Description

Role Responsibilities

Ownership of Front Office operations. Support of the hotel's continuing effort to deliver outstanding guest service and financial profitability.

Lead all Front Office operations including, but not limited to: strategic planning, daily arrival list, service recovery and problem resolution, training of new hires, and evaluating, coaching, recognizing/rewarding within the Front Office team.

Foster a team-minded and supportive culture. Ensure colleagues understand and comply with all standards and operating procedures. Facilitate performance evaluations, resolve problems, provide clear and transparent communication. Recommend discipline and/or termination when appropriate.

Oversee service quality, operational efficiency, guest satisfaction, financial measurement productivity and efficiency gaps while implementing measures to correct those deficiencies.

Work closely with the Director of Rooms in establishing and monitoring policies and guidelines in the day-to-day operation of the hotel to ensure profitability and consistency. Coach team to maximize profits in the Front Desk space.

Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests as needed. Plan and implement detailed steps or problem resolutions using experienced judgment.

Actively participate in room revenue and occupancy planning and execution, working closely with other departments on group room requirements. Ensure colleagues are informed of daily functions and group requirements.

Prepare forecast expenses and actual results for the Front Office Division with revenue and expenses. Review daily logs for significant incidents, and coordinate with department heads all enforcement of policy and/or improvements in service needed.

Plan, organize, chair, attend and/or participate in various hotel meetings

Establishes close working relationships with other departments to ensure cohesive operation.

Maintain regular attendance in compliance with hotel needs. Attend all hotel required meetings and trainings.

Encourages a team minded culture.

Skills

Strong interpersonal skills and leadership experience.

Approaches all encounters with guests and colleagues in an attentive, friendly, courteous, and service-oriented manner.

Proactive approach to problem resolution, including: anticipating, preventing, identifying, and solving issues as needed. Contribute to short term and long-term problem solving.

Outstanding communication skills.

Multitasks and prioritizes department functions to achieve maximum efficiency and effectiveness.

Must be able to maintain confidentiality of sensitive guest and colleague information.

Understanding of Microsoft Office (Excel, Word, Email), Opera Cloud

Equal Opportunity Employer

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