Director of Front Office

Reporting to the Director of Rooms, the Director of Front Office Operations is responsible for meeting & exceeding the needs of our three constituents: Colleagues, Owners, and Guests through the smooth and efficient operation and profitability of the Front Office and related departments.

RESPONSIBILITIES:

• Oversee operations of the following departments: Guest Reception, Royal Service (PBX), VIP Services/Rooms Controller, Concierge and Guest Services.
• Establish and maintain a good working relationship between the hotel and local community affairs.
• Maintain standards of conduct and appearance as outlined in hotel policies. 
• Participate in communication meetings within all related departments to front office
• Adhere to the code of business conduct
• Ensure Department Heads from the Front Office have adequate training and career development to ensure solid succession planning
• Ensure inter-departmental communication and cooperation in the interest of better guest satisfaction
• Adhere to the Accorhotels Environmental Plan lead by Planet 21 committee
• Oversee hiring, training and performance management of all Front Office Colleagues
• Ensure all guest comments and complaints relating to the Front Office departments are responded to and properly followed-up per company policy
• Ensure operational budget for all Front Office departments is adhered to and all operating and labor costs are controlled
• Ensure that Revenue Management policies and procedures are understood and put into practice by all Guest Reception staff
• Ensure the safety and well being of all guests and co-workers by having a working knowledge of crisis and emergency procedures
• Lead Front Office Departments to maintain a superior level of guest satisfaction using Forbes Travel Guide and LQA standards.  
• Lead Front Office Departments to maintain superior colleague engagement as measured in the annual Employee Opinion Survey.  
• Must be able to present to and effectively communicate with large audiences
• Assist with the preparation of the annual budget and ongoing forecasts to ensure accurate revenue, expense, productivity, and efficiency levels
• Develop performance goals with action plans that will ensure continuous improvement in all areas of service
• Ensure Talent & Culture policies and Collective Bargaining Agreement requirements are followed and appropriate forms are completed in a timely manner for payroll deadlines
• Ensure proper follow up and resolution of all outstanding issues in a timely manner
• Stay current on industry/competitive trends and make recommendations for improvement

QUALIFICATIONS

• Bachelor’s Degree or 4 yrs combined of Front Office experience in a senior leadership role.
• Superior communication, verbal and writing skills.
• Impeccable grooming standards
• Excellent Guest Service skills
• Strong time-management skills
• Must be able to meet deadlines on time with accuracy
• Able to speak an additional language is a bonus
• Must have “Hands on” approach in leading a team
• Must have flexible work schedule as business dictates needs.
• Excellent at building relationships with all departments.
• Union Experience preferred
• Strong decision maker
• Not a desk job – must be “present” on the floor 50% of time

What is in it for you:

• Employee benefit card offering discounted rates in Accor worldwide
• Learning programs through our Academies
• Opportunity to develop your talent and grow within your property and across the world!
• Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
  
  What you will be doing:
• Lead and manage all aspects of the Rooms departments and ensure all service standards are followed with friendly and engaging service
• Handle guest concerns and react quickly, tracking and notifying proper areas to guarantee memorable moments for our guests
• Maximize rooms revenue through participating in yield management meetings and implementing supporting agreed upon Revenue Management strategies and practices
  
  Your experience and skills include:
• Service focused personality is essential and previous leadership experience required
• Prior experience working with Opera or a related system
• Proven ability to build and maintain good relationships with all stakeholders
• Communicate thoughts, actions and opportunities clearly with strong networking skills
• Ability to lead by example, believe in a strong team culture and set the scene for high performance
  
  
  Our commitment to Diversity & Inclusion:
  We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.
  
  Why work for Accor?
  We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
  By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

   

  Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS