Director of Front Office

The brand new Townplace / Springhill Suites Chelsea is seeking an experienced Front Office Manager who will lead the Front Office staff in the proper execution of Guest Satisfaction and Front Desk service standards. The Front Office Manager will hire team members, manage performance, communicate feedback, administer discipline and train the Front Desk team in the successful performance of their jobs.

The Front Office Manager:

• Ensures service, technical skills, and other training occurs throughout the property to support successful daily operations.
• Establishes a presence with team members on the property and actively solicits team member feedback. Utilizes an “open door” policy and reviews team member engagement results to identify and address team member problems or concerns. Ensures team members are treated fairly and equitably.
• Hires team members who demonstrate strong functional expertise, creativity and leadership to meet the business needs of the operation
• Demonstrates and communicates drivers of guest satisfaction; ensures core elements of the service strategy are in place to produce the desired results
• Is highly visible and interfaces with customers on a regular basis to obtain feedback on quality of product, service levels, and overall satisfaction
• Observes service behaviors of team members and provides feedback to individuals and/or supervisors. Continuously strives to improve service performance
• Reviews financial Departmental statements to understand the department's performance versus budget and expenses.
• Manages costs within the Department budgeted parameters.
• Monitors guest survey results and other data to identify areas of improvement. Reviews findings with hotel team and ensures appropriate action is taken.
• Makes decisions and oversees team performance, removes obstacles to success and ensures adequate resources are available to achieve business results
• Creates a synergistic team and work environment that consistently delivers positive results and continuously strives to improve these results
• Ensures Department meets franchise standards
• Ensures the property is a safe and secure facility for guests and team members
• Communicates and ensures execution of hotel emergency procedures
• Assists the Assistant General Manager in all tasks
• Be fully aware of the general booking situation for the current and future dates, especially during heavily booked periods.
• Extend his/ her scope of supervision beyond the front desk when there is no duty manager available.
• Ensure that credit extended to guests is strictly controlled and that the mode of payment is clearly understood within the limits of the hotel credit policy.
• Familiar with and able to direct all fire, life and safety procedures and train staff in the appropriate fire, life and safety procedure

REQUIREMENTS

• FSD Certification Preferred. Must be capable of completing the requirements for certification of Hotel Fire Safety Director within the first 6-8 months of employment. (Classes and certifications paid by the employer)
• Previous hotel Management experience with proven success in leadership of teams
• Opening Hotel Experience preferred
• Three years of Front Desk Experience preferably with Marriott
• Previous Management experience as a Front Office Manager
• Proven success in guest service results
• College degree preferred
• Strong financial knowledge required
• Knowledge of Microsoft Office, Internet, and property management system (Fosse)
• Ability to work a flexible schedule, including weekends and holidays
• Drive for Results demonstrated through successful performance in prior leadership positions
• Time Management skills to meet commitments across multiple departments and roles
• Customer Focus to consistently deliver optimal employee and Customer Satisfaction
• Salary Compensation 85k-95k