Director of Front Office

Temps plein

Overview:

The Director of Front Office will oversee the Front Desk and Ideal Services teams. This individual will ensure maximum Front Office operating efficiency by effectively balancing the needs of our guests, owners and associates.

Responsibilities:

• AssistLead morning standups with Resort Leadership team
• Report directly to the Director of Rooms
• Oversee Front Office Manager, Assistant Front Office Managers, Front Office Supervisors, Front Desk Agents, Concierge and Ideal Service Phone Operators
• Provide support to Guest Services Manager who oversees Bell, Valet, Transportation and Loyalty
• Mustwork closely with leaders from all departments and communicate daily with Housekeeping, Finance and Sales teams especially. 
• Insuredaily tasks are assigned and completed. Assisting the team with tasks whennecessarydue to call offs or high business levels:
  • Block/assign applicable arrivals for the following day;i.e. V.I.P.'s, Select Guests, ESP's, Special Requests, etc.
  • Checking Guests Inand Out of theresort
  • Providing lobby support during peak hours
  • Assisting Valet and Bell with heavy arrivals or departures
  • Assist Concierge team with reservations
  • Ensure all needed reports are run - Rate Discrepancy, Checkout with Balance, Daily Credit, etc. 
• Support team by:
  • Creating schedule
  • Completing payroll timely
  • Providing on goingtraining to current associates
  • Create training plans and schedules for newly hired associates
  • Hold daily stand upmeetings 
  • Hold monthly All Together Get Together meetings
  • Completing inventory and ordering necessary supplies so associates have the tools they need to do their jobs 
• Handle guest complaints maintaining a satisfactory impression with the guest.
• Attend all relevant Resort meetings including Pre-Cons and Guest Recovery meetings.

Qualifications:

• Must have previous Front Office Management experience in a similar Front Office/Rooms environment - 4 Diamond, Resort, Large Property
• Mustbe able to navigate the interior and exterior of the resort.
• Must have experience with Property Management Systems (Opera experience preferred)
• Must be able to work flexible shifts, including weekends and holidays.
• Must have excellent organizational, supervisory, customer service skills.
• Must be able to work well under stressful situations and handle challenges in a professional manner.
• Mustbe able to walk and stand for extended periods of time - up to 8 hours per day.