Director of Front Office

Job Description

1. Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
2. Maintain complete knowledge of correct maintenance and use of equipment.  Use equipment only as intended.
3. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
4. Maintain positive guest relations at all times.
5. Resolve guest complaints, ensuring guest satisfaction.
6. Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
7. Maintain complete knowledge at all times of:

• all hotel features/services, hours of operation.
• all room types, numbers, layout, decor, appointments and location.
• all room rates, special packages and promotions.
• daily house count and expected arrivals/departures.
• room availability status for any given day.
• scheduled in-house group activities, locations and times.
• all hotel and departmental policies and procedures.
• group resumes

1. Access all functions of the computer system.
2. Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
3. Ensure that current information on rates, packages and promotions is available at the Front Desk/Fairmont Gold and that all staff is knowledgeable on such.
4. Review the daily business levels, anticipate critical situations and plan effective solutions to best expedite these situations.
5. Works with Director, Sales and Marketing and Director, Revenue Management to evaluate group thresholds.
6. Works closely with Director, Sales and Marketing and Director, Revenue Management on all group bookings within the Hotels’ short-term demand window.
7. Assign work duties to staff.
8. Completes monthly summaries required for the General Manager and Director, Sales and Marketing.
9. With Director,Sales and Marketing and Director, Revenue Management, establishes and presents hotel pricing levels for implementation.
10. Timely implementation of Corporate Revenue Management incentives.
11. Participates in activities from corporate office or hotel relating to inventory control or revenue management.
12. Inspect grooming and attire of staff; rectify any deficiencies.
13. Inspect, plan and ensure that all materials and equipment are in complete readiness for service; rectify deficiencies with respective personnel.
14. Constantly monitor staff performance in all phases of service and job functions; rectify any deficiencies with respective personnel.
15. Monitor the check-in/check-out process; anticipate critical situations and assist wherever necessary to help alleviate the pressure and to process the guest expediently.
16. Monitor communication logs and ensure that guest requests are followed up within 15- 20 minutes. 
17. Monitor the staffs' interaction with guests, ensuring prompt and courteous service; resolve discrepancies with respective personnel.
18. Assist staff with their job functions to ensure optimum service to guests.
19. Observe guest reactions and confer frequently with staff to ensure guest satisfaction.
20. Adhere to hotel requirements for guest/colleague accidents or injuries and in emergency situations.
21. Ensure security of guest room access.
22. Monitor and ensure that all cashiering procedures comply with Accounting policies and standards:

• Contracted banks
• Shortages/overages
• Late charges
• Petty cash/paid outs
• Adjustments
• Posting charges
• Making change for guests
• Cashing personal/travelers checks
• Exchange Foreign currency
• Payment methods/processing
• Settling accounts
• Closing reports
• Cashier reports
• Balancing receipts
• Dropping receipts
• Securing banks

1. Assist staff with expediting problem payments.
2. Anticipate sold-out situations and know how many rooms are overbooked.  Handle overbooked or “walked” guests.
3. Anticipate low occupancy periods and coordinate blocking of rooms with Director, Housekeeping to maximize labor costs, deep cleaning and maintenance of rooms.
4. Ensure that all VIPs are pre-registered according to standards. 
5. Work closely with Housekeeping management to ensure accurate status of each room, readiness of rooms for check-in and to report guest concerns.
6. Review resumes for arriving groups; organize and coordinate master accounts and check-in/ pre-registration procedures.
7. Review all out-of-order rooms daily with respective departments to determine most current status and estimated date for return to room inventory.
8. Maintain awareness of undesirable persons on hotel premises and contact Loss Prevention where necessary.
9. Provide feedback to staff on their performance.  Handle disciplinary problems and counsel colleagues according to Hotel standards.
10. Maintain complete records on Attendance Calendars of attendance and any performance/disciplinary conversations with staff.
11. Conduct performance reviews in a timely manner.
12. Foster and promote a cooperative working climate, maximizing productivity and colleague morale.
13. Complete work orders for maintenance repairs and submit to Royal Service.  Contact Engineering directly for urgent repairs.
14. Document pertinent information in department log book.
15. Complete all paperwork and closing duties.
16. Review status of assignments and any follow-up action with Front Desk Manager, Royal Service Manager, Chef Concierge and Fairmont Gold Manager.
17. Order supplies and keep track of inventory.  Complete requisitions to replenish shortages or additional items needed for the anticipated business.
18. Prepare annual forecasts and room budget.
19. Assist in strategizing control of room inventory to maximize revenues.

