Trump International Beach Resort
Overview
Summary: The Director of Front Office is responsible for the oversight of day-to-day processes of the hotel's Front Office Divisions, including the Front Office, Guest Services (Bellman & Hospitality Lounge), Valet Parking, Concierge and Guest Relations. Responsibilities
Resolves guest concerns, overseeing scheduling, coaching, counseling, enforcing department Forbes Standards, staff development, interviewing/hiring, and supporting department managers with coverage in their respective areas. Maximizes room revenue, controls expenses, and drives the highest level of customer service. Collaborates with the Hotel Director, Director of Owners Relation, Director of Engineering, Security Director and Executive Housekeeper to coordinate major projects (renovations, capital expenditures, PRP (Perfect Room Program) & equipment changes). Assists with conducting Rooms Divisions meetings, including monthly financial reviews with managers and senior hotel directors. Monitors labor expenses through the schedule approval process. Ensures service and product standards are maintained at a 4-star level. Trains and develops staff in the Front Office Departments. Participates in policy formulation for the Rooms Division in collaboration with the Hotel Director. Develops and implements programs to increase customer quality and service. Manages and monitors all guest satisfaction scores, implements corrective action as needed, and communicates results to leadership. Monitors and responds to all guest surveys and feedback (e.g., Medallia, TripAdvisor, IPrefer and Expedia). Coordinates among Front Office departments to interface with all other hotel departments. Performs duties professionally and in accordance with company policies. Maintains flexibility to work a varied schedule including evenings, overnights, weekends and holidays. Follows safety procedures to ensure a safe working environment. Maintains standards as outlined in employee handbook and departmental training. Ensures areas operate according to hotel standards and revenue goals are met. Reviews hotel communications and disseminates information to Rooms department employees. Represents the hotel as Manager on Duty in the absence of senior leadership. Monitors and responds to guest service functions to ensure service standards are maintained. Participates in weekly Operations, Sales Strategy and Payroll review meetings and daily stand-up meetings. Ensures staff are trained in all job descriptions, including handling life safety emergencies, according to policies. Maintains and updates department training and standards manuals. Ensures monthly department meetings are held for all areas. Ensures guest service standards are met, including cleanliness of guest rooms and public spaces; resolves guest service problems promptly and effectively. Performs administrative duties (e.g., performance evaluations, disciplinary action) in a fair, timely, and accurate manner. Collaborates with the Hotel Director to evaluate front office computer and telecommunications systems and recommends upgrades to improve guest service and meet regulatory requirements. Job Requirements
Minimum of 5 years of leadership experience in Front Office (Front Desk, Night Audit, PBX, Reservations, Bell staff, and Guest Services). Experience working with SMS is preferred. Previous luxury Condo Hotel experience. Experience with Forbes standards. Experience with I Prefer properties. Bi-lingual – preferably Spanish. Ability to motivate Front Office employees to upsell. Familiar with Front Office/Reservations/Housekeeping/Guest Services training techniques. Track record of training, cross-training and developing employees for promotions. Verifiable record of improving guest service and satisfaction. Understanding of scheduling to optimize financial performance while meeting staffing needs. Track record of resolving customer complaints in favor of guests and the property. A proven ability to exceed guest expectations through training. Experience at properties of similar size and Forbes 4- or 5-Star service rating. Managerial Requirements
Clear, concise written and verbal communication skills. Ability to sell concepts and ideas to management, peers, and employees. Experience giving presentations to groups. Demonstrated team-building experience. Track record of promoting a teamwork-focused atmosphere. Lead by example and build morale. Participative management style with a hands-on approach. Solid career progression within the rooms division. Ability to inspire, train, and develop people for promotion. Experience communicating, training, and managing multilingual staff. Mentorship to train and develop employees for promotion. Experience training and cross-training employees. Instill a guest service attitude in all employees. Ability to train employees with varying education/experience levels. Instill a can-do attitude and a calm, organized approach in all situations. Financial Area Requirements
