Director of Front Office

Summary of Position:

The Director of Front Office is responsible for overseeing the Front Desk and Bell Attendant teams, while maintaining an environment whose goal is superior guest service and satisfaction, built on the Marc & Rose Hospitality Culture: Making Space for Genuine Hospitality. This role will be fully involved in plans to maximize revenue and profits in their department while maintaining a service oriented work environment. This position will work closely with all levels of associates and management throughout the resort and will be expected to build and maintain strong relationships that foster a high level of interdepartmental teamwork and communication.

Essential Functions:

• Maintain financial responsibilities including managing the annual budget for the front office in partnership with the Director of Rooms and General Manager.
• Review monthly P&L reports, monitoring labor costs to budget, comparing payroll projections to actuals.
• Understand and enhance the technology, service standards, and strategic staffing within the front office to enhance the guest experience while increasing department revenue.
• Manage staffing levels for front office and bell attendants, interview and select candidates for hire.
• Review and approve training materials, monitor all testing, coaching, mentoring, and recognition tools.
• Monitor and respond as needed to all online and guest submitted surveys while using these tools to look for property enhancement opportunities.
• Monitor daily room inventory.
• Attend assigned meetings and communicate pertinent messages to staff, including attendance at Leadership Meeting, GSS, Resume/BEO reviews, etc.
• Lead department goal planning, continuous improvement projects, and recurring training efforts. Maintain the quality and availability of the physical tools needed for success in the front office.
• Empower team and self to handle difficult guest situations and guest challenges to ensure satisfactory results for all concerned.
• Implement new resort procedures, as necessary.
• Perform Manager-On-Duty shifts and all associated functions of that position including, but not limited to, reporting and handling guest complaints.
• Other resort supportive functions, which may include Sales blitzes, site tours, inspecting guest suites, relieve front office departments for breaks/lunches, etc.
• Comply with The Scott Resort and Marc & Rose Purpose and Pillars, and code of conduct, as set forth in communications.
• Other tasks as assigned by the Director of Rooms and/or the General Manager.

Qualifications:

Education: College degree preferred

Experience: Prior resort management experience required, rooms division preferred.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

Ability to train and supervise with strong leadership skills

Ability to make quick and efficient decisions to benefit the team and guests

Ability to memorize and perform Marc & Rose Purpose and Pillars, AAA four-diamond standards, and department standards

Ability to use a moderately complex computer system and troubleshoot software problems

Knowledge of Property Management systems (Opera, Springer Miller, TravelClick, etc., and third party extranets)

Knowledge of Management Reporting tools

Personal Characteristics:

Behaves ethically

Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language

Professional Appearance: Exhibits an appearance appropriate for a four-diamond resort (Specific grooming standards are available for review)

Working Conditions:

This position is a safety-sensitive position. Under the law, safety-sensitive positions are defined as positions where the employee operates, repairs, maintains or monitors the performance or operation of a motor vehicle, equipment, machinery, or power tools. Safety-sensitive positions may also include jobs where the tasks or duties required of the employee could affect the safety or health of the employee performing the task or others.

This is a full time exempt position. Actual hours may vary dependent on business needs but will generally fall between 5:00am and 10:00pm. Attendance as scheduled is a critical element in all positions at The Scott Resort & Spa.

The Scott Resort’s leaders and team members believe each guest should be treated with respect and professionalism. We create memorable experiences, inviting our guests to return. In order to be successful at The Scott Resort, team members must share both our Purpose (Making Space for Genuine Hospitality) and Pillars (Hands On & Heartfelt, Sincere & Focused, Collaborative & Curious, and Conscientious). This includes possessing and demonstrating a high level of courtesy and respect for both internal and external guests. Our fun, friendly and naturally grand associates treat every guest as if they were our only guest. A true customer focus is essential to success with our property.

Source: Marc & Rose Hospitality