Director - Front Office - Franchise

Director - Front Office - Franchise

Job Requirements

1. Manages and motivates all front office team members, including hiring, supervision, training, counseling, and scheduling to ensure adherence to all service and productivity standards for guest satisfaction.
2. Checks and controls room reservations, front office systems, supplies inventory, scheduling, forecasting, and department budget to maximize revenue. Compiles and prepares financial reports, including rate and availability calendar. Reviews, submits for approval, and orders capital budget items as required.
3. Communicates with guests and team members both verbally and in writing to answer questions and provide clear direction in advising and instructing team members in details of work. Organizes, conducts, and/or attends meetings to obtain and disseminate pertinent information.
4. Guides team members to provide superior service, maintain a healthy, professional appearance, and a positive working attitude. Monitors team member performance and encourages improvement.
5. Implements and monitors all corporate marketing programs, including HHonors and guest comment programs.
6. Interacts positively with customers and takes action to resolve problems to the satisfaction of all parties involved.
7. Assists in check-in/check-out of guests or any related guest service activity.
8. Constantly monitors throughout the hotel and troubleshoots problems.
9. Reviews MOD logs/MOD reports and guest comments to follow up on guest concerns.
10. Coordinates team members and logistics for all major group movements and special requirements (e.g., alternative luggage storage for large groups, transportation).
11. Attends training programs, which may include travel.
12. Attends departmental communication meetings and operational area meetings.
13. Complies with Hilton Rules, Policies, and Regulations for the safe and efficient operation of the hotel.
14. Performs any other tasks assigned by the General Manager.

Work Experience

1. Considerable knowledge of computer systems for registration, reservations, and backup systems.
2. Above-average mathematical comprehension to understand and interpret numbers as they apply to hotel operations.
3. Ability to read, write, speak, and understand the English language to communicate with guests and team members.
4. Thorough organization and supervisory skills proficient in accomplishing tasks.
5. Ability to develop subordinates to enhance advancement in the hotel and corporation.
6. Ability to analyze complex statistical data and make judgments accordingly.
7. Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.
8. High School graduate or equivalent required.

Disclaimer

This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel's employment practices, including recruiting, hiring, salary, benefits, and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible for compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.