Ensure prescribed policies for financial functions are executed. Ensure credit limit reports and bucket checks are executed and logged each shift; resolve discrepancies before end of day. Follow cash and credit handling procedures. Review and approve daily departmental adjustments within limits; escalate significant adjustments as needed. Attend monthly Credit Meetings. Report discrepancies or omissions of financial policy to the Director of Finance / Controller. Forecast department operating expenses and monthly upgrade sales goals. Forecast labor expenses for all Front Office departments weekly and monthly. Hold staff accountable for posting all miscellaneous room revenues and controlling expenses. Technical Requirements
Excellent time management and organizational skills. Good computer knowledge; strong customer service orientation. Excellent listening and attention to detail in follow-up. Strong budgeting, projection and cost-control skills. Solid scheduling experience; follow/enforce policies and procedures. Problem-solving, accountability, safety and sanitation awareness. Understand security requirements and create a courteous, professional work environment. Provide direction, coordination, and ongoing evaluation of operations. Creative problem-solving and the ability to evaluate alternatives quickly. Forecasting skills and involvement with local community to develop business. Education / Experience Requirements
Five to seven years of progressive Rooms Division management experience in a luxury hotel. Four-year degree in hospitality or other business-related field. P&L understanding and strong leadership and people skills. Bachelor’s degree in hospitality management from a four-year college or university. Minimum of 5 years of hotel leadership in Front Office/Rooms division. Knowledge of front desk, concierge, housekeeping is required. International 4-star rated hotel experience preferred. Luxury upscale hotel experience required. Other Requirements
Physical demands: Regularly stand, walk, and handle objects; occasional climbing, bending, kneeling; may lift up to 100 pounds. Communication: Clear English; bilingual preferred (Spanish) for reading/writing. Computer skills: Proficient with POS and manual systems. Work Environment
The work environment is varied and may include guest contact and non-guest contact areas. Reasonable accommodations may be made for individuals with disabilities. Noise level is usually moderate, with higher levels in mechanical areas or when using certain equipment. Seniority level
Director Employment type
Full-time Job function
Management and Manufacturing Industries
Hospitality
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Summary: The Director of Front Office is responsible for the oversight of day-to-day processes of the hotel's Front Office Divisions, including the Front Office, Guest Services (Bellman & Hospitality Lounge), Valet Parking, Concierge and Guest Relations. Responsibilities
Resolves guest concerns, overseeing scheduling, coaching, counseling, enforcing department Forbes Standards, staff development, interviewing/hiring, and supporting department managers with coverage in their respective areas. Maximizes room revenue, controls expenses, and drives the highest level of customer service. Collaborates with the Hotel Director, Director of Owners Relation, Director of Engineering, Security Director and Executive Housekeeper to coordinate major projects (renovations, capital expenditures, PRP (Perfect Room Program) & equipment changes). Assists with conducting Rooms Divisions meetings, including monthly financial reviews with managers and senior hotel directors. Monitors labor expenses through the schedule approval process. Ensures service and product standards are maintained at a 4-star level. Trains and develops staff in the Front Office Departments. Participates in policy formulation for the Rooms Division in collaboration with the Hotel Director. Develops and implements programs to increase customer quality and service. Manages and monitors all guest satisfaction scores, implements corrective action as needed, and communicates results to leadership. Monitors and responds to all guest surveys and feedback (e.g., Medallia, TripAdvisor, IPrefer and Expedia). Coordinates among Front Office departments to interface with all other hotel departments. Performs duties professionally and in accordance with company policies. Maintains flexibility to work a varied schedule including evenings, overnights, weekends and holidays. Follows safety procedures to ensure a safe working environment. Maintains standards as outlined in employee handbook and departmental training. Ensures areas operate according to hotel standards and revenue goals are met. Reviews hotel communications and disseminates information to Rooms department employees. Represents the hotel as Manager on Duty in the absence of senior leadership. Monitors and responds to guest service functions to ensure service standards are maintained. Participates in weekly Operations, Sales Strategy and Payroll review meetings and daily stand-up meetings. Ensures staff are trained in all job descriptions, including handling life safety emergencies, according to policies. Maintains and updates department training and standards manuals. Ensures monthly department meetings are held for all areas. Ensures guest service standards are met, including cleanliness of guest rooms and public spaces; resolves guest service problems promptly and effectively. Performs administrative duties (e.g., performance evaluations, disciplinary action) in a fair, timely, and accurate manner. Collaborates with the Hotel Director to evaluate front office computer and telecommunications systems and recommends upgrades to improve guest service and meet regulatory requirements. Job Requirements
