Front Office Director

4 days ago


Chicago, Illinois, United States Aimbridge Hospitality Full time
Job Summary

As a seasoned Director of Front Office, you will be responsible for overseeing and administering all Front Desk operations in a hotel's ongoing effort to deliver exceptional guest service and financial success. You will provide assistance with financial reporting as needed and offer directional support and guidance to the property's Guest Loyalty Manager. Management-level associates are expected to work as much of each workday as necessary to complete their job responsibilities.

Exempt managers must customarily and regularly direct the work of at least 3 full-time associates or their equivalents. Primary duties must consist of administrative, executive, or professional tasks more than 50 percent of the time, and job duties must also involve the use of discretion and independent judgment more than 50 percent of the time.

Responsibilities
  • Directs and administers all Guest Services operations, including guest service and registration (check-in/check-out), room inventory and availability, guest service standards and initiatives, product quality, cost controls, and overall profitability.
  • Monitors and develops associate performance, including providing supervision and professional development, scheduling, conducting counseling and evaluations, and delivering recognition and rewards.
  • Monitors and assesses service and satisfaction trends, evaluates and addresses issues, and makes improvements accordingly.
  • Initiates and implements marketing and up-selling techniques to promote hotel services and facilities, maximizing room occupancy and overall revenue.
  • Implements and monitors all corporate marketing programs.
  • Ensures associates have current knowledge of hotel products, services, facilities, events, pricing, and policies, as well as knowledge of the local area and events.
  • Runs and completes daily reports, analyzes data, and makes decisions based on data.
  • Resolves guest issues and concerns to guest satisfaction.
  • Recruits, interviews, and trains associates.
  • Participates in the Property Manager on Duty program.
  • Is certified to respond to emergencies, including operating the Fire Panel and communicating with emergency personnel.
  • Completes tasks or projects as assigned or as required.


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