Director of Front Office
Director of Front Office
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1 Vacancy
Job Description
Reporting to the Director of Rooms the Director of Front Office is responsible for meeting & exceeding the needs of our three constituents: Colleagues Owners and Guests through the smooth and efficient operation and profitability of the Front Office and related departments.
RESPONSIBILITIES:
- Oversee operations of the following departments: Guest Reception Royal Service (PBX) VIP Services/Rooms Controller Concierge Guest Experience and Guest Services.
- Establish and maintain a good working relationship between the hotel and local community affairs.
- Maintain standards of conduct and appearance as outlined in hotel policies.
- Participate in communication meetings within all related departments to front office
- Adhere to the code of business conduct
- Ensure managers from the Front Office have adequate training and career development to ensure solid succession planning
- Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction
- Oversee hiring training and performance management of all Front Office Colleagues
- Ensure all guest comments and complaints relating to the Front Office departments are responded to and properly followed-up per company policy
- Ensure operational budget for all Front Office departments is adhered to and all operating and labor costs are controlled
- Ensure that Revenue Management policies and procedures are understood and put into practice by all Guest Reception staff
- Ensure the safety and well being of all guests and co-workers by having a working knowledge of crisis and emergency procedures
- Lead Front Office Departments to maintain a superior level of guest satisfaction using Forbes Travel Guide and LQA standards.
- Lead Front Office Departments to maintain superior colleague engagement as measured in the annual Employee Opinion Survey.
- Must be able to present to and effectively communicate with large audiences
- Assist with the preparation of the annual budget and ongoing forecasts to ensure accurate revenue expense productivity and efficiency levels
- Develop performance goals with action plans that will ensure continuous improvement in all areas of service
- Ensure Talent & Culture policies and Collective Bargaining Agreement requirements are followed and appropriate forms are completed in a timely manner for payroll deadlines
- Ensure proper follow up and resolution of all outstanding issues in a timely manner
Compensation: $110000 - $115000 per annum plus bonus
Qualifications :
- Bachelors Degree or 4 yrs combined of Front Office experience in a senior leadership role.
- Superior communication verbal and writing skills.
- Impeccable grooming standards
- Excellent Guest Service skills
- Strong time-management skills
- Must be able to meet deadlines on time with accuracy
- Able to speak an additional language is a bonus
- Must have Hands on approach in leading a team
- Must have flexible work schedule as business dictates needs.
- Excellent at building relationships with all departments.
- Union Experience preferred
- Strong decision maker
- Not a desk job must be present on the floor
Additional Information :
All your information will be kept confidential according to EEO guidelines.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
