Director of Front Office

Director of Front Office at Paramount Hospitality Management™

Location:

Orlando, FL

Employment Type:

Full-time

$60,000.00/yr - $65,000.00/yr

• On the job training
• Growth Opportunities
• Competitive Pay rates
• Benefits (Medical, Dental and Vision available 1st day after 60 days)
• Company Paid Life Insurance
• Paid Time Off
• Special Recognition Programs
• Team Member Discounts

• The ideal candidate will be responsible for all front office functions and Team Members; areas of responsibility include Bell Staff, PBX and Guest Services/Front Desk.
• As a department head, directs and works with managers and Team Members to successfully execute all front office operations, including guest arrival and departure procedures.
• Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

• 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.

• 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 guests on a daily basis.
• 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 the Front Office goals to produce desired results.
• 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.

• Provides services that are above and beyond for customer satisfaction and retention.
• Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.
• Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.
• Strives to improve service performance.
• Empowers employees to provide excellent customer service.
• Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
• Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.
• Responds to and handles guest problems and complaints.
• Observes service behaviors of employees and provides feedback to individuals and/or managers.
• Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Establishes challenging, realistic and obtainable goals to guide operation and performance.
• Solicits employee feedback, utilizes an open door policy, and reviews employee satisfaction results to identify and address employee problems or concerns.
• Ensures employees are treated fairly and equitably.
• Manages employee progressive discipline procedures for Front Office Staff.
• Administers the performance appraisal process for direct report managers.
• Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the…