Director Of Front Office

Perched on its own 15-acre peninsula, Loews Coronado Bay Resort is a private oasis of tranquility near San Diego. This Coronado hotel offers views of the shimmering bay waters and the San Diego skyline. Welcome to Coronado's Secluded Water Escape.

We are seeking a Director of Front Office to direct and supervise the operational activities of the front office & guest services teams to the appropriate levels of service and quality as defined by Loews Hotels. The Director of Front Office will ensure the guest service team is exceeding expectations for telecom, front desk and concierge services as desired by the guest. Overall responsibilities include room type management, training, team relations, communication, cash handling, day to day supervision in partnership with the front office leadership.

Essential Functions and Responsibilities

• Oversees daily agent activities at the Front Desk and ensures all Team Members are adhering to the company standards.

• Interacts with the guest and handles guest requests and issues

• Provides a four diamond and more experience by focusing on exceeding guest expectations.

• Supports the Front Desk Agents by providing constant feedback and training.

• Understands the needs and wants of the customers in our market, improves processes by listening to the team and customers.

• Responsible for controlling the inventory levels of supplies

• Coordinates the quality, efficiency, and safe operations of the Front Office department.

• Ensures safe and efficient flow of traffic of arriving and departing guests.

• Reviews occupancy flow patterns as well as Guest Services logs and applicable computer reports to ensure proper department coverage and an outstanding level of service.

• Uses Opera on a daily basis to ensure correct reservations, assist with VIP reservations, and balancing the house when needed

• Oversees daily agent activities at the Front Desk and ensures all Team Members are adhering to the company standards.

• Interacts with the guest and handles all guest requests.

• Supports the Front Desk Agents, Concierge, Bell, and Door teams by providing constant feedback and training.

• Understands the needs and wants of the customers in our market, improves processes by listening to the team and customers.

• Maintains open lines communication with other departments

• Interacts frequently with guests to ensure satisfaction with services and to resolve issues

• Attends all required meetings

• Oversees supervision of Team Members and work assignments to maximize performance and ensure all Team Members perform in a friendly professional manner at all times

• Conducts regularly scheduled meetings and training as required for department

• Ensures that all requests are handled promptly, accurately, and with utmost courtesy by Team Members

• Ensures daily payroll report/records are accurate and managed, maintaining labor costs within forecasted budgetary guidelines

• Ensures that all daily and group reports are distributed to appropriate parties to include VIP arrivals, No show reports, and hotel guides

Qualifications

• Minimum two to three years front office management experience

• Knowledge of hotel operations

• Excellent and demonstrated communication skills: written and verbal

• Outstanding and proven guest service skills

• Organizational skills and ability to strategically plan

• Ability to work weekends, evenings, holidays as necessary, required

• Experience with hotel property management systems. Opera preferred.

• A Bachelors degree in hospitality management and/or business is preferred but not required

• Preferred experience in a group-oriented hotel

• Prior experience in a large hotel or resort property, preferably 400 rooms+ strongly encouraged

• Strong ability to lead and influence teams, particularly in a union environment

Salary range for this position, based on experience, is $76,000.00 to $95,000.00.