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Director of Front Office

3 months ago

Uniondale, United States Blue Sky Hospitality Solutions Full time

Position Title: Director of Front Office
Location: Uniondale, NY
Company: Marriott International
Job Description:
Marriott International is seeking a highly motivated and experienced Director of Front Office to join our dynamic team. As the Director of Front Office, you will play a pivotal role in ensuring exceptional guest experiences and operational efficiency within our hotel's front office department. This position requires strong leadership skills, a customer-centric mindset, and the ability to effectively manage a team of front office associates.
Responsibilities
Leadership and Management:

  • Lead and oversee the daily operations of the front office department, including front desk, guest services, and concierge.
  • Provide guidance, support, and training to front office associates to ensure consistent delivery of high-quality service.
  • Foster a positive work environment that promotes teamwork, accountability, and continuous improvement.
  • Solicits employee feedback, utilizes an “open door” policy, and reviews employee satisfaction results to identify and address employee problems or concerns
  • Verifies employees are treated fairly and equitably
  • Informs and/or updates the executives, the peers and the subordinates on relevant information in a timely manner
  • Areas of responsibility include Runners, Guest Services/Front Desk, Retail/Gift Shop, and Security, as applicable
  • Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met
  • Develops specific goals and plans to prioritize, organize, and accomplish work
  • Achieves and exceeds goals including performance goals, budget goals, team goals, etc


Guest Experience:

  • Provides services that are above and beyond for customer satisfaction and retention
  • Ensure that guest needs are anticipated and met promptly, maintaining Marriott's commitment to exceptional customer service.
  • Handle guest inquiries, requests, and complaints in a professional and timely manner, striving to resolve issues to the satisfaction of the guest.
  • Acts as the “Service Champion” for the Front Office and creates a positive atmosphere for guest relations
  • Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience and brand standards
  • Empowers employees to provide excellent customer service and service recovery
  • Reviews comment cards, guest satisfaction results and other data to identify areas of improvement
  • Observes service behaviors of employees and provides feedback to individuals and/or managers


Operational Efficiency:

  • Develop and implement standard operating procedures to optimize efficiency and productivity within the front office department.
  • Monitor and analyze key performance indicators, such as occupancy rates, room revenue, and guest satisfaction scores, to identify areas for improvement.
  • Work closely with other departments, such as housekeeping and reservations, to coordinate seamless guest experiences and resolve operational challenges.
  • Verifies compliance with all Front Office policies, standards and procedures
  • Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process
  • Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation
  • Identifies and analyzes departmental operational challenges and facilitates the development of solutions to prevent reoccurrence
  • Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills
  • Understands employee positions well enough to perform duties in employees' absence
  • Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation


Revenue Management:

  • Collaborate with the sales and marketing team to maximize room revenue through strategic pricing and inventory management.
  • Identify opportunities to upsell rooms and hotel amenities to enhance guest satisfaction and revenue generation.
  • Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department


Compliance and Safety:

  • Ensure compliance with Marriott International standards, policies, and procedures, as well as local regulations and laws.
  • Maintain a safe and secure environment for guests and associates by adhering to safety protocols and emergency procedures.


Qualifications:

  • Bachelor's degree in Hospitality Management or related field preferred.
  • Minimum of 5 years of experience in hotel front office operations, with at least 2 years in a managerial or supervisory role.
  • Excellent leadership, communication, and interpersonal skills.
  • Strong organizational and problem-solving abilities.
  • Proficiency in hotel management software and Microsoft Office Suite.
  • Union Experience Preferred.
  • Flexibility to work varying shifts, including evenings, weekends, and holidays.
  • Join us and embark on a rewarding career where you can make a difference in the lives of our guests while advancing your professional development. Apply today to become our Director of Front Office and be part of a global hospitality leader committed to excellence.