Minimum of 5 years of leadership experience in Front Office (Front Desk, Night Audit, PBX, Reservations, Bell staff, and Guest Services). Experience working with SMS is preferred. Previous luxury Condo Hotel experience. Experience with Forbes standards. Experience with I Prefer properties. Bi-lingual – preferably Spanish. Ability to motivate Front Office employees to upsell. Familiar with Front Office/Reservations/Housekeeping/Guest Services training techniques. Track record of training, cross-training and developing employees for promotions. Verifiable record of improving guest service and satisfaction. Understanding of scheduling to optimize financial performance while meeting staffing needs. Track record of resolving customer complaints in favor of guests and the property. A proven ability to exceed guest expectations through training. Experience at properties of similar size and Forbes 4- or 5-Star service rating. Managerial Requirements
Clear, concise written and verbal communication skills. Ability to sell concepts and ideas to management, peers, and employees. Experience giving presentations to groups. Demonstrated team-building experience. Track record of promoting a teamwork-focused atmosphere. Lead by example and build morale. Participative management style with a hands-on approach. Solid career progression within the rooms division. Ability to inspire, train, and develop people for promotion. Experience communicating, training, and managing multilingual staff. Mentorship to train and develop employees for promotion. Experience training and cross-training employees. Instill a guest service attitude in all employees. Ability to train employees with varying education/experience levels. Instill a can-do attitude and a calm, organized approach in all situations. Financial Area Requirements
Ensure prescribed policies for financial functions are executed. Ensure credit limit reports and bucket checks are executed and logged each shift; resolve discrepancies before end of day. Follow cash and credit handling procedures. Review and approve daily departmental adjustments within limits; escalate significant adjustments as needed. Attend monthly Credit Meetings. Report discrepancies or omissions of financial policy to the Director of Finance / Controller. Forecast department operating expenses and monthly upgrade sales goals. Forecast labor expenses for all Front Office departments weekly and monthly. Hold staff accountable for posting all miscellaneous room revenues and controlling expenses. Technical Requirements
Excellent time management and organizational skills. Good computer knowledge; strong customer service orientation. Excellent listening and attention to detail in follow-up. Strong budgeting, projection and cost-control skills. Solid scheduling experience; follow/enforce policies and procedures. Problem-solving, accountability, safety and sanitation awareness. Understand security requirements and create a courteous, professional work environment. Provide direction, coordination, and ongoing evaluation of operations. Creative problem-solving and the ability to evaluate alternatives quickly. Forecasting skills and involvement with local community to develop business. Education / Experience Requirements
Five to seven years of progressive Rooms Division management experience in a luxury hotel. Four-year degree in hospitality or other business-related field. P&L understanding and strong leadership and people skills. Bachelor’s degree in hospitality management from a four-year college or university. Minimum of 5 years of hotel leadership in Front Office/Rooms division. Knowledge of front desk, concierge, housekeeping is required. International 4-star rated hotel experience preferred. Luxury upscale hotel experience required. Other Requirements
Physical demands: Regularly stand, walk, and handle objects; occasional climbing, bending, kneeling; may lift up to 100 pounds. Communication: Clear English; bilingual preferred (Spanish) for reading/writing. Computer skills: Proficient with POS and manual systems. Work Environment
The work environment is varied and may include guest contact and non-guest contact areas. Reasonable accommodations may be made for individuals with disabilities. Noise level is usually moderate, with higher levels in mechanical areas or when using certain equipment. Seniority level
Director Employment type
Full-time Job function
Management and Manufacturing Industries
Hospitality
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