Director of Front Office
Company: Crescent Hotels & Resorts
Location: San Diego
Posted on: March 1, 2025
Job Description:
Job Overview: Provide guidance and leadership to the Front
Office, ensuring consistent compliance with hotel policies and
quality guest service. Indirectly offers supervision for the entire
hotel as well as making policies and developing plans for carrying
out work programs.Reports to: General ManagerEssential Job
Functions:
- Implement and manage hotel's daily quality process including
goal communication, associate improvement, compliance with Crescent
standards of product and performance, service recovery and problem
resolution. Disseminate feedback from comment cards, guest
satisfaction and service failure measurements and coach
accordingly.
- Interview, hire, train, recommend performance evaluations,
resolve problems, provide open communication, and recommend
discipline and/or termination when appropriate.
- Communicate both verbally and in writing to provide clear
direction to staff.
- Observe performance and encourage improvement. Monitor hotel
occupancy and make staffing adjustments accordingly. Supervise and
review cost and inventory controls.
- Field guest complaints, conducting thorough research to develop
the most effective solutions and negotiate results. Prepare written
correspondence to guests. Listen and extend assistance to resolve
problems such as price conflicts, insufficient heating or air
conditioning, etc. Remain calm and alert especially during
emergency situations and heavy hotel activity. Plan and implement
detailed steps or problem resolution by using experienced judgement
and discretion.
- Supervise the budgeting, forecasting, training, motivating, and
staffing of the Front Office including Front Office, Bell Staff,
Reservations, Concierge, Guest Services, and Transportation
Services.
- Plan, organize, chair, attend and/or participate in various
hotel meetings such as: Staff Meeting Rooms Division Meetings,
Executive Committee Meetings, Quality Teams Meetings, etc.
- Comply with attendance rules and be available to work on a
regular basis.
- Perform any other job-related duties as assigned.Compensation:
$73,000 to $83,000Required Skills and Abilities:Must have the
ability to communicate in English. Self-starting personality with
an even disposition. Always maintain a professional appearance and
manner. Can communicate well with guests. Must be willing to
"pitch-in" and help co-workers with their job duties and be a team
player. Requires the exercise of considerable managerial skill as
position involves frequent decisions, meeting of deadlines,
negotiations of contracts of vendors, analytical ability and the
planning, organization development and coordination of large-scale
work projects. Ability to effectively deal with internal and
external customers, some of whom will require high levels of
patience, tact, and diplomacy to defuse anger and collect accurate
information and resolve conflicts. Ability to observe performance
and detect signs of emergency situations and respond with proper
action.Equal Opportunity Employer/Protected Veterans/Individuals
with Disabilities
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Keywords: Crescent Hotels & Resorts, San Diego , Director of Front Office, Administration, Clerical , San Diego, California
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