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Director of Front Office

2 months ago

Boston, United States Snelling Hospitality Executive Search Full time

Job Summary:

The Director of Front Office is responsible for overseeing all Front Office operations,

ensuring the highest levels of guest satisfaction and service excellence. This leadership role involves managing guest relations, concierge services, front desk operations, and bell services. The Director of Front Office will be instrumental in crafting memorable guest experiences, implementing Langham service standards, and leading a dynamic team in a luxury hospitality environment.


Key Responsibilities:


Operational Leadership:

  • Oversee the daily and long-term operation of the Front Office including reception, concierge, guest services, and bell/door service.
  • Ensure consistent delivery of high-quality service through each guest encounter
  • Monitor and manage the guest services experience and handle any guest complaints or issues promptly and efficiently.
  • Maintain effective communication with other departments to ensure seamless guest experiences and resolve any operational issues.
  • Works with vendors to ensure seamless operation


Staff Management and Development:

  • Recruit, train, and evaluate Front Office team members to maintain a highly skilled and motivated workforce.
  • Foster a positive and collaborative work environment that promotes teamwork, employee engagement, and professional growth.
  • Conduct performance reviews, daily audits and, provide constructive feedback, and develop improvement plans for staff members, and enforce accountability


Guest Relations:

  • Develop and implement strategies to enhance the overall guest experience, including pre-arrival and post-departure engagements.
  • Ensure all guests receive consistent personalized service and follow-up throughout their stay.
  • Address and resolve any guest complaints or issues, ensuring a satisfactory resolution and follow-up.
  • Manage loyalty programs and other initiatives to enhance guest engagement and retention.


Financial Management:

  • Manage the Front Office budget, controlling expenses and optimizing financial performance.
  • Prepare and analyze financial reports related to front office operations.
  • Implement revenue management strategies to maximize revenue through the upsell process.


Quality Control:

  • Develop and enforce the hotel's service standards, policies, and procedures to ensure consistent delivery of high-quality service.
  • Conduct regular inspections and audits to ensure compliance with service standards and operational procedures.
  • Collect and analyze guest feedback and reviews, implementing improvements based on insights.


Strategic Planning:

  • Develop and implement policies and procedures to enhance operational efficiency.
  • Participate in strategic planning and decision-making for the hotel.
  • Stay updated with industry trends and implement best practices.


Technology and Systems Management:

  • Ensure staff is trained on the software and technology used in Front Office operations.


Reporting and Health and Safety:

  • Ensure compliance with all health and safety regulations and hotel policies.
  • Train staff on safety procedures and emergency response protocols.
  • Address and resolve any safety issues promptly.


Qualifications:

  • Bachelor’s degree in Hospitality Management, Business Administration, or related field.
  • Minimum of 5 years of experience in Front Office management in a luxury hotel.
  • Proven leadership skills with the ability to manage and motivate a team.
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Proficiency in hotel management software (e.g., Shiji, HotSos, Alice).
  • Ability to work flexible hours, including nights, weekends, and holidays.


Work Environment:

  • Fast-paced, high-energy environment.
  • Requires standing and walking for extended periods.
  • Interaction with guests, staff, and management.