Director of Front Office

Responsible for the management of all aspects of the Front Office functions (Front Desk and Call Center), in accordance with Terranea standards, AAA and Forbes Travel Guide Standards. Directs, implements and maintains a service and leadership culture which encourages both associate and guests to seek moments to be extraordinary.

Responsibilities

• Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
• Maintain complete knowledge of all Forbes Travel Guide 5-Star Standards.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
• Maintain positive guest relations at all times.
• Resolve guest complaints, ensuring guest’s complete satisfaction.
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
• Maintain complete knowledge at all times of:
• All hotel features/services, hours of operation.
• All room types, numbers, layout, decor, appointments and location.
• All room rates, special packages and promotions.
• Daily house count and expected arrivals/departures.
• Room availability status for any given day.
• Scheduled in-house group activities, locations and times.
• All hotel and departmental policies and procedures.
• Access all functions of the computer system.
• Answer department telephone within first ring, using correct greeting and telephone etiquette.
• Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
• Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable on such.
• Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
• Monitor expenses (office supplies, operating supplies, uniforms). Track actuals against budget.
• Approve and adjust weekly work schedules (Front Desk and Call Center) in accordance with staffing guidelines and labor forecasts.
• Ensure that associates report to work as scheduled. Document any late or absent employees.
• Coordinate breaks for associates.
• Assign work duties to associates.
• Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
• Inspect grooming and attire of associates; rectify any deficiencies.
• Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
• Constantly monitor associates performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk Agents, Bell Persons, Lobby Ambassador, Call Center Agents and Experience Concierges.
• Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently; advoiding congestion in the Hotel Lobby.
• Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
• Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
• Monitor guest mail and ensure that it is processed according to procedures.
• Monitor and ensure that express check-outs are processed through the system.
• Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
• Assist associates with their job functions to ensure optimum service to guests.
• Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
• Assist guests with reports of lost/stolen articles, following hotel policy.
• Adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations.
• Contact newly registered guests 10 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
• Ensure security of guest room access.
• Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:
• Contracted banks
• Shortages/overages
• Late charges
• Petty cash/paid outs
• Adjustments
• Posting charges
• Making change for guests
• Cashing personal/travelers checks
• Payment methods/processing
• Settling accounts
• Closing reports
• Cashier reports
• Balancing receipts
• Dropping receipts
• Securing banks
• Review previous night's no-shows, verify and ensure billing of such.
• Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
• Assist associates with expediting problem payments.
• Anticipate sold-out situations and know how many rooms are overbooked. Handle overbooked or “walked” guests.
• Audit surrounding area hotels daily for status of rooms, rates, discount rates and packages. Maintain current list of available locations for walk situations.
• Anticipate low occupancy periods and coordinate blocking of rooms with Executive Housekeeper to maximize labor costs, deep cleaning and maintenance of rooms.
• Review the arrival report for accuracy and completeness; rectify any deficiencies with respective personnel.
• Ensure that all VIPs are pre-registered according to standards. Monitor VIP arrivals; greet and escort them to their room.
• Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
• Print special requests report and block according to specifications.
• Balance room types daily.
• Print credit check report and review status of each account. Follow up on accounts beyond approved credit limits.
• Review resumes for arriving groups; organize and coordinate master accounts and check-in/pre-registration of VIPs/Planners.
• Review requests for late check-outs and approve according to occupancy. Communicate this information to Housekeeping and all necessary associates.
• Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
• Ensure all closing duties for associates are completed before staff clock out.
• Ensure training checklists and new hire on-boarding materials are updated and adhered to by the appropriate leader.
• Conduct ongoing training with existing associates both at line-up and in a formal setting.
• Provide feedback to Associates on their performance. Handle disciplinary problems and counsel employees.
• Foster and promote a cooperative working climate, maximizing productivity and associate morale and engagement.
• Prepare and submit daily/weekly payroll records.
• Complete work orders for maintenance repairs and submit via HOTSOS. Contact Engineering Leadership directly for urgent repairs.
• Review status of assignments and any follow-up action with on-coming Manager on Duty.
  
  

Additional Duties & Responsibilities:

• Complete and direct scheduled inventories (department collateral, office supplies, etc.).
• Prepare weekly forecast of revenues and labor costs.
• Conduct quarterly departmental meetings.
• Conduct weekly one-on-one with Front Office leadership
• Attend designated meetings (daily line-up, weekly resume and labor meetings, etc.)
• Interview all Front Office final applicants.
• Assist the Director of Rooms with preparation of annual forecasts and rooms budget.
• Assist in strategizing control of room inventory to maximize revenues.
• Follow up on assignments given by Director of Rooms
  
  

Qualifications

• Ability to communicate, both verbally and written, effectively with guests, vendors and co-workers.
• Strong organization, motivation, and interpersonal skills.
• Critical thinking, problem solving, judgement and decision making abilities.
• Strong verbal and written communication skills. Fluent in multiple languages is highly preferred.
• Detailed oriented and strong organizational and multi-tasking skills.
• Ability to effectively cope with change, handle risk and uncertainty comfortably, ability to shift gears at a moment’s notice while being composed under pressure. Does not show frustration when dealing with upset guests or associates.
• Relates to all types of people – up, down, and sideways, inside and out the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can defuse even high-tension situations comfortably.
• Genuinely cares about people, demonstrates real empathy and the joys and pains of others.
• Professional and appropriate business appearance and demeanor aligned with the Terranea brand, culture and grooming policy.
• Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, associates may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.
  
  

Experience, Education, & Licensure:

• High school diploma or equivalent
• Completion of College Level courses with concentration in Business or Hospitality is strongly desirable.
• Five (5) or more years’ experience as a manager or director in the Hospitality Industry; preferably in a luxury 4 or 5 star/diamond hotel or resort.
• Thorough knowledge of all Forbes Travel Guide 5-Star Standards.
• Certification in CPR highly preferred
  
  

Compensation

Base Pay Start Rate: $90,000 - $110,000/Yr.

We offer a competitive benefit package for full-time, regular team members that includes: group medical, dental, vision, life, disability benefits, and an employee assistance program. We have paid time off/sick time and are proud to offer participation in a 401(k) plan with a company match!

We also offer great perks such as, Team Member Rates at CoralTree properties, Complimentary Room Night Program for both you and your immediate family members, complimentary monthly golf, discounts at our retail, spa, and dining outlets.

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