Job Description

The Director of Front Office is responsible for managing all front desk and guest services functions within the hotel, ensuring an exceptional guest experience while maintaining efficient operations. This includes leading the front office team, overseeing reservations, check-in/check-out procedures, addressing guest concerns, and implementing strategies to enhance guest satisfaction and hotel performance. The Director collaborates with other departments to achieve operational goals, maximize revenue, and ensure a seamless flow of guest services.

Key Responsibilities:

Leadership and Staff Management:

Lead, train, and manage the front office team, including front desk agents, concierge, bell staff, and night auditors. Set clear expectations, goals, and performance standards for front office staff. Provide coaching and professional development opportunities to improve staff performance and maintain high levels of customer service. Conduct regular performance reviews and address any disciplinary actions or concerns.

Guest Services and Satisfaction:

Ensure that guests receive exceptional service from check-in to check-out, creating a welcoming atmosphere. Handle guest complaints or issues promptly and professionally, ensuring high guest satisfaction levels. Monitor guest feedback, reviews, and surveys, using the information to implement improvements and enhance guest experience. Collaborate with the housekeeping and maintenance departments to ensure that guest rooms are ready and meet expectations.

Reservations and Revenue Management:

Oversee and manage room reservations, ensuring accurate booking procedures and efficient room allocation. Work closely with the revenue management team to optimize room occupancy and room rates, using data and forecasts to guide decisions. Develop and implement strategies to increase direct bookings and reduce dependency on third-party booking channels.

Operational Efficiency and Procedures:

Ensure smooth and efficient daily front office operations, including check-ins, check-outs, and special guest requests. Monitor the front office's adherence to hotel policies and procedures, ensuring compliance with local regulations and safety standards. Ensure the use of the hotel's property management system (PMS) and other software is accurate, efficient, and up-to-date. Manage the inventory of guest-related supplies and ensure the front office is properly equipped.

Collaboration with Other Departments:

Collaborate with sales and marketing teams to develop promotional programs and packages to increase bookings and revenue. Work with housekeeping to ensure that rooms are prepared and ready for guests in a timely manner. Liaise with food and beverage, maintenance, and other departments to ensure coordinated service delivery and guest satisfaction. Support the events and conference team by coordinating guest check-ins for large groups or corporate events.

Financial Management and Budgeting:

Oversee front office financial operations, including billing, payments, and the management of guest accounts. Ensure proper cash handling procedures, including reconciliation of daily revenues and the management of petty cash. Assist in developing the front office budget and work towards achieving financial goals. Review daily revenue reports, occupancy levels, and forecasts, and make adjustments as necessary.

Security and Safety:

Ensure the safety and security of guests by implementing proper procedures for guest identification and security checks. Oversee key control systems, room access procedures, and ensure compliance with hotel security protocols. Maintain emergency procedures and ensure staff is trained on how to handle crisis situations, including fire drills and evacuations.

Technology and Systems Management:

Oversee the use of property management systems (PMS) and ensure staff is trained on any new software or updates. Ensure the front office team uses technology effectively to streamline guest service and increase efficiency. Manage and troubleshoot any technical issues related to front office operations.

Skills and Qualifications:

Leadership and Management Skills:

Strong ability to lead, motivate, and manage a large team.

Excellent Communication Skills:

Effective verbal and written communication with guests, staff, and other departments.

Customer Service Excellence:

Exceptional skills in addressing guest needs and resolving complaints to maintain a high level of guest satisfaction.

Problem-Solving and Decision-Making:

Ability to address operational issues and make quick, effective decisions under pressure.

Organizational Skills:

Excellent time management and organizational skills to handle multiple tasks and deadlines.

Financial Acumen:

Understanding of financial reporting, budgeting, and revenue management.

Tech-Savvy:

Proficiency in property management systems (PMS), booking engines, and other hotel management software.

Attention to Detail:

Accuracy in handling reservations, billing, guest requests, and administrative tasks.

Experience and Education:

Bachelor's degree

in Hospitality Management, Business Administration, or a related field is preferred.

At least 5 years

of experience in front office or guest services management, preferably in a hotel or similar hospitality setting. Previous experience in a supervisory or managerial role within the front office is required. Familiarity with hotel property management systems (e.g., Opera, Fidelio, etc.) and other operational tools.

Additional certifications

(e.g., CPR, customer service) are a plus.

Working Conditions:

The Director of Front Office typically works in an office or hotel environment, which may require standing, walking, or moving throughout the hotel. This position may involve working evenings, weekends, and holidays depending on the hotel's operational needs. The role may also require dealing with challenging guest situations or managing a team during busy periods.

Salary and Benefits:

Salary for this role varies depending on the hotel's size, location, and the individual's experience. Benefits may include health insurance, paid time off, retirement plans, employee discounts, and other perks.

Job Advancement:

There are opportunities for advancement within the hotel management hierarchy, such as becoming a

Hotel General Manager

or moving into roles focused on

operations

or

sales and marketing

. Specialization in areas like revenue management, guest relations, or operations management can provide career growth opportunities.
Job Type: Full-time