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Form of workJob Summary
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PRIMARY OBJECTIVE OF POSITION:
To manage, administer, and supervise the Front Office, Club Lounge, Concierge, Bell, Door departments, to maintain the highest level of courteous, professional, and efficient service to all guests as well as administration and management all Front Office Operations to ensure profitability, control costs and maintain quality standards.
Requirement
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RESPONSIBILITIES AND JOB DUTIES:
· Plan and direct the functions of administration and planning of the Front Office, Club Lounge, Concierge, Bell and Door departments to meet the daily needs of the operation.
· Provide leadership and support to the Front Office, Club Lounge, Concierge, Bell and Door departments, managers, supervisors, and line level colleagues.
· Manages and motivates all Front Office and Club Lounge department managers with daily supervision to include staffing, training, disciplines, scheduling, visual monitoring, performance and adherence to all service and productivity standards to provide exceptional guest experience.
· Ensures that all TLCHI and LHG procedures and policies are in place and followed.
· Act with integrity, including being honest and candid while still maintaining the confidentiality of information where required or consistent with company’s policy.
· Assume responsibility for the day to day running of the Front Office, Club Lounge, Concierge, Bell and Door departments and ensure Show Time is conducted in all areas and all colleagues are fully versed in Langham’s company philosophy, Brand Standards and Forbes service standards.
· Observe both the form and spirit of laws and governmental rules and regulations, accounting standards and company policy.
· Provide DOR/HM with constant feedback on operational and guests issues and daily happenings.
· Anticipate business and operations needs of the department and plan/direct accordingly to meet all business and guest needs.
· Oversee and maintain operation of Flavors of Langham: financials, presentation and outlet upkeep, product selection and rotation.
· Conduct daily briefings and monthly meetings to monitor the operations, service standards, as well as review general business performance with monthly KPI reviews with all departments.
· Greet VIP guests and regular guests on a regular basis to promote the hotel’s goodwill. Establish VIP program and consistency with Guest Relations Manager,
· Review, design, and constantly develop better service procedures and work flows of all operating departments on a continuous basis. Ensure the successful implementation of all company and departmental procedures and workflows. Lead the teams to always ensure the highest quality of service and production.
· Control and analyze, on an on-going basis, to optimize the following:
o Forbes and Brand Audit and mystery shopper reports, conducting audits/controls on regular basis.
o Quantity requirements of Front Office, Club Lounge, Concierge, Bell and Door FF&E
o Quality levels of product and service in Front Office, Club Lounge, Concierge, Bell and Door.
o Guest satisfaction index review- ensure the resolution of guest complaints and correspondence in a timely manner.
o Operating costs and Profits.
· Conduct performance appraisals with the key managers to manage their performance and ongoing development and identify the strengths and weaknesses of respective managers. Develop their full potential to achieve the Company’s goals.
· Coordinate with the Director of Human Resources to conduct such functions as interviewing, hiring, colleague orientation, performance appraisal, coaching, counseling to ensure appropriate staffing and productivity.
· Ensure all Occupational Health & Safety measures are in place. Review and monitor the well-being of the guests and colleagues.
· Is visible in the guest areas during high traffic times and assists all front of house colleagues to ensure smooth operations.
· Train and develop colleagues to the highest possible extent. Ensures that daily training is provided for technical skills, hospitality updates, communication, management, and organizational skills. Leads by example: Provides a high-quality service environment and promotes aggressive and engaging hospitality towards all guests.
· Be well groomed and conform to the hotel’s dress code. Be informed about daily operations and events.
· Be familiar with cultural differences and know correct behavior for each culture and know the different protocols and etiquette.
· Be knowledgeable about all emergency plans and know how to act upon them. Report any unusual occurrences immediately to the Director of Rooms/Hotel Manager.
· Other duties as assigned by the Director of Rooms/Hotel Manager.
SPECIAL SKILLS REQUIRED:
· Thorough knowledge of all Front Office, Club Lounge, Concierge, Bell and Door department operations, and individual job requirements.
· Excellent written, verbal, and organizational skills required.
· Considerable knowledge of computer systems for registration, reservations, and backup systems.
· Above average mathematical comprehension to understand and interpret numbers as they apply to operational in hotels.
· Ability to resolve guests, supervisor, and associate conflicts.
· Ability to effectively manage multiple tasks at all times.
· Ability to listen effectively and write English clearly to communicate with guests and coworkers.
EDUCATION REQUIRED:
College degree in Hotel Administration or related area preferred. Additional education in business related field preferred.
EXPERIENCE REQUIRED:
Minimum 5-7 years’ experience in hotel operations, with 3–5-year progressive leadership roles.
LICENSES OR CERTIFICATES:
CPR Certification and /or First Aid Training preferred. Ability to obtain any government required license or certificate. CHS or CRDE preferred.
EOE, Including Disability/Veterans
Terms of employment
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Full time
