Description

• Manages day to day operation of the Front Office, including covering MOD shifts as necessary.
• Ensure all guest requests and complaints are responded to in a timely manner. Set and monitor goals for guest responsiveness using the property work order system (Alice or similar).
• Oversee guest complaint resolution and Incident Log reporting.
• Oversee VIP and amenity program.
• Ensures compliance with all Front Office policies, standards and procedures.
• Target guest engagement and delight; monitors guest satisfaction scores and reviews/surveys, ensure timely responses, and takes corrective actions as needed. Drive department goals for positive guest reviews and survey scores (particularly on Trip Advisor).
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.
• Develop, update, and maintain all Front Office SOPs and policies, and conduct regular audits to ensure compliance with brand standards.
• Attend the weekly Owner's meeting and manager meetings.

• Interview, recruit, train, develop, and lead the Front Office Team.
• Responsible for scheduling of employees to business demands, including third party and contract employees (e.g. valet); tracks employee time and attendance.
• Reviews staffing levels to forecast to ensure the guest service, operational needs, and financial objectives are met.
• Ensures all employees have proper supplies, equipment, and uniforms.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the departmental goals to produce desired results.
• Conduct regular, formal 1 to 1 performance reviews with the Front Office team.
• Ensures employees understand expectations and parameters; property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to policy.
• Observes service behaviors of employees and provides feedback to individuals, including employee recognition.
• Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Participates in employee progressive discipline procedures and actions non-performance according to the established HR guidelines of the company.
• Provide guidance and direction to ensure overall departmental success versus predetermined KPI's. Create and nurture a culture of exceeding set targets.

• Collaborate with the Director of Operations, Director of Finance, other department heads and managers, and Corporate Office on all required reporting, such as forecasts, monthly P&L reports, ownership reports, etc.
• Prepare the annual Front Office department budget, planning department goals, and directing team members in order to achieve budgeted goals.
• Manage budgetary and capital expenses, including regular inventory of all required OS&E.
  
  • Ensure department adherence to all financial policies, including but not limited to credit and cash handling procedures, guest disputes/chargebacks, credit limit and authorizations, deposits, third party billing forms, etc.
  • Understands the importance of department's operation on the overall property financial goals and educates staff on details as appropriate; manages to achieve or exceed budgeted goals.

• Represent Dream Hotel Group and the Hotel in a professional manner at all times.
• Participate on committees and special projects as needed.
• Stay up to date on competitors' offerings, market trends, and overall industry trends.
• Travel as necessary to different properties, venues, industry trade shows, etc. within the region and overseas, to study benchmarks and represent the hotel.
• Travel as necessary to Corporate Office and other Company hotels.
• Perform all reasonable requests assigned by the management team.
• Attend and participate in all scheduled meetings and training sessions.

• High school diploma or GED; minimum 3 - years experience in Front Office in a luxury hotel in a senior management position, OR
• 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or related major; minimum 2-years experience in Front Office in a luxury hotel in a senior management position.
• Experience working in a lifestyle luxury hotel environment strongly preferred.
• Must be able to communicate fluently to the level of 'business English' in all forms of communication.
• Additional languages proficiency is a plus.
• Business acumen and forward-thinking approach to analyzing business opportunities, proposing cost-management initiatives and efficiencies, short and long-term goal planning, budgeting, forecasting, business planning and profit and loss analytics.
• Excellent interpersonal skills, with the ability to quickly establish and maintain positive relationships with: Ownership, Corporate Office, the hotel's leadership team, employees, clients, vendors, and the wider external community.
• Demonstrated ability and experience in successfully leading and coordinating team members in a high volume, pressurized and time-sensitive environment, and the ability to prioritize or adjust workloads to meet deadlines.
• Ability to develop and maintain effective operating and control processes designed to deliver maximum operating efficiency, while ensuring strict adherence to established operating criteria.
• Ability to effectively handle dynamic challenges in the workplace; adept in anticipating, preventing, identifying, and solving problems, complaints, and concerns as necessary.
• Ability to effectively and confidently present financials, strategies, and other presentations in both oral and written form to all concerned stakeholders.
• Ability to work flexible schedules, and be present as required by business demand.
• Proficient in computer systems including the full Microsoft Suite, Opera PMS Cloud, and commonly used hospitality systems including but not limited to: work order systems (Alice/Nuvola/HotSOS); CRS; purchasing / inventory platforms.
• Knowledgeable in all prevailing health and safety guidelines, and specifically COVID-19.