Director of Front Office

Front Office Manager

Nestled along the iconic San Antonio River Walk, the luxurious Westin Riverwalk Hotel invites you to join our team and work in a stunning location, steeped in history and culture. Beyond our comprehensive health insurance and employer-matching 401k plans, our associates enjoy a variety of on-site perks, including complimentary meals, free bus passes, and significantly discounted downtown parking. At the heart of our success is our Loves Culture, where we celebrate and recognize the mafic our team members bring to our work environment. We believe in fostering a supportive and inclusive atmosphere where every associate feels valued and appreciated. As a member of the Westin Riverwalk family, you'll also benefit from the Marriott Room Rate Discount program, which offers exclusive room rate discounts at thousands of hotels worldwide, many of which include a 20% discount food and beverages. Ready to be a part of something special? Come join our team and experience the best of what San Antonio has to offer!

Oversees the Front Office / Guest Services Department. This position acts as a liaison to outsource the Front Office Management and all aspects of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.

Essential Duties and Responsibilities

• Communicates effectively in writing and verbally to provide clear direction to staff.
• Observes team member's performance and encourages for improvement.
• Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services staff.
• Oversees all guest and VIP arrival and departure to ensure highest levels of guest service and makes staffing adjustments as required with Front Office Manager.
• Ensures that training programs of Front Office and Guest Services team members are in compliance.
• Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.
• Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.
• Ensure that all guest surveys are responded to timely.
• Oversees the hotel quality assurance meeting focusing on continuous improvement.
• Ensures that all team members use guest name in a natural manner to ensure warm and personalized service according to Guest Service Delivery Standards.
• Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.
• Monitors special reservation requests, including handling rate changes on in-house guests.
• Computes daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.
• Reviews in-house, arrival and departure guests to ensure credit challenges are avoided.
• Assists Finance department to address all credit challenges.
• Develops individual and team agendas focusing on operational efficiency, quality improvement and or financial benefits.
• Plans, presents and implements training modules and supporting components to ensure all front office employees are kept up with latest customer service techniques and tools.
• Monitors training and employee's progresses to ensure Guest Service Culture Standards are followed. Participates in all necessary training as directed.
• Ensures brand standards are adhered to daily by all team members in the department.
• Interacts positively with team members to foster team spirit and loyalty.
• Seeks opportunities to ensure customer loyalty.
• Prepares team for all Quality Assurance inspections.
• Attends and participates in meetings to ensure the success of the hotel.
• Oversees the monthly departmental meetings for Front Office and Guest Services.

Qualifications and Skills

Compensation Tipped / Service Charge Eligible? No Discretionary Performance Bonus Eligible? Yes

Benefits HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.