Director Of Front Office Operations

Responsibilities:

• Manage and motivate all front office personnel with the daily supervision to include staffing, training, discipline, scheduling and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.

• Communicate effectively both orally and in writing to provide clear direction to staff.

• Manages front office staff, resolves guest concerns, and implements resolution by using discretion and judgment.

• Develop and implement strategies to ensure the smooth operation of the front office, including check-in and check-out processes, guest services, and reservations.

• Monitor and maintain high levels of guest satisfaction by regularly reviewing and responding to guest feedback.

• Interview, train, supervise, coach front office staff and administers disciplinary procedures, and brand standards.

• Reviews VIP reservations and ensures proper handling of VIP's and groups, administers amenity orders, and resumes for incoming guests.

• Set and achieve performance goals for the front office team, including revenue targets and guest satisfaction metrics.

• Create and maintain a welcoming and customer-centric atmosphere in the front office, ensuring that all guests are greeted and assisted promptly and professionally.

• Oversee the scheduling and staffing of the front office, ensuring adequate coverage at all times and Recruits interviews and trains associates.

• Collaborate with other departments to ensure a seamless and efficient guest experience.

• Manage the front office budget and expenses, identifying and implementing cost-saving measures when necessary.

• Stay up to date on industry trends and best practices and implement new initiatives to enhance the guest experience.

• Monitors special reservation requests handling and oversees rate changes on in-house guests.

• Manages front office staff, resolves guest concerns, and implements resolution by using discretion and judgment.

• Remain calm and alert especially during emergency situations and heavy hotel activity.

• Plans and implements detailed steps by using experienced judgment and discretion.

• Regularly review Front Office/Guest Satisfaction scores to maximize rooms' revenue.

• Facilitate departmental meetings and work in a cooperative and friendly manner with fellow employees.

• Maintain professional attire and personal hygiene.

• Maintain a clean, neat and orderly work area.

• Perform your job according to standard operating procedures.

• Implement management company and hotel's safety and emergency policies and procedures (i.e. Evacuation, first aid, etc.).

• Computes daily payroll, schedules, and other reports.

• Conduct regular performance evaluations for front office associates, providing feedback and coaching for improvement.

• Initiates and implement marketing and up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.

• Ensure compliance with all hotel policies, procedures, and safety standards.

• Develop and maintain relationships with corporate clients and travel agencies to maximize occupancy and revenue.

• Create and maintain reports on front office performance and present them to senior management as needed.

• Frequently serves in role as Manager on Duty.

• Monitors special reservation requests handling and oversees rate changes on in-house guests.

• Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to ensure staffing levels are applicable to the occupancy of the hotel.

• Completes tasks or projects as assigned or as required.

Qualifications:

• Any combination of education and experience, that provides the required knowledge, skills and abilities. College education preferred.

• CPR Certification and/or First Aid Training preferred. Ability to obtain any government required license or certificate.

• Minimum of four to six years of experience as Director of Front Office Operations.

• Additional language ability preferred.

Specific Job Knowledge and Skills:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

• Considerable knowledge of computer systems for registration, reservations and backup systems.

• Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

• Ability to read, write, speak and understand the English language to communicate with guests and employees.

• Thorough organization and supervisory skills proficient in accomplishing the task.

• Ability to develop subordinates to enhance advancement in the hotel and company.

• Ability to analyze complex statistical data and make judgments accordingly.

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts

Other Expectations:

• Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.

• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel. This includes nights, weekends and/or holidays.

• All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

• Employee is always required to take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties.

• Complies with health and safety rules, regulations and procedures to maintain a safe environment.

Working Conditions:

Physical Demands: Sedentary work: Exerting up to 10 pounds of force occasionally (occasionally: activity or condition exists up to 1/3 of the time), and/or a negligible amount of force frequently (Frequently: activity or condition exists from 1/3 to 2/3 of the time), to lift, carry, push, or pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Environmental Conditions:

Inside: Protection from weather conditions but not necessarily from temperature changes. A job is considered "inside" if the worker spends approximately 75 percent or more of the time inside.

• NOTE: While the list of essential duties is intended to be as inclusive as possible, there may be other duties that are essential to the position.

Spire Hospitality is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law Poster, and its supplement are available using the following links: EEOC is the Law Poster (https://www1.eeoc.gov/employers/poster.cfm) and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement (https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf)

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities