Front of House Director

JOB OVERVIEW:

Under the general guidance of the Director of Rooms and General Manager, the Front of House Director is responsible for overseeing the daily operations of the Front Office, Bell Stand, Concierge Departments. The Front of House Director will ensure seamless guest experiences, upholding brand standards, and leads a team focused on delivering exceptional hospitality.

YOUR KEY RESPONSIBILITIES:

• Lead and manage Front Office departments to ensure outstanding guest service and smooth day-to-day operations.

• Maintain highest levels of guest service and ensure consistency with Delano Brand Standards.

• Oversee scheduling, training, and performance management of the Front Office staff.

• Collaborate with other departments to coordinate guest services and ensure efficient problem resolution process.

• Analyze front office metrics and support revenue management strategies, and hotel’s profitability.

• Monitor guest feedback and implement service improvement strategies.

• Ensure full compliance with health, safety, and hotel policies and procedures.

• Drive team member engagement and team development through regular training and coaching.

• Mentor, coach and guide staff on working successfully in a team atmosphere.

• Ensure all necessary reports and forms are completed daily.

• Any other reasonable duties as assigned by the supervisor or manager.

• We recognize we are in the hospitality industry and that may require us to provide lateral service. 

• We will on occasion call for each individual in the team to, on a routine basis perform various related tasks as needed in the spirit of providing exceptional guest service. SPECIFIC JOB KNOWLEDGE & SKILLS:

• High school Diploma or equivalent education required. Bachelor’s Degree preferred

• Minimum 5 years in a leadership role preferably in an upscale or luxury lifestyle brand hotel

• Strong knowledge of hotel operations including Front Desk, Concierge, Bell, Guest Services and solid knowledge of front desk protocol and experience working with high profile guests.

• Strong knowledge of property management systems such as Opera Cloud, SynXis.

• Strong verbal and written communication skills in English

• Must be able to stand or walk a minimum eight-hour shift.

• Must be able observant and quick to respond to various situations while also multitasking and handling stressful situations.

• Must be able to twist, tow (push or pull), reach, bend climb and carry objects as necessary.

• Ability to push 20lbs+ consistently.

• Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.

• Additional language ability is preferred.

• All team members must maintain a neat, clean and well-groomed appearance. Specific department uniform guidelines and/or required articles of clothing will be explained to you by your supervisor. All your information will be kept confidential according to EEO guidelines.