The Front Desk Director plays a pivotal role in overseeing the seamless operation of the Front Office, ensuring guests receive attentive, friendly, and efficient service throughout their stay. With a focus on maximizing room revenue and occupancy, this role requires strong leadership skills to guide and supervise the Front Desk team.
Key Responsibilities:
Address guest requests, complaints, and incidents promptly and courteously, ensuring resolution and guest satisfaction.
Provide coaching, motivation, and discipline to Front Desk personnel in alignment with company standards.
Conduct hiring interviews, performance appraisals, and ongoing training sessions for Front Desk staff.
Analyze daily room status, rates, and occupancy to optimize revenue generation.
Supervise Night Audit procedures and ensure accuracy in financial reporting.
Participate in Management on Duty (M.O.D.) program as scheduled.
Collaborate with corporate office on managerial development and competency assessments.
Ensure timely completion of end-of-month reports, payroll compilation, and scheduling.
Maintain adherence to company policies, financial procedures, and hospitality standards.
Operate and maintain Front Office computer systems, ensuring software functionality and data accuracy.
Coordinate reservations and uphold upselling techniques to maximize revenue.
Foster a professional working environment and open communication among departments.
Monitor cash handling procedures and enforce credit policies.
Attend team meetings, staff training sessions, and other managerial functions as required.
Oversee guest services, VIP accommodations, and special requests.
Manage inventory of front office supplies and oversee filing systems for documentation.
Conduct meetings in accordance with company standards and management directives.
Perform other duties as assigned.
Qualifications:
Minimum 5 years of progressive experience in hotel or related field, or equivalent education/experience combination.
Previous supervisory experience required.
Proficiency in Windows operating systems, spreadsheets, and word processing.
Valid driver's license.
Strong communication, problem-solving, and decision-making skills.
Ability to work effectively in high-pressure situations and maintain composure.
Familiarity with financial processes and basic arithmetic.
Commitment to exceptional guest service and hospitality standards.