Director of Front Office

Driftwood Hospitality Management’s company culture empowers our associates to take initiative, be proactive, and contribute to the success of their property with well-defined strategies and objectives. Driftwood Hospitality Management is renowned for our fully integrated approach to hospitality services — all with outstanding client service. Our team is made up of the best talent in the hospitality industry, down to every employee, position, and hotel.
The Hilton Southlake Town Square is one of Hilton’s most prestigious properties in North America. We have continuously been ranked in the top 10% year after year in Guest Service and Overall Cleanliness. Our 248 room luxury property is located in Southlake, Texas overlooking beautiful Southlake Town Square!
We offer employee discounts at all Hilton Hotels, Employee of the Quarter program, free meals, Team Celebration each quarter and a fun environment to work in!

JOB SUMMARY

The Front Office Manager is fully responsible for all aspects of the Front Desk, coordinates the Front Office activities of the Hotel and resolves problems arising from guest complaints, reservation and room assignment activities, and unusual requests and inquiries by performing the following duties personally or through subordinate supervisors.

ESSENTIAL JOB FUNCTIONS

This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. The Hotel operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting times, and hours worked in a week.

• Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
• Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
• Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
• Effectively trains guest service agents on proper front desk procedures.
• Recruits, interviews, and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
• May prepare weekly schedules for Front Office staff.
• Address performance deficiencies of Front Office staff through coaching and disciplinary actions.
• Complete performance evaluations for Front Office staff timely.
• May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
• Oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals. Attend to guest and group special needs and solve tricky problems with confident graciousness.
• Keep a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit.
• Skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
• Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
• Required reports are timely and of a quality that can be shared with corporate.
• Rates are accurate and monitored daily.
• Is proficient at managing inventory in the property management system.
• Frequently meets with and reviews work generated by the night auditor.
• Maintains regular attendance and is consistently on time.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.
• Act as Manager on Duty when duty calls.

KNOWLEDGE, SKILLS & ABILITIES

The Hotel may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below, when applicable

• A four-year college degree or equivalent education or experience is required, with two to three years in a related hotel company position.
• Discipline-specific hospitality industry and general hotel department knowledge and supervisory experience is expected.
• Excellent verbal and written English communication skills are required.
• Must be able to handle cash or credit transactions and have Microsoft Office and Excel proficiency.
• General office equipment and cash register operation knowledge is expected.

• Works with the hotel General Manager to achieve and exceed guest satisfaction scores in all areas of the hotel.
• Responsible for satisfaction scores for the front desk operations. Addresses any deficiencies in the area immediately.
• Works with the corporate training department to develop action plans as necessary to achieve expected guest satisfaction scores.
• Effectively trains guest service agents on proper front desk procedures.
• Recruits, interviews, and selects, in conjunction with the General Manager, the most qualified candidates for front desk positions.
• May prepare weekly schedules for Front Office staff.
• Address performance deficiencies of Front Office staff through coaching and disciplinary actions.
• Complete performance evaluations for Front Office staff timely.
• May be responsible for posting weekly guest satisfaction scores for hotel associates to see and review.
• Oversee and manage the Front Office to ensure efficient operations and impeccable guest care, helping to achieve profit goals. Attend to guest and group special needs and solve tricky problems with confident graciousness.
• Keep a pulse on daily revenue and expenses to minimize loss, manage expense and maximize profit.
• Skillfully manage the Front Office staff by creating an environment where motivated people want to join, learn, do their best, and advance. Lead a diverse team by modeling the way, by empowering, and coaching throughout the employment lifecycle.
• Ensures guest service agents are in compliance with clean, neat uniforms and name badges.
• Required reports are timely and of a quality that can be shared with corporate.
• Rates are accurate and monitored daily.
• Is proficient at managing inventory in the property management system.
• Frequently meets with and reviews work generated by the night auditor.
• Maintains regular attendance and is consistently on time.
• Maintains high standards of personal appearance and grooming, which include compliance with the dress code.
• Performs any other duties as requested by supervisor.
• Act as Manager on Duty when duty calls