Director of Front Office

Company: HEI Hospitality, LLC
Location: San Francisco
Posted on: February 3, 2025

Job Description:

About UsThe Jay, Autograph Collection is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay is an ode to classic San Francisco, peppered with bits of nostalgia but led mostly by its modern structure and sophisticated style. Our goal is to delight our guests with the element of discovery and authentic connection to the city, its neighborhoods, and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service as a "friend-in-the-know" when it comes to engaging our luxury lifestyle guests.OverviewOversees the Front Office/Guest Services Department. This position is responsible for all aspects of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.Responsibilities

• Communicates effectively in writing and verbally to provide clear direction to staff.
• Observes team member's performance and encourages improvement.
• Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services staff.
• Oversees all guest and VIP arrival and departure to ensure highest levels of guest service and makes staffing adjustments as required with Front Office Manager.
• Ensures that training programs of Front Office and Guest Services team members are in compliance.
• Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.
• Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.
• Ensures that all guest surveys are responded to timely.
• Oversees the hotel quality assurance meeting focusing on continuous improvement.
• Ensures that all team members use guest names in a natural manner to ensure warm and personalized service according to Guest Service Delivery Standards.
• Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.
• Monitors special reservation requests, including handling rate changes on in-house guests.
• Computes daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.
• Reviews in-house, arrival, and departure guests to ensure credit challenges are avoided.
• Assists Finance department to address all credit challenges.
• Develops individual and team agendas focusing on operational efficiency, quality improvement, and financial benefits.
• Plans, presents, and implements training modules and supporting components to ensure all front office employees are kept up with the latest customer service techniques and tools.
• Monitors training and employee's progress to ensure Guest Service Culture Standards are followed. Participates in all necessary training as directed.
• Ensures brand standards are adhered to daily by all team members in the department.
• Interacts positively with team members to foster team spirit and loyalty.
• Seeks opportunities to ensure customer loyalty.
• Prepares team for all Quality Assurance inspections.
• Attends and participates in meetings to ensure the success of the hotel.
• Oversees the monthly departmental meetings for Front Office and Guest Services.Qualifications
• High school graduate or equivalent required. Four-year college degree preferred.
• Minimum of three years of front office management hotel experience required.
• Minimum of two years department head level hotel experience required.
• Labor Union experience required.
• Ability to effectively deal with team members and customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger and collect accurate information.
• Excellent interpersonal skills to provide overall guest satisfaction.
• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to access and accurately input information using a moderately complex computer system.
• Ability to read, write, speak, and understand the English language to communicate effectively with guests and team members.
• Ability to work under pressure and deal with stressful situations during busy periods.BenefitsHEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness. For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal, and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'You Decide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.
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Keywords: HEI Hospitality, LLC, Rancho Cordova , Director of Front Office, Executive , San Francisco, California