Director of Front Office

Director Of Front Office

The Director of Front Office will work closely with the Rooms Director and other Assistant Front Office Managers and supervisors to oversee the Front Desk staff, ensuring maximum Front Office operating efficiency. Managing, and problem solving associate and guest issues while remaining professional at all times.

Responsibilities

• Ensure registration cards are completed.
• Collaborate closely with sales and Convention Services teams to ensure group reservations are accurate and group requests are met, making adjustments as needed.
• Partner with the Food and Beverage department to oversee all aspects of our Club 14 operations.
• Lead guest engagement meetings and ensure timely follow-up on guest concerns, delivering effective resolutions.
• Ensure all needed reports are run.
• Continued training done with all associates. Ensure MOS& POE program is consistent.
• Communicate with all departments on continuing basis. Especially the communication with Assistant Front Office Managers each evening / morning.
• Handle all guest complaints maintaining a satisfactory impression with the guest on resolving any complaints.
• Be familiar with the hotel computer system for training, maintenance and trouble shooting.
• Complete rate discrepancy report and make needed changes.
• Block / assign applicable arrivals for the following day; i.e. V.I.P.'s, Select Guests, ESP's, Special Requests, etc.
• Complete check-out with balance report.
• Complete credit check daily.
• Adhere to all Systems & Controls of the Front Office and appropriate areas of responsibilities.
• Assist with departmental scheduling and monitoring payroll productivity.
• Directly oversee all aspects of Front Office, Guest Services and the PBX department.
• Attend meetings as assigned by Director of Rooms.

Qualifications

Environment and Position Analysis

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