Director of Front Office - The Jay
San Francisco, CA 94111
About the Job
Oversees the Front Office/Guest Services Department. This position acts as a liaison to the Front Office Management and all aspect of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.
Responsibilities:- Communicates effectively in writing and verbally to provide clear direction to staff
- Observesteammember’sperformance and encourages for improvement
- Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services Staff
- OverseesallguestandVIParrivalanddeparturetoensurehighestlevelsofguestserviceandmakes staffing adjustments as required with Front Office Manager
- EnsuresthattrainingprogramsofFrontOfficeandGuestServicesteammembersarein compliance
- Interactspositivelywithcustomersandtakesactiontoresolveproblemstothesatisfactionofparties involved.
- Handlescustomercomplaints,includingresponsestoguestsurveys, to ensure guest satisfaction
- Ensurethatallguestsurveysarerespondedto timely
- Overseesthehotelquality assurance meeting focusing on continuous improvement
- Ensuresthatallteammembersuseguestnameinanaturalmannertoensurewarmandpersonalized service according to Guest Service Delivery Standards
- ReviewsandworkstogetherwithappropriateleadershipforVIPreservationsandensuresproper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests
- Monitorsspecialreservationrequests,includinghandlingrate changes on in-house guests
- Computes daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.
- Reviewsin-house,arrival and departure guests to ensure credit challenges are avoided
- AssistsFinance department to address all credit challenges
- Develops individual and team agendas focusing on operational efficiency, quality improvement and or financial benefits
- Plans,presentsandimplementstrainingmodulesandsupportingcomponentstoensureallfrontoffice employees are kept up with latest customer service techniques and tools
- Monitors training and employee’s progresses to ensure Guest Service Culture Standards are followed
- Participates in all necessary training as directed.
- Ensuresbrandstandardsareadheredtodailybyallteammembersinthe department
- Interacts positively with team members to foster team spirit and loyalty
- Seeksopportunitiestoensurecustomer loyalty
- Prepares team for all Quality Assurance inspections
- Attendsandparticipatesinmeetingstoensurethesuccessofthe hotel.
Education and Experience
- Minimum 3 Years Hotel Front Office Management Experience Required
- Minimum of two-year department head level experience
- Union Experience Required
- Four-year college degree
- PMS System training required; Lightspeed & GXP training highly preferred; Opera training optional.
Knowledge, Skills and Abilities
- Ability to effectively deal with team members and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Excellent Interpersonal skills to provide overall guest satisfaction.
- Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
- Ability to access and accurately input information using a moderately complex computer
- Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.
- Ability to work under pressure and deal with stressful situations during busy
- Effective verbal and written communication
- Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!
For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.
Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.
HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.