Director of Front Office

About This Opportunity 

Lead. Motivate. Elevate. The Mining Exchange Hotel has been renovated top to bottom and launched as North America’s first Registry Collection hotel. The foundation is set, the vision is clear—now the hotel needs a strategic, financially driven, and culture-focused General Manager to lead it to delivering results. This is an opportunity to drive both top- and bottom-line success, mentor and develop a high-performing team and deliver an exceptional guest experience.

Located in the heart of downtown Colorado Springs, The Mining Exchange infuses historic grandeur into a modern lifestyle hotel. With an elegant yet unpretentious atmosphere, this hotel is a hub for travelers and locals alike—a place where guests don’t just stay, they exchange ideas, experiences, and moments. With dynamic F&B venues, refined accommodations, and a prime location, The Mining Exchange has unlimited potential.

Why The Mining Exchange?

This is more than just a hotel—it’s a landmark. A nexus of history and future opportunity. A place where guests gather, celebrate, and unwind. A place of triumph and transformation. And, with your leadership, a force to be reckoned with in Colorado Springs.

Dig in. Own it. Lead the charge. 

About The Hotel

Mining Exchange Hotel was built in 1902 as a stock exchange for local mining companies, The Mining Exchange Hotel offers a one-of-a-kind experience in the heart of downtown Colorado Springs. Our elegant, yet casual public spaces, and guestrooms are all newly renovated.

Job Role

As a Director of Front Office strives to continually improve guest and employee satisfaction, maximize the financial performance of the department and monitor compliance with standards and procedures.

Your specific duties in this role will include:

• Manages and leads the Front Office, Reservations, PBX, Bell Services and Valet departments
• Accomplishes human resource objectives by recruiting, selecting, orientating, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures
• Achieves guest services operational objectives by contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
• Maintains guest confidence by maintaining service levels and inspiring repeat visits
• Maintains a safe, secure, and healthy environment by establishing, following, and enforcing standards and procedures; complying with legal regulations
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations. Enhances hotel reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments

OTHER FUNCTIONS:(This list of other functions is not exhaustive and may be supplemented and changed as necessary.)

Leading Guest Services Teams

• Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
• Encourages and builds mutual trust, respect, and cooperation among team members.
• Serves as a role model to demonstrate appropriate behaviors.
• Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.
• Celebrates successes and publicly recognizes the contributions of team members.
• Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team

Maintaining Guest Services and Front Desk Goals

• Develops specific goals and plans to prioritize, organize, and accomplish your work.
• Handles complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Maintains a strong working relationship with all departments to support property operations and goals and to expedite the resolution of any problems that may arise through the general operation of the property.
• Intervenes in any guest/employee situation as needed to ensure the integrity of the property is maintained, guest satisfaction is achieved, and employee well-being is preserved.
• Ensures that regular on-going communication is happening with employees to create awareness of business objectives and communicate expectations, recognizes performance, and produces desired results.
• Comprehends budgets, operating statements and payroll progress reports as needed to assist in the financial management areas of department.

Ensuring Exceptional Customer Service

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
• Serves as a leader in displaying outstanding hospitality skills.
• Sets a positive example for guest relations.
• Responds to and handles guest problems and complaints.
• Empowers employees to provide excellent customer service.
• Observes service behaviors of employees and provides feedback to individuals.
• Strives to improve service performance.
• Provides immediate assistance to guests as requested.
• Ensures employees understand customer service expectations and parameters.
• Participates in the development and implementation of corrective action plans to improve guest satisfaction.

Implementing Projects and Policies

• Implements the customer recognition/service program, communicating and ensuring the process.
• Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPS) and support the Peer Review Process.
• Manages payroll administration.

Conducting Human Resource Activities

• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Participates in employee progressive discipline procedures.
• Uses all available on the job training tools for employees.
• Solicits employee feedback, utilizes an “open door” policy and reviews employee satisfaction results to identify and address employee problems or concerns.
• Supervises on-going training initiatives and conducts training when appropriate.
• Participates in the employee performance appraisal process, providing feedback as needed.

EDUCATION and/or EXPERIENCE:  

• Bachelor’s Degree in Hospitality, Hotel Management (or related field) or equivalent experience\
• 3+ year previous Guest Service management experience, demonstrating ability to develop comprehensive organizational plans and managing people to obtain individual and organizational goals
• Successful completions of a criminal background check
• Proven ability to recruit, motivate and train a team of professionals.

DESIRED QUALIFICATIONS & SKILLS:

• Previous experience at Director level at hotel industry
• Ability to multi-task and prioritize a variety of tasks with minimal direction
• Proven teamwork skills
• Enthusiastic and energetic
• Excellent communication skills

PHYSICAL DEMANDS:  The physical demands described below are representative of those that must be met by an employee to successfully perform the essential duties of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

While performing this job, the employee is regularly required to stand, walk, sit, speak, hear, reach, bend over, stoop, use hands, use fingers, write, see, feel objects, handle paper, wires, pens, boxes, and occasionally kneel.  Occasional lifting or moving may be required of objects of up to 100 pounds of force occasionally; and /or 50 pounds or force frequently and /up to 25 pounds of force constantly to lift, push, pull or otherwise move objects.

Job Type: Exempt

Compensation: $65,000 to $70,000

Benefits:

• 401(k)
• 401(k) matching
• Cell phone reimbursement
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount on hotel stays
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off available 90 days after start date
• Vision insurance
• Hospital Indemnity insurance
• Supplemental Pay: Bonus Incentive Plan, performance based

About The Company

Practice Hospitality manages hotels differently. A growing company with opportunities for advancement, we infuse hotels with style, spirit, and soul. We inspire, innovate and advocate. We deliver results and do well by our owners because we respect the individuality that we all bring to the table, the connectedness of our world and the impact we have on our community.

We are looking for someone who thinks big because, at Practice Hospitality, we value creativity, emotional intelligence, problem solving and innovation. This is an opportunity to be an integral part of a team that supports one another, is empowered, and holds themselves accountable. If you bring your A game every day and pursue excellence with tenacity, we want to invest in your professional and personal growth. But, more than anything, we are looking for good humans who care; about our guests, each other and making every moment together enriching, fulfilling and fun.