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Director of Front Office

3 months ago

Houston, United States Snelling Hospitality Executive Search Full time

Duties include:

· Directs all staff at the Front Office including Front Desk, Communications, Concierge, and Guest Services to ensure operational flow, communication, and follow-up on any problems, guest requests, or special requirements.

· Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner, either in person or by phone.

· Strategically create, direct, and manage various hotel projects in regard to customer service.

· Maintain guest room inventory by coordinating arrivals, departures, and billing requirements, while blocking rooms, clearing discrepancies, and ensuring a seamless experience for our guests.

· Coach and counsel team members with real-time feedback, both positive and constructive by building evaluations to reflect Service Standards and Procedures

· Assures that all billing, credit card, cash, and reconciliation processes are being checked and follows up with the Finance team for communication and approvals.

· Maintain excellent communication with all departments throughout the hotel, especially within the rooms team

· Create a culture of education and training to maintain accurate information on prices, rates, specials, packages, programs, etc, while ensuring all team members are well-versed in all areas

· Create expectations, lead people, manage processes, and hold people accountable for the agreed-upon activities and timetables

· Reviews and monitors staffing and scheduling on a bi-weekly, weekly, and daily basis to ensure that labor is efficient while still maintaining guest experience.

· Takes swift action to ensure that our guest's safety and security is the number one priority when senior management is not available.


Team members work in an environment that demands exceptional performance yet reaps great rewards. Whether it's career opportunities, job enrichment, or a supportive work environment, if you are ready for this challenge, then we are ready for you.



Qualifications

· Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds

· 4 years or more of progressive hotel Rooms Management experience

· With opening hotels, previous hotel pre-opening experience preferred

· Service-oriented style with professional presentation skills

· At least 2 years of progressive management experience within the Rooms Division of a hotel

· College education in Hospitality Business Management or equivalent experience preferred

· Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service, and ability to improve the bottom line

· Clear concise written and verbal communication skills in English

· Must have excellent organizational, interpersonal, and administrative skills