OVERVIEW:

The Director of Front Office is responsible for supervising the Front Office department and ensuring that the standards of the operation are maintained and are working in harmony with established financial, customer service and team member satisfaction goals. As a department head, you will work with managers and team members to successfully execute all Front Office operations, including guest arrival and departure procedures. You will ensure that service and product standards are maintained while working with the Director of Rooms to implement programs that increase customer quality and service. You will also oversee the execution of team member recognition within the department along with interviewing, hiring, training and coaching all Front Office team members. Versatility and the ability to communicate effectively will be helpful as you oversee the entire department and work to maximize revenue and profit while still ensuring optimal guest and team experience and satisfaction.

ESSENTIAL FUNCTIONS:

• Monitor budgets and payroll records and review financial transactions to ensure that expenditures are authorized and budgeted.
• Oversee training, evaluating, counseling, disciplining, and motivating and coaching employees.
• Speak using clear and professional English; answer telephones using appropriate etiquette.
• Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
• Ensure Front Office employees and management are properly trained to standards and able to carry out the operations of each department.
• Administer performance evaluations for all departmental employees.
• Ensure that all complaints regarding service and/or accommodations are investigated and resolved.
• Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees.
• Comply with quality assurance standards.
• Follow company and department policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; wear nametag; maintain confidentiality of proprietary information; protect company assets.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Stand, sit, or walk for an extended period of time.
• Have access to reliable transportation and follow attendance policy

ADDITIONAL POSITION DUTIES:

• Respond to any reasonable task assigned by Director of Rooms.
• Facilitate regular Front Office meetings.
• Assist in other areas of the operation as needed.
• Develop and maintain ongoing education programs.
• Notify Loss Prevention/Security of any reports of theft.
• All other duties as assigned.

OTHER:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled mandatory training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Castlerock policies and procedures for the safe and effective operation of the hotel’s facilities. Employees who violate company rules and regulations will be subject to disciplinary action, up to and including termination of employment.

DISCLAIMER:

The above job description is not an exhaustive list of all of the duties and responsibilities of the position, nor should it be construed as a contract. As with all positions at Castlerock, employment is “at will” or voluntary on both the part of the employee or employer. That’s means employment can be terminated by either party with or without notice and/or with or without cause.