Front Office Director

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Are you a hard-working and motivated person looking to join one of Nashville's newest hotel operations? Do you possess a natural talent for sharing warmth and positivity with those around you? Do you wish to learn and grow within a nurturing and dynamic environment every day? If so, La Quinta Inn & Suites Nashville Downtown/Stadium is seeking an experienced Front Office Director to join the team at our brand new hotel!

The La Quinta Nashville Downtown requires exemplary presentation and guest service at all times. Guests are to be addressed with "yes, sir", "yes, ma'am", "absolutely" and "my pleasure" with each and every interaction. This elevated sense of decorum and consideration, while required and essential, comes with training and expectations that will take any associate to the next level of their guest service abilities and further their career potential. Please consider this prior to submitting an application, as it will be discussed as one of the first steps in the interview and hiring process.

Job Summary

The Front Office Director is responsible for the administration of all Front Office functions and the supervision of staff on a daily basis. Front Office areas include Guest Services Experts, Front Desk Agents and Night Auditors. This position directs and works with managers, supervisors and employees to carry out procedures ensuring efficient arrival and departure processes and the maximizing of guest satisfaction. Reporting directly to the General Manager's office, the Front Office Director ensures guest and employee satisfaction, facilitates brand loyalty and maximizes the financial performance of the department.

Education & Experience

• Previous management in Front Desk, Guest Services or other hotel Rooms Division department experience required.
• High School diploma or equivalent required.
• Associate's Degree or higher preferred.
• Opera PMS experience preferred.
• Skill in use of Microsoft Office strongly preferred.

Physical Requirements

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards.
• Flexible and long hours sometimes required, with a minimum of 48 hours worked per week.
• Medium work - Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Move over sloping, uneven, or slippery surfaces as well as up and down stairs and/or service ramps
• Ability to move at a speed required to respond to work situations (e.g., run, walk, jog).
• Ability to stand during entire shift.

General Requirements

• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all levels of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Schedule, coordinate and direct departmental meetings.
• Maintain regular attendance in compliance with Continental Inns of America standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by senior management.

Fundamental Requirements

• Supervise staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Provide management and coordination of parking, including oversight of the exterior parking lot and parking garage.
• Ensure regular ongoing communication with employees to create awareness of business objectives and communicate expectations, recognize performance and produce desired results.
• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocate sound financial/business decision making; demonstrate honesty/integrity; lead by example.
• Encourage and build mutual trust, respect, and cooperation among team members.
• Provide services that go above and beyond for guest satisfaction and retention.
• Improve service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and individual coaching when needed.
• Respond to and handle guest problems and complaints.
• Set a positive example for guest relations.
• Empower employees to provide excellent guest service.
• Observe service behaviors of employees and provide feedback to individuals.
• Interact with guests to obtain feedback on quality of product, service levels and overall satisfaction.
• Oversee coordination of supply deliveries for various departments.
• Supervise and manage employees. Manage all day-to-day operations. Understand employee positions well enough to perform duties in employees' absence.
• Oversee all doorperson services to all arrival guests including guiding and introduction by name to the Front Desk.
• Oversee all bellperson services and the providing of luggage porterage to guest rooms.
• Maintain detailed knowledge of hotel rooms and services to provide information to all guests as needed.
• Maintain detailed knowledge of local directions and provide to guests as needed.
• Oversee storage and retrieval of guest luggage.
• Ensure and maintain all cash handling policies.
• Work with Sales department to ensure departmental familiarity with all in-house groups and bus parking needs.
• Have knowledge of emergency procedures and assist as needed.
• Serve as Manager On Duty for hotel as business needs dictate.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Be able to perform and complete all tasks and duties on relevant shift checklists in a timely and efficient manner.
• Must be able to speak, read, write and understand English.
• Maintain a clean work area.
• Perform other duties as requested by senior management.
• Maintain a warm and friendly demeanor at all times.

Supporting Human Resource Activities

• Support the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

• Solicit employee feedback and utilize an “open door” policy.

• Bring issues concerning employee satisfaction to the attention of the General Manager's office.

• Assist as needed in the recruitment, interviewing and hiring of employee team members with the appropriate skills.

• Support a departmental orientation program for employees to receive the appropriate new hire training to successfully perform their job.

• Participate in employee progressive discipline procedures.

Continental Inns of America is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Continental Inns of America is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, […], family or parental status, or any other status protected by the laws or regulations in the locations where we operate. We will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.

Job Type: Full-time

Pay: Up to $47,500.00 per year

Benefits:

• Dental insurance
• Employee discount
• Free parking
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Evenings as needed
• Holidays
• Nights as needed
• Weekends as needed

Work setting:

• In-person

Ability to Relocate:

• Nashville, TN 37213: Relocate before starting work (Required)

Work Location: In person