Dir. of Front Office Operations

Job Description:
JOB OVERVIEW: Manage the room

operations to achieve customer satisfaction, quality service and compliance with corporate/franchise policies and procedures while meeting/exceeding financial goals

ESSENTIAL JOB FUNCTIONS:
1. Implement and manage hotel’s daily quality process including goal communication, associate improvement, and compliance with Hotel standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction reviews and service failure measurements and coach accordingly.
2. Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate with all Guest Service Employees.
3. Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results. Prepare written correspondence to guests. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps or problem resolution by using experienced judgment and discretion.
4. Implement company and franchise programs and manage the operations of the Front Office (Front Desk, PBX, Bell Stand, Concierge, Transportation, Valet) to ensure compliance with LSOPs and SOPs and to ensure an optimal level of quality service and hospitality are provided to the hotel customers.
5. Assign, instruct, and help oversee Housekeeping in details of work. Observe performance and encourage improvement. Monitor hotel occupancy and make staffing adjustments accordingly. Supervise and review cost and inventory controls.
6. Prepare forecasts and reports and assist in the development, implementation and monitoring of the budget to maximize revenue and minimize expenses while ensuring adequate supplies and staff are on hand to provide top quality customer service.
7. Resolve customer complaints, anticipate potential problems by reviewing and monitoring complaints, operational issues, business flow and associate performance to ensure high levels of customer satisfaction and quality.
8. Plan, organize, chair, attend and/or participate in various hotel meetings such as: Staff Meetings, Rooms Division Meetings, Executive Committee Meetings, Quality Teams Meetings, etc.
9. Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and revenues.
10. Monitor and maintain the Front Office systems and equipment to ensure their optimum performance.
11. Comply with attendance rules and be available to work on a regular basis.Perform any other job related duties as assigned.

Requirements:
REQUIRED SKILLS AND ABILITIES:
Must have the ability to communicate in English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help co- workers with their job duties and be a team player. Ability to handle cash and credit transactions. Must possess thorough knowledge of all guest services department operations, and individual job requirements. Excellent written, verbal, and organizational skills required. Computer literacy and financial management a must. Ability to resolve guest, supervisor and employee conflicts. Able to manage effectively multiple tasks at all times.

PERFORMANCE STANDARDS
Customer Satisfaction:
Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with all Hotel Employees. It is essential that you remain professional at all times, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Hotel associate is a guest relations ambassador, every working minute of every day.
Work Habits:
In order to maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, have the ability to solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

Job Type: Full-time

Experience:

• Front Office: 5 years (Preferred)

Education:

• High school or equivalent (Required)

Job Location:

• Miami, FL 33133 (Preferred)