The Director of Front Office functions as a Business Leader for the hotel with a 'hands-on' approach. The position has responsibility for all aspects of Rooms Operations including guest and associate satisfaction. The DOFO assists the Hotel Manager/ General Manager in leading the development and implementation of hotel-wide strategy initiatives. Position works with direct reports (department heads) to develop and implement departmental strategies and ensures implementation of the service strategy and company initiatives. The position ensures Rooms Operations meet the company standards, targets customer needs, ensures associate satisfaction, focuses on growing revenues and maximizes the financial performance of all departments.
* Must have a minimum of 3 years hotel front office management experience * Motivates team to achieve operational excellence; encourages calculated risk-taking. * Assists the Hotel Manager/ General Manager in researching and analyzing new products, pricing and services of competition. * Conducts walk-through to confirm the building is well maintained and guest areas have an atmosphere that meets or exceeds expectations. * Works with the General Manager to ensure all shifts are covered by the appropriate management or supervisors. * Conducts quarterly Rooms Operations audits in accordance with SOPs to ensure the Rooms Operations budget meets targets. Reviews results with the General Manager and takes corrective action as necessary. * Works with the General Manager to develop a schedule that guarantees one of them will be on property during peak times. * Fosters associate commitment to providing excellent service, hosts/participates in daily stand-up meetings and models desired service behaviors in all interactions with guests and associates. * Demonstrates and communicates key drivers of guest satisfaction for the brand's target customer. * Attends pre- and post-convention meetings to establish relationship with customer, understand group needs, and set and manage expectations. * Incorporates guest satisfaction as a component of staff/operations meetings. * Hires department managers who demonstrate strong functional expertise, creativity and entrepreneurial leadership. * Sets goals and expectations for direct reports using the annual performance review process and holds staff accountable for successful performance. Coaches team by providing specific feedback to improve performance. * Assists in coordinating the development and communication of emergency procedures.
Celebrates successes and publicly recognizes the contributions of associates
Associated topics: administrative assistant, administrative coordinator, administrative officer, administrative staff, assist, assistant, beverage, document, operations director, support
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.