Director of Front Office

Overview

The Nines, A Luxury Collection Hotel, Portland is seeking a Director of Front Office to join their renowned team. The perfect candidate is passionate about service and creating indigenous experiences for each guest. Poised in the heart of the city center, within the walls of the Meier & Frank Building, one of Portland's most beloved landmarks, the Nines honors the structure’s storied past, both in its striking decor and impeccable service.

Individualistic design traits celebrate the surroundings of one of the finest LEED Silver-certified hotels in Portland, providing the opportunity to truly experience the region's unique character. As part of Sage Hospitality
, we strive to be the best and create excellence in everything we do. We are known amongst our staff, our owners, our guests, and our communities as leaders in our field who are authentic, humble, innovative, and flexible operators driven to anticipate needs and exceed expectations.

Salary: USD $75,000 - $85,000 per year.

• Plan and manage the room and related areas’ operations of the hotel to achieve customer satisfaction and quality service while meeting or exceeding financial goals. Responsible for short and long-term planning and day-to-day operations of the room and related areas. Recommends the area’s budget and manages expenses within approved budget constraints.
• Manage the front office, guest services, housekeeping, security and gift shop; may have responsibility for recreation and tennis; may participate in total hotel management as a member of the Hotel Executive Committee.
• Manage human resources functions in the division to attract, retain and motivate employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication, discipline and terminate as appropriate.
• Manage Concierge, Bell, Security, Front Office Department; supervise check-in procedures and ensure guests are satisfied and in rooms as requested; may fill in for various roles within the rooms department as needed.
• Manage guest departure (check-out) to close guest accounts and prepare the room for the next sale; monitor and post monies, receipts, guest accounts and other forms of credit with accurate cash handling to present timely and precise charges.
• Address inquiries and accept reservations, in person and by telephone, communicating hotel rates and information and using suggestive selling techniques to increase occupancy and revenue.
• Maintain good customer relations by staying informed about in-house and area functions to answer questions with timely and knowledgeable responses, in person and on the phone.
• Maximize revenue in each phone/desk transaction and operate PBX equipment for calls, wake-up calls, and guest paging.
• Maintain standard procedures for cash transactions at the front desk; manage personal bank as specified by hotel policy.
• Resolve customer complaints to maintain high levels of satisfaction and quality; maintain a friendly, cheerful, and courteous demeanor; ensure the front desk operation is completed daily.
• Implement emergency procedures and training with security staff to protect guests, staff and assets; work closely with housekeeping and maintenance to ensure property upkeep.
• Hire, motivate and train staff; responsible for financial and hotel goals success.

• Possess a valid driver’s license. May require additional certification up to and including a CDL to drive larger vehicles or as mandated by state law.
• Pass a Motor Vehicle Report background check.
• 5 years of hospitality experience or equivalent high-guest-contact service industry experience.
• Complete knowledge of the Sage Fleet Safety Program, with passing grade on the Professional Courtesy Van Service Examination; daily vehicle safety inspections and completion of Pre-Trip Inspection Form; competent in English (oral and written).

• Experiential knowledge required for management of people and complex problems.
• Ability to study, analyze and interpret complex activities to improve practices or develop new approaches.
• Ability to make decisions with general policies and…