes on other tasks in addition of the ones stated, in a reasonable framework. • Develops and updates policies and manuals, as related to the division/department, for implementation in the field, while ensuring compliance to the same for consistency across the group. • Actively participates in and leads recruitment and talent development for the division/department, to meet both current and future needs. • Is a “brand ambassador” at all times and ensures brand integrity and clarity are always maintained. • Models the company’s culture, vision, mission, and core values. Others • While this job description is intended to be an accurate reflection of the duties involved in this position, the company reserves the right to add, remove or alter duties when business need dictates. Required Skills – • Must be able to perform job functions with attention to detail, speed and accuracy • Prioritize, organize and follow-up • Be a clear thinker, remaining calm and resolving problems using good judgement • Follow directions thoroughly • Understand a guest’s service needs • Work cohesively with co-workers as part of a team • Work with minimal supervision • Maintain confidentiality of guest information and pertinent hotel data • Required to speak, read and write English, with fluency in other languages preferred • Must be able to exert physical effort in transporting 20 pounds, endure various physical movements throughout the work areas, reach up and down, remain stationary at times throughout work periods, and satisfactorily communicate with guests and co-workers to their understanding Qualifications – • Bachelor’s degree in hospitality • Hotel management, business or relevant field of work, or an equivalent combination of education and/or work-related experience Experience – • Minimum five years hotel experience with two years management experience. • Luxury or ultra-luxury experience is preferred.