SECONDARY JOB FUNCTIONS

1. Basic knowledge of surrounding area.
2. Conduct monthly departmental meetings.
3. Attend designated meetings.
4. Screen and interview Front Office applicants.
5. Complete departmental filing.
6. Prepare weekly forecast of revenues and labor costs.
7. Approve weekly work schedules in accordance with staffing guidelines and labor forecasts.  Adjust schedules throughout the week to meet the business demands.
8. Ensure that staff reports to work as scheduled.  Document any late or absent employees.
9. Coordinate breaks for staff.
10. Conduct pre-shift meeting with staff and review all information pertinent to the day's business.
11. Monitor safe deposit box procedures; audit accuracy of cards with proper signatures and ensure availability of keys.
12. Monitor guest mail and ensure that it is processed according to procedures.
13. Monitor and ensure that express checkouts are processed through the system.
14. Assist guests with reports of lost/stolen articles, following hotel policy.
15. Contact newly registered V.I.P. guests 15 minutes after check-in to establish guest satisfaction; resolve any dissatisfaction immediately.  Document each call according to procedures.
16. Review previous night's no-shows, verify and ensure billing of such.
17. Verify guest information is inputted into the property management system (PMS) accurately.
18. Review the arrival report for accuracy and completeness.  Rectify any deficiencies with respective personnel.
19. Print special requests report and block according to specifications.
20. Print credit check report and review status of each account.  Follow up on accounts beyond approved credit limits.
21. Print and review masters for departed groups; check accuracy and distribute to Accounting.
22. Review trace reports and follows up accordingly.
23. Coordinate delivery time of amenities with In Room Dining, ensuring timely delivery.
24. Review requests for late checkouts and approve according to occupancy.  Communicate this information to Housekeeping.
25. Print report on discrepant rooms, research discrepancies and enter current status accordingly.
26. Ensure all closing duties for staff is completed before staff clocks out.  Sign off on all paperwork for staff.
27. Works with Director, Sales and Marketing to ensure the hotel’s descriptions that are set up in all distribution systems are correct and reflect the hotels selling strategy.  This includes the GRCCRS, Internet, GDS, and Wholesalers.
28. Assist with forecasting to accurately project demand and pick up for groups and transient, both short and long term.  Participates in the annual budgeting process with Director, Sales and Marketing and Director, Revenue Management.
29. Conduct formal training program on the required job functions with criterion expected and department orientation with new hires.  Conduct ongoing training with existing staff.
30. Provide guest room tours.
31. Follow up on assignments given by Director, Operations.

Qualifications

Essential:

1. Some college; preferably a degree in Hotel Administration or Business Management.
2. 2 years’ experience as a Front Desk Manager, preferably a 4-5 Star/Diamond style hotel.
3. Fluency in English, both verbal and non-verbal.
4. Compute basic arithmetic.
5. Familiarities with yield management and cost controls.
6. Ability to:

• perform job functions with attention to detail, speed and accuracy.
• prioritize and organize.
• be a clear thinker, remaining calm and resolving problems using good judgement.
• follow directions thoroughly.
• understand guest’s service needs.
• work cohesively with co-workers as part of a team.
• work with minimal supervision.
• maintain confidentiality of guest information and pertinent hotel data.
• ascertain departmental training needs and provide such training.
• direct performance of staff and follow up with corrections when needed.

1. Input and access information in the property management system/computers/point of sales system.

Desirable:

1. College degree, preferable in Hospitality Management.
2. Fluency in a second language, preferably Spanish.
3. Certification in CPR.
4. Ability to suggestively sell.
5. Previous guest relations training.

PHYSICAL ABILITIES

Essential:

1. Exert physical effort in transporting key packets/card, copier/computer paper & water bottle (20-30 pounds) approximately 100 feet.
2. Endure various physical movements throughout the work areas.
3. Reach 1-2 feet.
4. Remain in stationary position for 2 to 4 hours throughout work shift.
5. Satisfactorily communicate with guests, management and co-workers to their understanding.

Additional Information

What’s in it for you:

• Paid time off
• Medical, Dental and Vision Insurance, 401K
• Complimentary Shift Meal
• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academy designed to sharpen your skills
• Ability to make a difference through our Corporate Social Responsibility activities, such as Planet 21
• Career development opportunities with national and international promotion opportunities