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Director of Front Office

Company: Doubletree by Hilton Austin
Location: Austin
Posted on: May 16, 2022

Job Description:

Overview

Oversees the Front Office/Guest Services Department. This position acts as a liaison to outsource the Front Office Management and all aspect of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.
Responsibilities


- Communicates effectively in writing and verbally to provide clear direction to staff.
- Observes team member's performance and encourages for improvement.
- Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services staff.
- Oversees all guest and VIP arrival and departure to ensure highest levels of guest service and makes staffing adjustments as required with Front Office Manager.
- Ensures that training programs of Front Office and Guest Services team members are in compliance.
- Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.
- Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.
- Ensures that all guest surveys are responded to timely.
- Oversees the hotel quality assurance meeting focusing on continuous improvement.
- Ensures that all team members use guest name in a natural manner to ensure warm and personalized service according to Guest Service Delivery Standards.
- Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.
- Monitors special reservation requests, including handling rate changes on in-house guests.
- Computes daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.
- Reviews in-house, arrival and departure guests to ensure credit challenges are avoided.
- Assists Finance department to address all credit challenges.
- Develops individual and team agendas focusing on operational efficiency, quality improvement and or financial benefits.
- Plans, presents and implements training modules and supporting components to ensure all front office employees are kept up with latest customer service techniques and tools.
- Monitors training and employee's progresses to ensure Guest Service Culture Standards are followed. Participates in all necessary training as directed.
- Ensures brand standards are adhered to daily by all team members in the department.
- Interacts positively with team members to foster team spirit and loyalty.
- Seeks opportunities to ensure customer loyalty.
- Prepares team for all Quality Assurance inspections.
- Attends and participates in meetings to ensure the success of the hotel.
- Oversees the monthly departmental meetings for Front Office and Guest Services.

Keywords: Doubletree by Hilton Austin, Austin , Director of Front Office, Administration, Clerical , Austin, Texas

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