Assistant Director Hotel Front Office

Assistant Director Of Hotel Front OfficeThe Assistant Director of Hotel Front Office oversees all front desk operations, ensuring exceptional guest service and smooth daily functioning of the front office. This role involves managing staff, coordinating with other departments, and maintaining high standards of hospitality, efficiency, guest satisfaction and profitability.Essential Job Functions:Supervise and manage front desk staff including receptionists, concierge, and bell staff.Make personnel decisions (hire, terminate, promote, adjust salary- with the support from HR); instruct new employees; observe and evaluate job performance of subordinates to provide feedback; develop/utilize tools to promote programs to improve productivity, safety, profitability, etc.; motivate staff and maintain excellent employee relations.Train, schedule, and evaluate front office team members. Ensure efficient check-in/check-out procedures and guest satisfaction.Perform front desk duties including check-ins and check-outs when busy and the employees need assistance; handle all account issues with checkouts including direct bill, gift certificates, vouchers, etc.; process folios in a timely manner; handle staffs cash handling discrepancies.Capable of performing duties on all shifts, including Night Audit. Handle guest complaints and resolve issues promptly and professionally.Monitor and check the quality of customer service at the front desk and doorpersons, resolve complaints and evaluate patterns or trends in customer complaints to plan corrective actions.Monitor room availability and coordinate with housekeeping and reservations. Coordinate with all department heads to ensure efficiency and profitability of hotel.Collaborate with other departments to ensure seamless guest experiences. Inspect facilities and equipment for clean, safe, and/or sanitary conditions and compliance to hotel standards.Maintain professional appearance according to company standards and ensure that appearance standards are maintained by all employees. Demonstrate working knowledge of appropriate housekeeping procedures relating to the Front Office including room status update; adhere to established lost and found procedures.Recommend and administer all company policies and procedures; maintain compliance to all local, state, and federal laws; demonstrate a professional manner regarding compliance of all policies; notify hotel management of problems needing immediate attention such as serious customer complaints, policy violations, safety concerns, cash shortages, etc.Maintain accurate records of guest accounts and billing. Implement and maintain front office policies and procedures. Prepare reports on occupancy, revenue, and guest feedback for management. Ensure compliance with health, safety, and hotel standards.Knowledge, Skills, Abilities:High school diploma or equivalent; hospitality degree preferred.At least 2 years experience in hotel front desk or hotel operations in a supervisory role.Ability to work 50 hours a week including evenings, weekends, overnights, and holidays.Experience managing in a union environment considered a strong plusPrevious experience managing and leading team members through motivation, coaching and development.Strong leadership and team management skills.Excellent communication and interpersonal abilities.Proficiency in hotel management software (e.g., OPERA, Maestro, or similar).Ability to multitask and remain calm under pressure.Ability to work in a fast-paced hotel setting.Physical Requirements:Ability to stand and move throughout front office and continuously performs essential job functions.Standing 95% of shift.Lifting up to 25 pounds maximum.Occasional twisting, bending, stooping, reaching, standing, walking.Frequent talking, hearing, seeing and smiling.