Director of Front Office

SUMMARY:
Large Hotel in Bantry Bay is looking for a Director of Front Office.
 
The candidate will be responsible for the management of all aspects of the Front Office operations including staff management in accordance with hotel standards. Directs, implements and maintains a service and management philosophy that serves as a guide to respective staff. Responsible for developing and maintaining the acknowledgment of all guests visiting the location. Ensures all departments are aware of all guests’ needs and information prior to arrival that will lead to a unique, memorable and personal stay.

POSITION INFO:
Duties:

Leading and Supervising Staff: manages and motivates a team of front office staff, including front desk agents, concierge staff, bellmen, and other related positions.
Ensuring Guest Satisfaction: responsible for ensuring a positive and memorable guest experience, addressing guest concerns, and implementing service standards.
Managing Front Office Operations: this includes overseeing daily activities, such as guest check-in/check-out, reservations, and handling guest inquiries.
Financial Management: responsible for managing the front office budget, ensuring operational efficiency, and maximizing revenue opportunities.
Developing and Implementing Policies and Procedures: involved in developing and implementing front office policies, procedures, and training programs.
Cross-Departmental Communication: work closely with other departments, such as housekeeping, sales, and engineering, to ensure smooth operations and guest satisfaction.
Resolving Guest Issues: responsible for addressing guest complaints and resolving issues in a timely and effective manner.
Maintaining Property Standards: ensure that the front office and public areas are maintained to the highest standards of cleanliness, appearance, and functionality.
Staying Current with Industry Trends: keep abreast of industry trends, best practices, and new technologies to enhance front office operations and guest services.

Requirements:

Grade 12
Bachelor’s degree in hospitality management or related field.
At least 3-5 years of management experience in a Front Office setting, preferably in a luxury environment.
Ability to motivate, train, and evaluate staff.
Excellent written and verbal communication skills, as well as the ability to build rapport with guests and team members.
Ability to manage multiple tasks, prioritize effectively, and maintain a well-organized environment.
Exceptional customer service skills, with a focus on providing "wow experiences".
Ability to identify and resolve guest issues and operational challenges.
Proficiency in Microsoft Office Suite and other relevant software.
Understanding of budgeting, cost control, and revenue management.