Director of Front Office

Job Description

Job Description

We are searching for a Director of Front Office at the Double Tree in Fairfield, NJ! The Director of Front Office is responsible for the success of the front desk, for ensuring that guest satisfaction and product quality standards are met, and for managing all areas of the hotel according to Brand standards to achieve a friendly atmosphere of superior guest service and product quality. This role involves managing the front desk team, handling guest inquiries, coordinating with other departments, and resolving any issues that arise to ensure a positive and seamless experience for guests. Displays exemplary performance for staff to follow.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Guest Service

• Maintains guest service as the driving philosophy of the hotel.
• Personally, demonstrates a commitment to guest service in responding promptly to guests’ needs.
• Personally greet guests on arrival and departure, creating a warm, welcoming first impression.
• Oversee smooth check-in and check-out processes, ensuring that guests feel attended to and respected from start to finish.
• Ensures all front office team, including new hires, know all components of the 100% Satisfaction Guarantee, and are trained to meet service standards.
• Develops added-value customer service programs, follow up with VIP guests, and create a positive atmosphere in the lobby: such as lighting, music, water refreshments, etc.
• Empowers front office team to deliver guest service by encouraging and rewarding responsive guest assistance.
• Create a monthly focus rewarding program for the department.
• Meets or exceeds hotel guest satisfaction measures.
• Ensures hotel standards and services contribute to the delivery of consistent guest service.
• Implements and practices guest service initiatives, trains and performs to Gulph Creek Hotel standards.

Front Desk Management

• Acts as manager on duty for hotel and manages front desk operations.
• Address guest inquiries, requests, and complaints promptly and effectively, going above and beyond to meet their needs.
• Resolve guest issues, complaints, and special requests with a positive, solution-oriented approach. If needed, escalate issues to ensure timely resolution.
• Ensures front desk staff is trained in all front desk operations, including check-in/check-out procedures, telephone procedures, hotel amenities and computer systems.
• Ensures front desk staff is trained in and follows financial control procedures for cash, vouchers, inventories and receivables.
• Ensure VIP guests or loyalty members receive personalized attention, including room upgrades, welcome notes, or other special touches to enhance their experience.
• Work closely with housekeeping, maintenance, food & beverage, and other departments to ensure guest requests are met seamlessly.
• Collaborate with other departments to fulfill special guest requests or ensure the accommodation of dietary or accessibility needs.
• Produces accurate financial reports on time.
• Direct daily activities at the Front Desk, Guest Services, Night Audit, PBX, and Reservations
• Schedule according to the needs of the operation, ensuring proper coverage
• Balances all cash, check, credit card and ledger accounts through verification, shift reports, and performs audit functions if assigned
• Provide guidance and direction to shift supervisors and all employees
• Comply with all standards and regulations to encourage safe and efficient hotel operations
• Attend regular stand-up and staff meetings
• Establish and maintain professional demeanor and standards of performance of all Front Office staff
• Maintain regular attendance in compliance with company policy
• Maintain high standards of personal appearance and grooming in accordance with company policy
• Assist with covering shifts to ensure proper coverage, if needed.
• Other duties as required

SUPERVISORY RESPONSIBILITIES

• Participate in employee recruiting and hiring efforts including: interviews, reference checks, orientation and training
• Conduct performance reviews
• Maintain accurate employee documentation
• Maintain knowledge of all company policies and procedures
• Conduct monthly meetings
• Hold all employees accountable through coaching and counseling and progressive discipline
• Delegate responsibility effectively to Supervisors and employees
• Maintain and organize all work areas; order supplies as necessary