Director of Front Office

The Westin Anaheim Resort
Anaheim, CA

Posted February 7, 2020

Director of Front Office

JOB OVERVIEW: Responsible for all Front Office functions and staff. Areas of responsibility include Bell Staff, Service Express, Guest Services, and Front Desk, Club Lounge. As a department head, directs and works with managers and employees to successfully execute all Front Office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates.

WORK REQUIREMENTS:

Supervisor Responsibilities

  • This position has approximately 6 Manager direct reports and 30 hourly indirect reports.
  • Direct the day to day operations of the Front Desk, Bell Staff, Service Express, Guest Services and Club Lounge.
  • Responsible for supervision of employee performance, training and coaching.
  • This position carries out supervisory responsibilities in accordance with the organization’s policies, procedures and applicable laws.
  • Interview, hire, process references, including new hire paperwork to company standard, for all front desk staff in compliance with state and federal laws and company policy.
  • Set specific goals and objectives for all the employees in the Front Office Departments.
  • Establish and communicate performance criteria to all employees and reinforces specific performance goals with subordinate employees, and provide feedback. 
  • Appropriately disciplines and create performance improvement plans for employees, for any performance related issues.
  • Maintain proper staffing levels for all operating departments according to the hotels’ business levels.
  • Review with managers and staff the schedules on a weekly basis to ensure business needs and budgeted levels are being met.
  • Communicates with team members, both verbally and in writing, to answer questions and provide clear direction in advising and instructing staff in details of work, policies and procedures.
  • Provides timely, real-time feedback to management and hourly associates on service and operational standards; including feedback on all levels of service and operational details.

Maintaining Property Standards

  • Providing Exceptional Customer Service.
  • Handles guest problems and complaints effectively.
  • Empowers employees to provide excellent customer service.
  • Displays leadership in guest hospitality by exemplifying excellent customer service and creating a positive atmosphere for guest and employee relations.

Managing Profitability 

  • Prepare employee schedules according to business forecast, payroll budget guidelines and productivity requirements.
  • Work with the Front Office staff on all shifts and prioritize their work assignments.
  • Processes payroll and is responsible for scheduling in line with the monthly labor budget.
  • Assist in developing financial forecasts and actively participate in monthly profit and loss review meetings.

Managing and Conducting Departmental Activities

  • Celebrates successes and publicly recognizes the contributions of team members.
  • Establishes and maintains open, collaborative relationships with employees.
  • Ensures employees are treated fairly and equitably.
  • Provides feedback to employees based on observation of service behaviors.
  • Supervises employee’s ability to execute departmental and property emergency procedures.
  • Ensures disciplinary procedures and documentation are completed according to Standard and Local Operating Procedures (SOPs and LSOPs) and support the Peer Review Process.
  • Ensures property policies are administered fairly and consistently

Major areas of responsibility include but are not limited to:

  • Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
  • Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and at any time of day.
  • Monitor and maintain cleanliness, sanitation and organization of assigned work areas.
  • Ensure all in-house group activities, locations and times set and communicate to staff.
  • Maintain a working knowledge of all hotel and departmental policies and procedures.
  • Empowers associates to provide excellent customer service.
  • Ensures on-going communication occurs in all areas of responsibility to create awareness of business objectives, awareness of expectations and recognition of exemplary performance.
  • Assist in monitoring and developing team member performance to include, but not limited to, providing supervision, scheduling, conducting counseling and evaluations, providing professional development and delivering recognition and reward.
  • Verify brand required and service programs are in place and executed properly.
  • Communicates with key departments (Housekeeping, Engineering, Food & Beverage, Reservations and Sales and Event Planning) to ensure luxury / 4 Diamond guest experience from arrival to departure.
  • Communicate closely with Housekeeping and Maintenance regarding discrepancies and ensure a luxury / 4 Diamond experience quality of rooms division.
  • Respond to all guests' requests, problems, and concerns presented in person or through comment cards, letters and/or phone calls, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.

Position Requirements

  • Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
  • Must be able to multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
  • Maintain regular attendance in compliance with Handbook policies.
  • Maintain high standards of personal appearance and grooming, which include wearing name tags.
  • Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
  • Complete designated cashier and closing reports in the property management system.
  • Count bank at the beginning and end of shift if used. Balance and drop receipts according to accounting specifications.
  • Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
  • Must be able to understand and evaluate complex information, data, etc. from various sources to meet appropriate objectives.
  • Perform other duties as requested by management.
  • Experience in elevated guest service (4-5 Diamond, 4-5 Stars) highly preferred.
  • Assistant Director / Director Leadership experience in large property (Rooms 600 +) highly preferred.

EDUCATION & PHYSICAL REQUIREMENTS

  • High school diploma or GED; 6 years experience in the guest services, front desk, or related professional area.
  • 2-year degree from an accredited University in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 5 years experience in the guest services, front desk, or related professional area.
  • Opening Hotel experience preferred.
  • Demonstrated skills in supervising and leading an operations team to revenue goal achievement.
  • Hotel industry work experience, demonstrating progressive career growth and a pattern of exceptional performance.
  • Must be able to work days, nights and weekends.
  • Must be able to walk for long periods of time.
  • Must be able to sit, walk, bend and stoop throughout day.
  • Frequently use hands for keyboard and arms to reach.
  • 5+ years’ experience as a Director of Front Office 500+ room Hotel/Resort.
  • Luxury Hotel experience preferred.

LICENSES/ CERTIFICATIONS:

  • Valid driver's license required.

COMMUNICATION REQUIREMENTS:

  • Able to communicate effectively in English; both verbally and in writing.
  • Should be able to effectively deal with internal and external customers, collect accurate information and resolve problem.


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The Westin Anaheim Resort

618 Room Hotel

Coming Fall 2020: Enjoy the next level in luxury family vacations!

Adjacent to the Anaheim Convention Center and across from The Disneyland® Resort, the newly constructed, 618-room AAA 4-Diamond hotel will not only be a place for convention goers but also a stunning luxury retreat for leisure travelers.


Highlights:

  • Directly across from The Disneyland® Resort
  • Exclusive fireworks views from private balconies 
  • Adjacent to the Anaheim Convention Center
  • Amazing panoramic views from the rooftop bar
  • Four innovative and exciting restaurants and bars
  • Westin Heavenly Beds® for a great night's sleep
  • 47,000 square feet of meeting space
  • 8 acres of lushly landscaped grounds
  • Concierge lounge
  • Outdoor pool
  • Expansive state of the art fitness facilities