Hotel Front Office Director

Crystal Springs Resort Hamburg, NJ $1.00 one time

The Director of Front Office is responsible for ensuring the operation of the Front Desk, Bell Desk, Concierge, and Guest Activities in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay, while maximizing room revenue and occupancy.

Responsibilities, Consist of but are not limited to:

  • Respond to all guests’ requests, problems, complaints and/or accidents presented at the Front desk or through reservations, comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
  • Motivate, coach, counsel and discipline all Guest Services personnel according to Crystal Springs SOPs.
  • Prepare and conduct all Guest Services interviews and follow hiring procedures according to Crystal Springs SOPs.
  • Develop employee morale and ensure training of Guest Services personnel.
  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily.
  • Attend daily Stand Up meeting and weekly Rooms Meeting, Operations Meeting, and Labor Meeting.
  • Participate in the MOD schedule as required.
  • Review Guest Services staff’s worked hours for payroll compilation and submit on a timely basis.
  • Prepare employee weekly schedule according to business forecasts, payroll budget guidelines and productivity requirements.
  • Ensure that no-show revenue is maximized through consistent and accurate billing.
  • Maintain SOPs regarding purchase orders, checkbook updating, petty cash handling, vouchering, and invoices.
  • Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
  • Work closely with accounting on follow up items such as rejected credit cards, discrepancies, etc.
  • Operate all aspects of the Front Office computer system, including software maintenance and report generation and analysis.
  • Monitor the proper operation of the PBX responsibilities and that company SOPs are followed.
  • Ensure staff greet and welcome all guests approaching the Front Desk as per Grand Cascades sop.
  • Understand Hospitality terms and ensure implementation of all Crystal Springs Resorts policies and procedures.
  • Ensure logging and delivery of all messages and packages for guests in a timely manner.
  • Must maintain constant communication with Housekeeping, Reservations, Maintenance, and Credit Department.
  • Ensure correct cash handling at the Front Desk.
  • Ensure that employees are at all times attentive, friendly, helpful and courteous to all guests, employees and other Managers.
  • Establish and maintain key control and radio control system.
  • Ensure the participation and schedule monthly department meetings.
  • Focus on the importance of the Guest Services Departments in driving guest experience.
  • Monitor all VIP arrivals, requests, amenities and ensure proper servicing.
  • Ensure the emailing of recaps by each shift to all the necessary departments and Management.

Job Qualifications

  • At least 5 years’ progressive experience in a hotel, preferably a AAA 4 Diamond environment.
  • At least a 2-year college degree in hospitality.
  • Supervisory experience required.
  • Must be proficient in Windows.
  • Long hours sometimes required.
  • Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Attend all required hotel meetings and training.
  • Maintain regular attendance in compliance with Crystal Springs standards, as required by scheduling, which varies according to the business needs of the hotel.
  • Maintain high standards of personal appearance and grooming.
  • Encourage a safe and civil work environment.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Must be efficient in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Must maintain the confidentiality of information.
  • Perform other duties as requested by Management.
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