Dir-Front Office

The Director of Front Office provides day to day supervision, direction and leadership to the Front Office department to ensure that revenue goals and guest satisfaction standards are met. Front office areas include Front Desk Agents, and Bell/Door Staff. This position directs and works with managers and employees to carry out procedures ensuring an efficient check in and check out process. Ensures guest and employee satisfaction and maximizes the financial performance of the department. Acting Manager on Duty for operations. Flexible scheduling availability is required including weekends and holidays.

Essential Job Functions:
Oversees front office operations to ensure an optimal level of service and hospitality are provided to hotel guests. Interview, select, train, schedule, coach and support Assistant Managers and associates, ensuring they perform in accordance with established brand or hotel standards. Review and respond to guest surveys and reviews communicating to hotel departments to maintain and improve guest satisfaction scores and brand standards. Review correspondence from guests and incident logs and direct staff according to information obtained. Resolve customer complaints, and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.

Monitor all front of the house financial operations and ensure front office compliance with accounting controls and procedures. Oversee agents to ensure that billing and cash handling procedures are accurate. Ensure that all rates and credit procedures are followed to ensure revenue collection and minimize chargebacks. Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking. Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies. Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.

Other duties as assigned

Skills/Knowledge Required:

• Must possess a positive attitude
• Must be energetic and outgoing
• Must be service oriented
• Must be a team player
• Must be able to multi-task
• Must possess excellent interpersonal, analytical, and organizational skills
• Must have knowledge of basic arithmetic
• Must have the ability to input data and access information on the computer

Physical Requirements:

• Must be able to sit at a desk, walk, and stand for up to four (4) hours
• Must be able to walk and stand for extended periods of time
• Must be able to bend, stoop, squat and stretch
• Must be able to occasionally lift up to 25 lbs.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed
• Requires grasping, writing, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity

Qualification Standards:

Education: College degree preferred.

Experience: 3-5 years previous experience in a similar position in a luxury hotel preferred

Licenses or Certificates: none

Grooming: All colleagues must maintain a neat, and well groomed appearance (specific standards will be provided)

The expected pay range for this position is $90,000 - $95,000

Viceroy Hotel Group is a leading hotel company that combines desirable location, unique design, destination dining and personalized service that touches the heart and soul of our guests. As an industry leader in creativity and innovation, our hotel draws upon the diverse backgrounds and talent of our extraordinary team for optimal success.

Viceroy Santa Monica will consider qualified applicant, including those with criminal histories, in a manner consistent with local "Fair Chance" ordinances.

EOE

Behaviors

• Enthusiastic: Shows intense and eager enjoyment and interest
• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well