Luxury Front Office Director

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 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.