Director of Front Office

JOB REQUIREMENTS
 

• Required a minimum of 5 years of solid leadership experience in Front Office including Front Desk, Night Audit, PBX, Reservations, Bell staff, and Guest Services.
• Experience working with SMS preferred.
• Previous Condo Hotel luxury experience.
• Experience working with Forbes standards.
• Experience working with I Prefer properties.
• Bi-lingual – Preferably Spanish
• Ability to motivate Front Office employees to continuously upsell.
• Familiar with Front Office/Reservations/Housekeeping/Guest services training techniques.
• Track record training, cross training and developing employees for promotions.
• Verifiable record improving guest service and satisfaction.
• Understand scheduling to optimize financial performance while meeting employee scheduling.
• Track record resolving customer complaints to benefit of guests and the property.
• Assure guest expectations are exceeded through proper employee training.
• Must have experience at properties of similar size and Forbes 4- or 5-Star service rating.

MANAGERIAL REQUIREMENTS:
 

• Clear, concise written and verbal communication skills.
• Ability to sell concepts and ideas to management, peers, and employees.
• Experience making presentations in front of groups.
• Demonstrate team building experience.
• Track record promoting an atmosphere of teamwork.
• Demonstrate ability to lead by example.
• Build morale and spirit.
• Participative management style.
• Use a "hands-on" approach to management.
• Solid career progression up through the rooms division ranks.
• Abilities to inspire, train, and develop people for promotion.
• Experience communicating, training, and managing multi-lingual staff.
• A mentor who has inspired, trained, and developed people for promotion.
• Experience training and cross-training employees.
• Instill a guest service attitude in all employees.
• Experience training and developing employees with limited education/experience.
• Instill a "can-do" attitude in employees.
• Instill a calm, organized approach in all situations.

FINANCIAL AREA REQUIREMENTS

• Ensures that prescribed policies for financial functions are executed.
• Ensures that credit limit reports and bucket checks processes are executed and logged each shift guaranteeing all discrepancies are cleaned prior to the end of the day.
• Ensures all cash and credit handling procedures are followed.
• Direct responsibilities to review and approve daily adjustments for the departments up to the specific limits, and direct significant adjustments to next level for approval.
• Attend the monthly Credit Meetings.
• Immediately report to the Director of Finance / Controller any discrepancies or gross omissions of financial policy.
• Forecasts department operating expenses and monthly upgrade sales goals.
• Forecast labor expenses for all Front Office departments on a weekly and monthly basis.
• Holds department staff accountable for posting all miscellaneous rooms revenues and controlling expenses.

TECHNICAL REQUIREMENTS:

• Excellent time management skills.
• Strong organizational skills.
• Good knowledge of computers.
• Strong customer service orientation and skills.
• Excellent listening skills.
• Exceptional detail in follow-up.
• Strong budgetary, projections, and cost control skills.
• Excellent cost control skills
• Solid scheduling experience.
• Follow/enforce company policies and procedures.
• Resolve problems.
• Assume responsibility/accountability.
• Excellent safety and sanitation skills.
• Understand security requirements.
• Create courteous, friendly, professional work environment.
• Provide overall direction, coordination, and ongoing evaluation of operations.
• Creative problem-solving skills.
• Ability to quickly evaluate alternatives and decide on a plan of action.
• Think creatively.
• Forecasting skills.
• Involved with local community to develop business.

EDUCATION /EXPERIENCE REQUIREMENTS

• Five to seven years progressive Rooms Division management experience in a luxury hotel.
• Four-year degree in hospitality or other business-related field.
• Qualifications must include P&L understanding, good leadership, and people skills.
• Bachelor’s degree in hospitality management from a four-year college or university
• A minimum of 5 years of hotel leadership Front office/Rooms division a must.
• Knowledge of front desk, concierge, housekeeping a must
• International 4 star rated hotel experience preferred.
• Luxury upscale hotel experience a must

OTHER REQUIREMENTS

• Physical demands
  • While performing the duties of this job, the employee is regularly required to stand; walk; use hands and fingers to handle or feel materials, objects, tools, or controls; and reach with hands and arms
  • The employee is occasionally required to climb, balance, stoop, bend, kneel, crouch, or crawl
  • The employee must be able to occasionally lift up to 100 pounds
• Communication
  • Ability to communicate clearly in English
  • Bilingual – preferably Spanish (Read and Write)
  • Ability to provide legible communication
• Computer skills
  • Complete knowledge of P.O.S and manual systems

WORK ENVIRONMENT

The work environment characteristics described here are representative of those that an employee must be able to handle to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform in this environment.

The work environment is varied. Work is performed in both guest contact and non guest contact areas.

Noise level in the work environment is usually moderate except in mechanical areas and when using certain equipment.