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SalaryLoews Hotels & Co is a leading owner and operator of luxury hotels with a portfolio consisting of 26 hotels and resorts in the United States and Canada. Located in major city centers and resort destinations from coast to coast, the Loews portfolio features one-of-a-kind properties that go beyond Four Diamond standards and embrace their “uniquely local” community in order to curate exciting, approachable and local travel experiences for guests.
Responsible for overseeing the provision of world-class front office service to hotel guests. Oversees the Front Office Manager and collaborates with him/her on directing the Front Desk, Star Service, Guest Service and Valet operations. Ensures prompt and complete satisfaction of guest requests in a professional and timely resolution of guest complaints are taking place. This role is also responsible for overall management of the Housekeeping Department. Works with the Director of Operations on ensuring that all Loews and hotel programs in the Front office and Housekeeping are up to set standards.
Essential Functions and Responsibilities
- Works with Front Desk, Star Service, VIP, Guest Service and Valet leadership to ensure highest level of service, efficient operations and compliance with all Loews Standards
- Oversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments.
- Monitors, reconciles and communicates accurate occupancy information to all hotel departments
- Supervises all Front Office Manager, Assistant Front Office Managers, Guest Service Manager, VIP Manager, Star Service Manager and Valet Account Manager – and offers guidance and support to entire supervisory and line team
- Assist all Department Managers in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately
- Monitors Service scores and praises or holds department managers accountable for performance
- Monitors and manages labor in all areas
- Works closely with Valet Account Manager and District Manager to ensure operations are meeting Loews expectations
- Mentors and develops Managers and helps them identify career paths
- Works closely with other department heads for any needs in any of the Front Office and Housekeeping areas
- Monitors and ensures adherence to all Loews Hotels Star Service Standards
- Familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in-room movies, video checkout, electronic data capture, Hot SOS and PMS interface control
- Works with Reservation Manager, and Revenue Manager to determine daily room rates based on occupancy and revenue goals
- Ensures all daily tasks at the F.O. are being completed and assisting if necessary
- Oversees training of all Front Office and Housekeeping
- Evaluates individual Director/Manager performance, determining improvement and training needs and advancement requirements
- Develops departmental incentive and staff motivation programs
- Coordinates hotel participation in Loews First and other corporate Marketing programs
- Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction
- Ensures accurate department attendance records and Star Service Recaps are maintained
- Sets goals for Front Office and Housekeeping Department Managers
- Ensures each department operates with sufficient inventories of needed supplies
- Works with Conference Managers, and Sales Managers to satisfy all special group requests
- Ensures the provision of all appropriate information and collateral materials to package guests
- Ensures accurate communication of information to guest regarding all hotel facilities and operating hours
- Attends and participates in departmental meetings for all Front Office Areas
- Ability to make decisions on imperfect information
- Oversees all departmental; budgets, forecasts and schedules
- Keeps the Director of Operations appraised of all significant happenings in both the Front Office and Housekeeping
- Attends all required hotel meetings to keep abreast of in-house activities/promotions and upcoming events; maintain communication with other departments within the hotel
- Holds weekly and monthly department meetings designed to provide necessary contact and operating information for all departmental TM’s
- Other duties as assigned
Supporting Functions and Responsibilities
- Promotes and applies teamwork skill at all times
- Notifies appropriate individual promptly and fully of all problems and/or unusual matters of significance
- Is polite, friendly, and helpful to all guests, management and fellow employees
- Maintains cleanliness and excellent condition of equipment and work area
- Executes emergency procedures in accordance with hotel standards
- Complies with required safety regulations and procedures
- Complies with hotel standards, policies and rules
- Recycles whenever possible
- Remains current with hotel information and changes
- Complies with hotel uniform and grooming standards
Qualifications
- Extensive knowledge of all hotel departments (F.O. & Housekeeping especially)
- Excellent communication skills – oral and written
- Excellent guest service skills
- Knowledge of computer programs utilized in property management
- Able to work a flexible schedule, including weekends and holidays
Education:
- Bachelor Degree in Hospitality Management or related field, or equivalent experience.
Experience:
- Minimum six years in hotel operations management experience as a Division Head
