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Director of Front Office

3 months ago

Rancho Palos Verdes, United States Terranea Resort Full time

Overview:
Responsible for the management of all aspects of the Front Office functions (Front Desk and Call Center), in accordance with Terranea standards, AAA and Forbes Travel Guide Standards. Directs, implements and maintains a service and leadership culture which encourages both associate and guests to seek moments to be extraordinary.

**Responsibilities**:

- Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
- Maintain complete knowledge of all Forbes Travel Guide 5-Star Standards.
- Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
- Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
- Maintain positive guest relations at all times.
- Resolve guest complaints, ensuring guest’s complete satisfaction.
- Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
- Maintain complete knowledge at all times of:

- All hotel features/services, hours of operation.
- All room types, numbers, layout, decor, appointments and location.
- All room rates, special packages and promotions.
- Daily house count and expected arrivals/departures.
- Room availability status for any given day.
- Scheduled in-house group activities, locations and times.
- All hotel and departmental policies and procedures.
- Access all functions of the computer system.
- Answer department telephone within first ring, using correct greeting and telephone etiquette.
- Establish par levels for supplies and equipment. Complete requisitions to replenish shortages or additional items needed for the anticipated business.
- Ensure that current information on rates, packages and promotions is available at the Front Desk and that all associates are knowledgeable on such.
- Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
- Monitor expenses (office supplies, operating supplies, uniforms). Track actuals against budget.
- Approve and adjust weekly work schedules (Front Desk and Call Center) in accordance with staffing guidelines and labor forecasts.
- Ensure that associates report to work as scheduled. Document any late or absent employees.
- Coordinate breaks for associates.
- Assign work duties to associates.
- Conduct pre-shift meeting with associates and review all information pertinent to the day's business.
- Inspect grooming and attire of associates; rectify any deficiencies.
- Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
- Constantly monitor associates performance in all phases of service and job functions; rectify any deficiencies with respective personnel to include Front Desk Agents, Bell Persons, Lobby Ambassador, Call Center Agents and Experience Concierges.
- Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently; advoiding congestion in the Hotel Lobby.
- Monitor communication logs and ensure that guest requests are followed up within a reasonable time ensuring guest follow-up at all times.
- Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
- Monitor guest mail and ensure that it is processed according to procedures.
- Monitor and ensure that express check-outs are processed through the system.
- Monitor the associates’ interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
- Assist associates with their job functions to ensure optimum service to guests.
- Observe guest reactions and confer frequently with associates to ensure guest satisfaction.
- Assist guests with reports of lost/stolen articles, following hotel policy.
- Adhere to hotel requirements for guest/associate accidents or injuries and in emergency situations.
- Contact newly registered guests 10 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately. Document each call according to procedures.
- Ensure security of guest room access.
- Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

- Contracted banks
- Shortages/overages
- Late charges
- Petty cash/paid outs
- Adjustments
- Posting charges
- Making change for guests
- Cashing personal/travelers checks
- Payment methods/processing
- Settling accounts
- Closing reports
- Cashier reports
- Balancing receipts
- Dropping receipts
- Securing banks
- Review previous night's no-shows, verify and ensure billing of such.
- Assist Accounting in researching all disputed charges and contact guests where required to explain disputes regarding Front Desk procedures.
- Assist associates with expediting problem payments.
- Anticipate sold-out s