Director of Front Office Operations

The Director of Front Office Operations is responsible for the operation of the front desk, associates and bell staff. Ensure all staff responds to guest requests in an attentive, friendly, efficient and courteous manner, providing all guests with luxury service prior to and throughout their stay, while maximizing room revenue and occupancy. Respond to telephone and in-person inquiries regarding reservations, hotel information and guest concerns. Serve as manager on duty during most nights and weekends. The Director of Front Office Operations will promote an atmosphere that ensures customer and associate satisfaction. This position reports directly to the Assistant GM and requires a strong attention to detail and the ability to effectively deal with guests, other departments and team members. As Director of Front Office Operations you will be responsible for driving company success through performing the following tasks to the highest standards: Job description:

• Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
• Ensure all guests are being treated in an efficient and courteous manner and that all Opal standards are being applied
• Responsible for on-boarding, training and directing new department employees
• Ensure all Front Office quality standards are followed and that all policies and procedures are consistently applied
• Work in conjunction with accounting to maintain and minimize levels of account receivables and adjustments
• Coordinate activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction
• Maximize room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
• Set departmental objectives, work schedules, budgets, policies, and procedures
• Manage the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest's expectations
• Ensure the timely completion of performance appraisals
• Monitor the appearance, standards, and performance of the Front Office Team Members with an emphasis on training and teamwork
• Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area, and are continuously trained to learn and understand policies and practices
• Ensure luxury service levels are being delivered consistently
• Facilitate the resolution of any concerns for the guest and/or refers and follows-up with appropriate personnel
• Bring any unusual circumstances to the AGM for review
• Maintain a Manager's Daily Log
• Listen to the guest issues and resolves in a timely manner
• Recruit, manage, train and develop the Front Office team
• Comply with hotel security, fire regulations and all health and safety legislation
• Act in accordance with policies and procedures when working with front of house equipment and property management systems
• Carry out any reasonable request by management of which the employee is capable of performing

Job requirements:

• Local candidates only
• High school diploma or equivalent
• At least 2 years of full service, luxury resort Front Office Manager experience required
• HSM experience preferred
• Flexible schedule to include evenings, weekends and holidays
• Schedule, 5-6 days based upon business demands. 48 hours/week
• The position requires effective time management and strong leadership communication skills. Must have the ability to communicate in English, both written and spoken
• Will work efficiently in a multi-task environment with numerous departments throughout the hotel. Excellent guest service is a must!

Benefits:

• Health Insurance
• Dental Insurance
• Life Insurance
• Vision Insurance
• 401(k)
• Complimentary Associate Parking
• Complimentary Meals for every shift worked
• Hotel Discounts with OPL
• Friends and Family Discount at Opal Grand
• Short Term Disability
• Discounts available for food + beverage and retail outlets

Compensation: * Compensation negotiable based upon candidate experience The company also conducts post-offer employment verifications, motor vehicle, and criminal background checks. We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.