Director of Front Office

** Additional Information*
* ** Job Number*
* ** Job Category
** Rooms & Guest Services Operations

** Location
* * The St. Regis Chicago, 401 E Upper Wacker Dr, Chicago, Illinois, United States, 60601

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** Schedule
* * Full Time

** Located Remotely?
** N

** Position Type
** Management

** Pay Range:**  $74,000 - $98,000 annually

** Bonus Eligible:
** Y

** JOB SUMMARY*
* Responsible for all front office functions and staff as well as security staff functions. Areas of responsibility include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates.

Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

** CANDIDATE PROFILE*
* ** Education and Experience*
* - High school diploma or GED; 6 years experience in the guest services, front desk, or related professional area.

OR

- 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 4 years experience in the guest services, front desk, or related professional area.

** CORE WORK ACTIVITIES*
* ** Leading Front Desk, Guest Services, and Security Teams*
* - Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

- Encourages and builds mutual trust, respect, and cooperation among team members.

- Serves as a role model to demonstrate appropriate behaviors.

- Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

- Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

- Ensures recognition of employees is taking place across areas of responsibility.

- Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

- Celebrates successes and publicly recognizes the contributions of team members.

** Managing Guest Services and Front Desk Teams*
* - Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

- Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

- Develops specific goals and plans to prioritize, organize, and accomplish work.

- Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

- Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.

- Supervises and coordinates all activities for luggage attendants, garage valets, door attendants, and concierge.

- Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

- Understands the impact of Front Office operations on the Rooms area and overall property financial goals.

- Manages department controllable expenses to achieve or exceed budgeted goals.

- Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.

- Handle guest complaints and verify that all guest issues are resolved.

** Managing Security Team*
* - Protects property and provides a safe environment for guests and staff.

- Oversees all on-duty security personnel, including dispatcher.

- Supervises and coordinates job assignments and verifies that each officer is briefed on the day's activities.

- Complies information and files written security reports.

** Managing Projects and Policies*
* - Verifies compliance with all Front Office policies, standards and procedures.

- Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.

** Providing Exceptional Customer Service*
* - Provides services that are above and beyond for customer satisfaction and retention.

- Coordinates activities with other hotel departments in order to facilitate incrased levels of communication and guest satisfaction.

- Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

- Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

- Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.

- Displays leadership in guest…