Director of Front Office

Position Summary:

The Director of Front Office at The Seagate Hotel is responsible for overseeing all daily operations of the Front Office, ensuring that service is delivered in a friendly, efficient, and courteous manner. This role involves recruiting, hiring, and training a customer service-oriented team, enhancing guest satisfaction, and optimizing room revenue and occupancy. The Director will manage guest services, room inventory, and staff performance to uphold the hotel's high standards of quality and profitability.

Responsibilities:

Guest Services and Operations Management

• Oversee all Front Office operations, including guest registration (check-in/check-out), room inventory management, and adherence to guest service standards and initiatives.
• Manage daily operations of the Front Office and Rooms Control, ensuring smooth and efficient service delivery.
• Anticipate and respond promptly to guests’ needs, maintaining a high level of attentiveness at all times.
• Perform additional duties and special projects as assigned.

VIP Handling

• Provide personalized service and special attention to VIP guests, ensuring their expectations are consistently exceeded.
• Coordinate VIP arrival and departure experiences to guarantee seamless service.

Team Leadership and Training

• Train, staff, and counsel team members to ensure maximum guest satisfaction and adherence to service standards.
• Conduct pre-shift meetings with staff, clearly communicating key information, daily objectives, and updates to ensure alignment and preparedness.
• Ensure team members are knowledgeable about hotel products, services, facilities, pricing, and local events.

Policy and Procedure Implementation

• Supervise the implementation and enforcement of hotel policies and procedures.
• Develop and implement operating procedures and standards to enhance service quality.

Revenue and Financial Management

• Maximize room revenue and profitability by managing room inventory and implementing effective revenue strategies.
• Monitor and control room inventory, front office systems, supplies, and departmental budget to ensure financial goals are met.

Hotel-Wide Morning Meeting Coordination

• Structure and lead hotel-wide morning meetings, focusing on key performance metrics, operational updates, and cross-departmental communication.

Technical and Analytical Expertise

• Utilize the hotel computer system for training, maintenance, and troubleshooting.
• Analyze business performance regularly and take actions to improve results.

Relationship Management

• Build and maintain strong relationships with guests to foster loyalty and repeat business.

Qualifications:

• Proficiency in English, including speaking, reading, writing, and understanding.
• Professional demeanor suitable for a luxury hotel environment.
• Comprehensive knowledge of front office operations, concepts, practices, and procedures.
• Strong organizational and problem-solving skills.
• Effective leadership, supervisory, and management abilities.
• Experience with budgeting and analytical tasks.
• Ability to perform well under pressure and manage challenges professionally.
• Excellent communication skills with the ability to establish and maintain effective working relationships with guests, management, and staff.

Physical Requirements/Other:

• Ability to stand, walk, and sit for extended periods.
• Capability to bend, stoop, crouch, and use hands to reach, grasp, handle, pull, and push.
• Good near and far vision.
• Ability to hear, talk, and detect odors.
• Tolerance for varying conditions of noise level, temperature, illumination, and air quality.