Director of Front Office

Kessler Collection; Savannah (GA); On-site; USD 120,000 - 180,000; Full time

Job summary

Kessler Hotels in Savannah, GA seeks a Director of Front Office to lead guest services at the JW Marriott Savannah Plant Riverside District. You will guide the team, mentor staff, and ensure outstanding hospitality across all guest interactions.

The role requires a bachelor's degree in Business or related field and 2+ years in a similar leadership position within luxury brands; Opera experience is preferred to optimize guest experiences and operational excellence.

Qualifications

• Bachelor’s degree in Business or related training equivalent – required.
• 2+ years of relevant work experience in similar scope and title – required.
• Experience within Luxury Brand/markets – Required.
• Experience with Opera – preferred.

Responsibilities

• Oversee the operations of the Front Office department, ensuring the implementation and execution of KQA and BSA standards.
• Provide hands- on training and continuous coaching to subordinates, supervising and directing the execution of service related tasks to ensure the efficient and professional operation of the Front Office.
• Foster Grand Performer commitment to providing intuitive service and model desired service behaviors in all interactions with Guests and Grand Performers.
• Maintain complete knowledge and ensure compliance of company policies and standard operating procedures.
• Create and distributes work schedules adequate for operational needs.
• Plan and organize daily shifts. Effectively delegate tasks and responsibilities to subordinates, audit work for accuracy and monitor outcomes
• Oversee budget process for the Front Office and control operating and labor expenses. Uses Peak Performance to optimize the guest service experience, while operating within labor budget/occupancy levels.
• Create the guestroom occupancy forecast, manage the departmental budget and participate in P&L meetings when requested.
• Take ownership and solve problems. Provide guidance and support, empowering subordinates to solve problems and resolve guest issues
• Conduct monthly meetings with subordinates to proactively solve problems, respond to questions and create a positive productive work environment
• Train, mentor, and develop Grand Performers to the standards of a world class property and intuitive service experience. Assist in developing leaders and bench strength through the implementation of the Job Coach program
• Conduct Grand Performer coaching and counseling, progressive discipline, 90 day reviews and Annual Performance Appraisals.
• Have a thorough knowledge of product, including room types, amenities, services and brand standards
• Develop, acknowledge and track guest preferences
• Stay informed of sales strategies, packages, promotions and discounts, and understand the impact on other departments
• Demonstrate effective sales techniques to upsell rooms, amenities and products
• Review GSS scores, comment cards, guest satisfaction results and other data; takes corrective action as appropriate
• All other duties as assigned, planned or unplanned

Education

Bachelor’s degree in Business or related training equivalent

Tools

Opera

Job description

Kessler Hotels

Kessler Hospitality’s portfolio of artistically inspired boutique hotels features unique design, luxurious accommodations, enriching ambiance, and intuitive service. With properties throughout Colorado, Georgia, Florida, North Carolina, and South Carolina, each hotel’s exquisite art, music, and cultural influences are intentionally approachable. Designed to inspire and create unforgettable experiences, Kessler guests are immersed in refined Bohemian luxury, whether at a cutting-edge downtown icon, a premier luxury lodge, Savannah’s entertainment destination, or an elite ski lodge. As the founding member of Marriott’s Autograph Collection, Kessler Hospitality has long championed bold, original hotels, each carefully created with distinctive style and the Individualist traveler in mind.

Yearly

Kessler Hotels

Kessler Hospitality’s portfolio of artistically inspired boutique hotels features unique design, luxurious accommodations, enriching ambiance, and intuitive service. With properties throughout Colorado, Georgia, Florida, North Carolina, and South Carolina, each hotel’s exquisite art, music, and cultural influences are intentionally approachable. Designed to inspire and create unforgettable experiences, Kessler guests are immersed in refined Bohemian luxury, whether at a cutting-edge downtown icon, a premier luxury lodge, Savannah’s entertainment destination, or an elite ski lodge. As the founding member of Marriott’s Autograph Collection, Kessler Hospitality has long championed bold, original hotels, each carefully created with distinctive style and the Individualist traveler in mind.

Location

The AAA Four Diamond JW Marriott Savannah Plant Riverside District is located in the heart of historic Savannah on the Savannah riverfront, with countless activities a short walk away. Explore the downtown Savannah shopping district, eat at one of the hotel's many restaurants, reconnect with friends at our riverside Savannah bars, or embark on one of the city's various walking tours. Once a power plant, Plant Riverside District represents the beauty of progress. Our three unique buildings are enriched in history, from chic architecture in the Power Plant to romantic styling in the Three Muses and contemporary maritime details in the Atlantic. Complete your experience with a relaxing visit to the hotel spa before you enjoy the vibrant nightlife in the entertainment district.

Overview

The overall objective and purpose of the Director of Front Office is to support the Front Office by leading the team in executing guest service related responsibilities in order to create an exceptional experience for our guests. The incumbent is responsible for providing hospitable service involving all guest interactions, anticipating their needs, solving problems, and coaching and training staff to exceed our guests’ expectations. They are to provide inspiring and strategic leadership while directing the activities of the Front Office in support of the mission, core values, standards and goals established by the company.

Responsibilities

• Oversee the operations of the Front Office department, ensuring the implementation and execution of KQA and BSA standards.
• Provide hands- on training and continuous coaching to subordinates, supervising and directing the execution of service related tasks to ensure the efficient
• and professional operation of the Front Office.
• Foster Grand Performer commitment to providing intuitive service and model desired service behaviors in all interactions with Guests and
• Grand Performers.
• Maintain complete knowledge and ensure compliance of company policies and standard operating procedures.
• Create and distributes work schedules adequate for operational needs.
• Plan and organize daily shifts. Effectively delegate tasks and responsibilities to subordinates, audit work for accuracy and monitor outcomes
• Oversee budget process for the Front Office and control operating and labor expenses. Uses Peak Performance to optimize the guest service
• experience, while operating within labor budget/occupancy levels.
• Create the guestroom occupancy forecast, manage the departmental budget and participate in P&L meetings when requested.
• Take ownership and solve problems. Provide guidance and support, empowering subordinates to solve problems and resolve guest issues
• Conduct monthly meetings with subordinates to proactively solve problems, respond to questions and create a positive productive work environment
• Train, mentor, and develop Grand Performers to the standards of a world class property and intuitive service experience. Assist in developing
• leaders and bench strength through the implementation of the Job Coach program
• Conduct Grand Performer coaching and counseling, progressive discipline, 90 day reviews and Annual Performance Appraisals.
• Have a thorough knowledge of product, including room types, amenities, services and brand standards
• Develop, acknowledge and track guest preferences
• Stay informed of sales strategies, packages, promotions and discounts, and understand the impact on other departments
• Demonstrate effective sales techniques to upsell rooms, amenities and products
• Review GSS scores, comment cards, guest satisfaction results and other data; takes corrective action as appropriate
• All other duties as assigned, planned or unplanned

Qualifications

• Bachelor’s degree in Business or related training equivalent – required
• 2+ years of relevant work experience in similar scope and title – required

Experience Within Luxury Brand/markets – Required

Experience with Opera – preferred