Director of Front Office

Job Description
We are currently seeking passionate and dynamic guest-focused Front Office professionals who pride themselves on their ability to deliver extraordinary levels of customer service and provide creative solutions to our guests.
As Director of Front Office, you are responsible for all pertinent matters affecting guest service and hotel operations and to maximize hotel revenue while delivering excellence at every opportunity. The role involves controlling the availability of rooms and the day-to-day functions of the Front Office, such as handling guest arrival and departure, information requests, and will include key responsibilities such as:

1. Ensure guests receive prompt attention and personal recognition throughout their stay in the hotel, respond to guest needs and resolve any issues that may arise resulting in the highest possible guest satisfaction.
2. Plan and implement the application of availability controls to those market segments, which will maximize hotel room, food & beverage and other revenues where applicable.
3. Maintain a high performance standard among guest contact employees to ensure they are knowledgeable, friendly, and courteous at all times.
4. Inform the management via reports about the results of trends or guest impressions and problems in the hotel affecting the guest or the operation.
5. Work closely with the Housekeeping Department to turn rooms around with a minimum of lost time and to allocate arriving guests appropriately.
6. Participate in decisions involving occupancy goals, marketing strategies, and development of rates.

Education, Qualifications & Experiences
You must be a college/university degree graduate with a minimum of two years of experience in a similar role. You should be computer literate with working knowledge of hotel property management systems such as Opera; understand sales systems such as Micros and have the ability to communicate in English clearly, fluently, and effectively in writing and reading.

Knowledge & Competencies
The ideal candidate will be a hands-on professional with a solid front office background and excellent customer relations, problem-solving, and time management skills. You will be result-oriented, proactive, an innovative thinker with the ability to lead, motivate, and improvise in all situations and you should possess the following competencies:

• Understanding the Business
• Influencing Outcomes
• Planning for Business
• Team Building
• Valuing Diversity
• Leading People
• Adaptability
• Drive for Results
• Customer Focus
• Managing Operations