Front Office Director

Job Description
The Director of Front Office supervises all Front Office departments, including the Front Desk, PBX, Concierge, Guest Service, and Skier Services. They are responsible for ensuring exceptional guest satisfaction across all Front Office operations, adeptly resolving guest concerns with professionalism and efficiency.
Candidates for this role should recognize its evolving nature within senior leadership at the property, demonstrating adaptability in various situations. They must consistently offer feedback and innovate to enhance engagement among guests and team members alike. The Director of Front Office must also grasp the distinction between a leader and a manager, aspiring to embody the former.
Essential Duties and Responsibilities
Ensures compliance with all companypolicies and procedures.
Represents Westgate Resorts professionally at all times.
Leads Managers, Supervisors, and frontline team members in the Front Desk, PBX, Skier Services, Concierge, and Guest Services departments.
Responsible for the overall direction, coordination, and evaluation of these units.
Provides exemplary customer service personally and through the entire staff to resort guests.
Demonstrates a thorough understanding of Forbes standards and holds self and staff accountable to these standards consistently.
Integrates Front Office, PBX, Skier Service, and Guest Services into a cohesive department.
Responsible for the financial success of the Front Office, PBX, Skier Service, and Guest Services departments.
Innovates and executes process improvements, guest enhancements, and employee engagement initiatives.
Manages room product and inventory.
Collaborates with the Engineering department for general maintenance, and major projects.
Oversees hiring, advising, coaching, disciplinary actions, and termination within the current purview.
Trains and mentors all associates, emphasizing growth and instilling pride.
Champions continuous improvement towards Forbes 5-star service standards.
Proficient in department procedures, systems (e.G., property PMS, Hotsos, Medallia, Salto, Kipsu, Office 365, Fusion), and other necessary tools to efficiently address guest and team member concerns.
Analytical mindset to identify and improve processes, procedures, and systems.
Ensures seamless arrival and departure processes involving all relevant departments.
Promotes collaboration across departments for property-wide success.
Adaptable and willing to learn, including re-learning processes as needed.
Assists in annual budgeting for departments under the Front Office Director purview.
Oversees bi-weekly payroll.
Steps in to assist departments as needed, such as check-in/out, valet parking, managing luggage, and guest reservations.
Acts as Manager-On-Duty in the absence of the Director of Operations or General Manager.
Reviews night audit for billing accuracy.
Monitors Medallia, TripAdvisor, and other social platforms consistently, addressing guest concerns promptly.
Conducts regular one-on-one meetings with team members.
Holds self and direct reports to high standards of professionalism, service, and continuous improvement.
Ensures guest concerns are logged into profiles and resolved before guest departure.
Performs other duties as assigned.