Director of Front Office

Director of Front Office Job Description A Pearl Director of Front Office is responsible for the successful operation and administration of the Front Office and coordination and organization of the overall hotel.
The Director of Front Office reports directly to the Director of Rooms and is responsible for creating leaders and fostering the Pearl culture within the hotel departments for the Westin Houston Medical Center.
The Director of Front Office must ensure that all hotel aspects are continually balanced, while focusing on providing exceptional Medallia customer satisfaction by continually training our associates on our Pearl touch points of the hotel and ensuring associate focus on our touch points at all times, incorporating the Westin Brand Standards.
All hotel operations must be executed at the highest level of professionalism and courtesy.
The Director of Front Office must drive results through effective training, coaching, leading, motivating, empowering, and following through with all the associates.
The Director of Front Office must ensure maximization of profitability by controlling expenses and yielding the highest RevPar possible.
The Director of Front Office must ensure that our associates and our customers are treated with the utmost respect at all times since they are the key to our success.
Responsibilities - (not limited to) Foster the Pearl culture Passion and commitment to the business at an ownership level Oversee Guest Services to inspire loyalty and maximize profitability Participate in community and industry organizations as the hotel representative Manage guest relations in the most positive and effective manner Ensure compliance with brand standards as well as Pearl standards and procedures Ensure that all department associates maintain hotel cleanliness, maintenance, and asset management Maintain effective and open communication Foster teamwork Must possess high energy, professionalism, and confidence every day and in every way Be a highly motivated and enthusiastic leader Conduct Pearl required daily and weekly meetings with enthusiasm and commitment to success Train department associates to deliver the highest performance and Medallia Service Timely execution of associate evaluations Must be capable to successfully prioritize, delegate, organize and multi-task Must be compliant of Westin brand standards and Pearl standards and procedures Must be able to analyze monthly P&L for ongoing control of expenses and maximization of revenue Train all personnel to deliver the best product at the highest brand and procedural standards Proactively monitor guest satisfaction and effectively increase scores in each area Interact positively with customers and take action to resolve issues to maintain high guest satisfaction Comply with attendance rules and be available to work on a regular basis Effectively create a weekly schedule that reflects the occupancy for effective cost control Must be able to conduct daily business with integrity and be ethical at all times Must comply with security controls for cash and shift drops Assists Front Desk as needed with unresolved issues which arise and takes a hands-on approach Reviews pass-on log and security log for issues which need action Performs the function of “manager on duty” and is the first point of contact for any issues that arise Continuously evaluates the work performance of Front Desk Staff and provides ongoing coaching Operational knowledge of reservation and national sales process Ensure approved uniforms are being worn at all times with nametags Must maintain a safe working environment through ongoing compliance of safety guidelines Treat guests, associates, vendors and co-workers with professionalism and respect at all times Ensure emergency procedures are understood by all through ongoing training and documentation Must be able to coach and counsel associates, and provide clear and concise direction Be able to work well under pressure and meet or beat deadlines Written and verbal communication skills Microsoft Word and Excel Perform other tasks that are deemed necessary to the success of Pearl, the hotel and the associates Qualifications - (not limited to) Minimum of 4 years’ experience in a Full-Service, Upscale Hotel environment/Hospitality industry, with an emphasis in the Front Office and Room departments 2 to 3 years of progressive experience as a Front Office Manager/leadership role Previous management/leadership experience required Excellent Communication, Organizational and Problem-Solving skills Able to Forecast, analyze Budget and monthly P&L for ongoing control of expenses and maximization of revenue Must be able to produce Excellent GSS/Medallia results Able to effectively present information to customers, clients, and other colleagues Able to successfully prioritize, delegate, organize and multi-task Excellent Written and verbal communication skills Ability to effectively evaluate the work performance of all departments and provide ongoing training Must be able to coach and counsel and provide clear and concise direction Must be able to work well under pressure and meet or beat deadlines Desire to be in Leadership for self and others Ability to manage time skillfully Ability to make decisions using tact and diplomacy Ability to work well under pressure Working knowledge of various computer software programs (Office Suite), MS Office, Outlook, Excel, GSuite, Birchstreet, etc.
Physical Requirements - (not limited to) Must be able to lift, push, pull, and carry up to 75 lbs.
Must be able to stand, stoop, bend, crawl, reach above and below shoulders, repetitive arm and wrist use, climb ladders and stairs, and walk on uneven surfaces.
Must be able to operate motor vehicle using safety precautions.
Must be able to recognize, register, and respond visually to color and depth perception.
Must be able to communicate verbally and in writing.
Must be able to work indoors, outdoors, in extreme heat and cold.
Must be able to work around moderate noise level.