Director of Front Office - Franchise

The Director of Front Office is responsible for the overall leadership, administration, and management of Front Office operations at Hilton Santa Fe Buffalo Thunder Resort and Casino- AAA Four Diamond proprty. The position directs all Front Office functions, including: guest service and registration, valet, concierge, lobby representatives, call center, PBX, room inventory, service standards, staffing, cost controls, profitability, and departmental performance while ensuring the effective use of hotel systems and adherence to established policies and procedures.

The Director also develops and implements strategies to enhance the guest experience, maximize room revenue, improve operational efficiency, and uphold exceptional standards of service consistent with AAA Four Diamond hospitality, while continuously advancing select service elements toward AAA Five Diamond standards. The position analyzes operational and financial data, develops Front Office employees, and collaborates with other departments to achieve hotel-wide business objectives.

. KEY RESPONSIBILITIES: 

• Direct all Front Office functions, including guest service, registration, room inventory, lobby operations, concierge, valet, call center, PBX and departmental administration.. 

• Establish and maintain Front Office policies, procedures, service standards, and operating practices consistent with hotel and company standard

• Monitor guest feedback, service trends, satisfaction results, and operational concerns to identify opportunities for improvement

• Develop and implement strategies to enhance the guest experience and drive long-term service quality.

• Ensure guest concerns are addressed promptly and effectively using sound judgment, discretion, and appropriate service recovery practices

• Work collaboratively with other hotel departments to coordinate operations and resolve issues affecting the guest experience

• Monitor room availability, rates, promotions, and other revenue-related activities and coordinate with Sales, Marketing, Revenue Management, and Reservations as appropriate

• Monitor Front Office payroll, staffing levels, operating expenses, and departmental costs to support profitability and budget objectives

• Promote a culture of hospitality, accountability, professionalism, and continuous improvement throughout the Front Office

• Drive employee engagement and retention through performance management, professional development, recognition, and career-growth opportunities

• Serve as Manager on Duty as assigned and provide leadership and decision-making support during operational issues, emergencies, and high-occupancy periods

• Performs other duties and responsibilities as assigned or required

REQUIRED QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES): 

• Strong knowledge of hotel Front Office operations, guest services, registration, room inventory, reservations, valet, concierge, call center and hospitality practices that meet and exceed             AAA Four/Five- Diamond levels. 

• Strong leadership, supervisory, coaching, and employee-development skills.

• Ability to manage departmental operations, establish priorities, and make effective decisions in a fast-paced hotel environment. 

• Ability to read, write, speak and understand the English language to communicate effectively with guests and employees. 

• Ability to effectively deal with internal and external customers, including individuals requiring patience, tact, diplomacy, and conflict-resolution skills. 

• Strong organizational and time management skills with the ability to manage multiple priorities and deadlines.. 

• Ability to work under pressure and deal with stressful situations during busy periods.

• Must be at least 21 years of age

REQUIRED EDUCATION OR COMBINATION OF EDUCATION AND EXPERIENCE: 

• High School Diploma or GED.
• Four-year college degree in Hospitality Management, Business Administration, Hotel Management, or a related field preferred..

• Previous experience managing or leading a hotel Front Office department preferred 

• Valid driver’s license required 

• Must be at least 21 years of age

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT: 

• Standing-30% /Walking-30% /Sitting-40%. 
• Exposure to varying levels of noise and, in designated areas, cigarette smoke 
• Some light lifting, carrying, pushing, and pulling up to 30 lbs.
• All ergonomic aids are made available to reduce repetitive motion syndrome. 
• Frequent use of computers, telephones, and other office technology..
• Shift work is required, including evenings, weekends, holidays, and overtime based on business needs. 
• Position may be required to respond to emergency calls and provide operational support outside of scheduled hours.