What are the responsibilities and job description for the Front Office Director position at Westgate Resorts?
Job Description
The Director of Front Office oversees all Front Office departments including the Front Desk, PBX, Concierge and Guest Service. Ensures guest satisfaction within all facets of the Front Office operation. Resolves guest concerns in a professional and efficient manner. Incumbents for this role must understand that this is an evolving senior leadership position within the property and must be able to adapt to any situation as well as consistently provide feedback and generate ideas to improve guest and team member engagement. The Director of Front Office must understand the difference between a leader and a manager then be or become the former.
As a Front Office Director you will:
Lead Managers, Supervisors and front-line team members in the Front Desk, PBX, Concierge and Guest Services departments.
Responsible for the overall direction, coordination, and evaluation of these units. Carries out leadership responsibilities in accordance with the organization's policies and applicable laws.
Provides exemplary customer service both personally and through his/her entire staff to resort guests
Has a full and complete understanding of Forbes standards and, is able to hold self and staff accountable to those standards on a consistent basis.
Innovates and executes on process improvements, guest enhancements and employee engagement.
Manage room product and inventory.
Work with the Engineering department on room PM, general maintenance and large projects.
Champion continuous improvement up to and beyond Forbes 5 star service standards.
Must be proficient in all procedures, systems and processes within departments to be able to alleviate guest and team member concerns and provide the most efficient and seamless operation possible. Systems include the property PMS, HotSOS, Medallia, Salto, Kipsu, Office 365 programs, Fusion and others as needed.
Have an analytic mindset to identify and correct/improve processes, procedures, and systems.
Understands and ensures that the arrival and departure process is seamless and involves all departments under the current purview.
Break down silos and build relationships with other departments to ensure that we are working as a property and not as individual departments. Have and maintain a ‘global’ outlook on the success of the property.
Assist in the annual budgeting process for all departments that fall under the Front Office Director purview.
Oversee bi-weekly payroll
May be required to step in to assist departments by performing the duties of direct reports. Examples include but are not limited to check-in/out, valet parking, managing luggage, assisting with guest reservations etc.
Serves as a Manager-On-Duty for the resort in the absence of the Director of Operations or General Manager
Consistently monitor Medallia, TripAdvisor and other social platforms and address concerns that are brought forward.
Ensure that guest concerns are logged into the guest’s profile and recover all guest concerns prior to guest departure.
Other duties as assigned.
Qualifications
To perform this job successfully, you must have excellent communication skills and be able to read, write and speak English fluently. Additionally, the person must possess and adhere to the following core values:
Integrity
Passion
Work Ethic
The Director of Front Office oversees all Front Office departments including the Front Desk, PBX, Concierge and Guest Service. Ensures guest satisfaction within all facets of the Front Office operation. Resolves guest concerns in a professional and efficient manner. Incumbents for this role must understand that this is an evolving senior leadership position within the property and must be able to adapt to any situation as well as consistently provide feedback and generate ideas to improve guest and team member engagement. The Director of Front Office must understand the difference between a leader and a manager then be or become the former.
As a Front Office Director you will:
Lead Managers, Supervisors and front-line team members in the Front Desk, PBX, Concierge and Guest Services departments.
Responsible for the overall direction, coordination, and evaluation of these units. Carries out leadership responsibilities in accordance with the organization's policies and applicable laws.
Provides exemplary customer service both personally and through his/her entire staff to resort guests
Has a full and complete understanding of Forbes standards and, is able to hold self and staff accountable to those standards on a consistent basis.
Innovates and executes on process improvements, guest enhancements and employee engagement.
Manage room product and inventory.
Work with the Engineering department on room PM, general maintenance and large projects.
Champion continuous improvement up to and beyond Forbes 5 star service standards.
Must be proficient in all procedures, systems and processes within departments to be able to alleviate guest and team member concerns and provide the most efficient and seamless operation possible. Systems include the property PMS, HotSOS, Medallia, Salto, Kipsu, Office 365 programs, Fusion and others as needed.
Have an analytic mindset to identify and correct/improve processes, procedures, and systems.
Understands and ensures that the arrival and departure process is seamless and involves all departments under the current purview.
Break down silos and build relationships with other departments to ensure that we are working as a property and not as individual departments. Have and maintain a ‘global’ outlook on the success of the property.
Assist in the annual budgeting process for all departments that fall under the Front Office Director purview.
Oversee bi-weekly payroll
May be required to step in to assist departments by performing the duties of direct reports. Examples include but are not limited to check-in/out, valet parking, managing luggage, assisting with guest reservations etc.
Serves as a Manager-On-Duty for the resort in the absence of the Director of Operations or General Manager
Consistently monitor Medallia, TripAdvisor and other social platforms and address concerns that are brought forward.
Ensure that guest concerns are logged into the guest’s profile and recover all guest concerns prior to guest departure.
Other duties as assigned.
Qualifications
To perform this job successfully, you must have excellent communication skills and be able to read, write and speak English fluently. Additionally, the person must possess and adhere to the following core values:
Integrity
Passion
Work Ethic
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