Director of Front Office

Additional Information: This hotel is owned and operated by an independent franchisee, Highgate Holdings. The franchisee is a separate company and a separate employer from Marriott International, Inc.  The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment.  If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.

Job Summary:

The overall objective and purpose of the Director of Front Office is to support the Front Office by leading the team in executing guest service related responsibilities in order to create an exceptional experience for our guests. The incumbent is responsible for providing hospitable service involving all guest interactions, anticipating their needs, solving problems, and coaching and training staff to exceed our guests’ expectations. They are to provide inspiring and strategic leadership while directing the activities of the Front Office in support of the mission, core values, standards and goals established by the company.

• Oversee the operations of the Front Office department, ensuring the implementation and execution of KQA and BSA standards.
• Provide hands- on training and continuous coaching to subordinates, supervising and directing the execution of service related tasks to ensure the efficient and professional operation of the Front Office.
• Foster Grand Performer commitment to providing intuitive service and model desired service behaviors in all interactions with Guests and Grand Performers.
• Maintain complete knowledge and ensure compliance of company policies and standard operating procedures.
• Create and distributes work schedules adequate for operational needs.
• Plan and organize daily shifts. Effectively delegate tasks and responsibilities to subordinates, audit work for accuracy and monitor outcomes 
• Oversee budget process for the Front Office and control operating and labor expenses. 
• Uses Peak Performance to optimize the guest service experience, while operating within labor budget/occupancy levels.
• Create the guestroom occupancy forecast, manage the departmental budget and participate in P&L meetings when requested.
• Take ownership and solve problems. Provide guidance and support, empowering subordinates to solve problems and resolve guest issues
• Conduct monthly meetings with subordinates to proactively solve problems, respond to questions and create a positive productive work environment
• Train, mentor, and develop Grand Performers to the standards of a world class property and intuitive service experience. Assist in developing leaders and bench strength through the implementation of the Job Coach program
• Conduct Grand Performer coaching and counseling, progressive discipline, 90 day reviews and Annual Performance Appraisals.
• Have a thorough knowledge of product, including room types, amenities, services and brand standards
• Develop, acknowledge and track guest preferences
• Stay informed of sales strategies, packages, promotions and discounts, and understand the impact on other departments
• Demonstrate effective sales techniques to upsell rooms, amenities and products
• Review GSS scores, comment cards, guest satisfaction results and other data; takes corrective action as appropriate
• All other duties as assigned, planned or unplanned

We are pleased to offer to our full-time associates a comprehensive and competitive benefits package designed to support your health, well-being, and financial future.  

Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance 401(k) Retirement Plan with employer matching contributions Paid holidays Paid vacation Paid sick leave (provided in accordance with applicable law) Employee assistance program (EAP) Educational opportunities / Tuition reimbursement Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law   

For Employees Based in Washington:  8 paid holidays per year Up to 20 days of paid vacation per year, based on classification and length of service Paid Sick & Safe Time accrues at 1 hour for every 30 hours worked, with up to 72 hours of unused time carried over from one anniversary year to the next.  

For Employees Based in Colorado:  8 paid holidays per year; employees working in the City of Denver receive 64 hours of designated holiday time per calendar year Up to 20 days of paid vacation per year, based on classification and length of service 6 days or 48 hours of Paid Sick Leave per year, accrued at 1 hour for every 30 hours worked.  

For Employees Based in California:  8 paid holidays per year Up to 20 days of paid vacation per year, based on classification and length of service, capped at 1.5x annual accrual rate; non-supervisory employees working in the City of Los Angeles accrue up to 22 days of Compensated Time Off, based on length of service capped at 192 hours of combined PST and CTO.  Paid Sick Time accrues at 1 hour for every 30 hours worked, unused time is carried over from one anniversary year to the next up to a maximum of 80 hours; employees working in the City of Los Angeles are provided 40 hours of Paid Sick Time annually on their anniversary, unused time is not carried over from one anniversary year to the next.   

Please note that certain benefits described above for associates in Washington, Colorado, and California may vary for associates covered by a Collective Bargaining Agreement (“CBA”). For such associates, eligibility for and the terms and conditions of benefits are governed by the applicable CBA and any applicable plan documents, and may differ from the benefits described above. In the event of any conflict or inconsistency, the terms of the applicable CBA and governing plan documents will control, as applicable.    **The above-referenced benefits do not apply to part-time positions

This company is an equal opportunity employer.

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Pay Range (US/Canada/EMEA): $95,000 to $100,000