Front Office Director

HHM Hotels; Boston (MA); On-site; USD 120,000 - 180,000; Full time

Job summary

HHM Hotels is seeking a Front Office Director in Boston to lead all front desk operations, inspire teams, and uphold HHM's guest service and sustainability standards. You will interview, hire, train, and coach staff while ensuring compliance with brand guidelines and a commitment to excellence in hospitality.

In this role you will manage budgets and forecasts for the front office, oversee payroll coordination, vendor contracts, and reporting.

Qualifications

• Associate or Bachelor’s degree preferred.
• Intermediate knowledge of hotel operations.
• Large hotel experience preferred.

Responsibilities

• Interview, select, train, schedule, coach and support associates in line with HHM values.
• Oversee front office departments to ensure optimal service and hospitality.
• Monitor guest satisfaction and brand standards; drive improvements.
• Manage budgets, forecasts and capital expenditures for the front office.
• Supervise front office managers and coordinate with sales and accounting.

Skills

Leadership

Guest service excellence

Coaching & training

Budgeting & forecasting

Education

Associate or Bachelor’s degree

Job description

Opportunity: Front Office Director

Manage hotel front office operations in accordance with established guest service and sustainability standards.

Potential Career Path

Assistant General Manager – General Manager – Area General Manager

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with HHM core values.
• Oversee front office departments to ensure an optimal level of service and hospitality are provided to hotel guests.
• Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
• Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.
• Monitor all front of the house financial operations and ensure front office compliance with accounting controls and procedures.
• Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts. Review, submit for approval, and order capital budget items as required.
• Supervise all front of the house department managers.
• Review correspondence from guests and incident logs and direct staff according to information obtained.
• Oversee all vendor and personnel contracts throughout the hotel.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Oversee the property accounting functions including but not limited to Accounts payable and receivables, house bank audits, petty cash as it relates to the front office.
• Coordinate with corporate accounting department to oversee payroll functions.
• Oversee and ensure internal audit standards are met.
• Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and improve maximum occupancy and rates.
• Monitor and maintain the front office systems and equipment to ensure optimum performance.
• Serve on the hotel’s safety committee.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Follow sustainability guidelines and practices related to HHM’s EarthView program.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Position Requirements

• Associate or Bachelor’s degree preferred.
• Intermediate knowledge of overall hotel operations.
• Large hotel experience preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.
• Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching.

What We Believe

People Are Our Capability – Hearts That Serve – Only Excellence – Stay Nimble - Own It

Source: HHM Hotels