Director of Front Office

Key Responsibilities:

1. Guest Experience:

1. Ensure the highest level of guest satisfaction by maintaining quality service standards and anticipating guest needs.

2. Handle guest concerns and complaints promptly and effectively.

3. Develop and implement guest service initiatives to enhance overall satisfaction.

2. Operations Management:

1. Oversee daily Front Office operations including Reception, Concierge, Guest Relations, Bell Desk, and Night Audit.

2. Ensure compliance with hotel policies, procedures, and brand standards.

3. Implement and monitor effective front office systems and processes to enhance efficiency and guest service.

3. Team Leadership and Development:

1. Recruit, train, and mentor a high-performing front office team.

2. Conduct performance evaluations, provide feedback, and identify development opportunities.

3. Foster a positive work environment that encourages teamwork and innovation.

4. Financial Management:

1. Develop and manage the Front Office budget, controlling expenses while maximizing revenue.

2. Monitor room occupancy rates and revenue generation strategies in collaboration with the Revenue Management team.

3. Ensure proper billing and financial procedures are followed.

5. Strategic Planning:

1. Collaborate with senior management to develop and implement strategies to enhance guest loyalty and retention.

2. Identify opportunities for operational improvements and efficiencies.

3. Stay updated on industry trends and best practices to maintain competitive advantage.

6. Collaboration and Communication:

1. Work closely with other departments such as Housekeeping, Sales & Marketing, and Food & Beverage to ensure smooth operations.

2. Communicate effectively with guests, team members, and stakeholders.

Qualifications :

Qualifications and Experience:

1. Bachelor's degree in Hospitality Management or a related field.

2. Minimum of 5 years of progressive front office leadership experience in a luxury or upscale hotel environment.

3. Strong knowledge of hotel management systems (e.g. Opera PMS).

4. Exceptional leadership, problem-solving, and decision-making skills.

5. Excellent interpersonal and communication skills.

6. Ability to work under pressure and manage multiple priorities.

7. Proficiency in Microsoft Office Suite and other relevant software.

Additional Information :

Our commitment to Diversity & Inclusion:

We are an inclusive company and our ambition is to attract, recruit, and promote diverse talent.

Remote Work :

No

Employment Type :

Full-time