• Director of Front Office

    Job Locations US-CA-Redwood City
    Posted Date 1 week ago(2/11/2020 2:49 PM)
    Requisition ID
    2020-11177
    # of Openings
    1
    Category
    Front Desk
    Position Type
    Regular Full-Time
    FLSA Status
    Exempt
    Location : Location Name
    Pullman Hotel San Francisco Bay
  • About Us

    Welcome to Pullman San Francisco Bay Hotel, where our world is your playground. A prime destination for business travelers and tourists alike, our Service by Pullman culture ensures that our focus is on providing the best experience for our guests. Our associates enjoy many exciting benefits such as shift meals daily and team breakfasts twice a month. We also offer Kaiser benefits for all hourly associates. What are you waiting for? Join our team today!

    Overview

    Oversees the Front Office/Guest Services Department. This position acts as a liaison to outsource the Front Office Management and all aspect of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.

    Responsibilities

    • Communicates effectively in writing and verbally to provide clear direction to staff.
    • Observes team member’s performance and encourages for improvement.
    • Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services staff.
    • Oversees all guest and VIP arrival and departure to ensure highest levels of guest service and makes staffing adjustments as required with Front Office Manager.
    • Ensures that training programs of Front Office and Guest Services team members are in compliance.
    • Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.
    • Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.
    • Ensures that all guest surveys are responded to timely.
    • Oversees the hotel quality assurance meeting focusing on continuous improvement.
    • Ensures that all team members use guest name in a natural manner to ensure warm and personalized service according to Guest Service Delivery Standards.
    • Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.
    • Monitors special reservation requests, including handling rate changes on in-house guests. 
    • Computes daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.
    • Reviews in-house, arrival and departure guests to ensure credit challenges are avoided.
    • Assists Finance department to address all credit challenges.
    • Develops individual and team agendas focusing on operational efficiency, quality improvement and or financial benefits.   
    • Plans, presents and implements training modules and supporting components to ensure all front office employees are kept up with latest customer service techniques and tools.
    • Monitors training and employee’s progresses to ensure Guest Service Culture Standards are followed. Participates in all necessary training as directed.
    • Ensures brand standards are adhered to daily by all team members in the department.
    • Interacts positively with team members to foster team spirit and loyalty.
    • Seeks opportunities to ensure customer loyalty.  
    • Prepares team for all Quality Assurance inspections.
    • Attends and participates in meetings to ensure the success of the hotel.                                       
    • Oversees the monthly departmental meetings for Front Office and Guest Services.

    Qualifications

    • High school graduate or equivalent required. Four year college degree preferred.
    • Minimum of three years of front office management experience required.
    • Minimum of two year department head level experience required.
    • Ability to effectively deal with team members and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Excellent Interpersonal skills to provide overall guest satisfaction.
    • Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
    • Ability to access and accurately input information using a moderately complex computer system.
    • Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.Ability to work under pressure and deal with stressful situations during busy periods.

    Benefits

    HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

    For your physical and mental wellness we offer competitive Medical, Dental and Vision insurance programs geared to you and your family's needs as well as Vacation/Sick/Holiday benefits. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.

     


    HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

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