Director of Front Office

Since 1947, The Colony Palm Beach has been the center of Palm Beach social life hosting- U.S. Presidents, European Royalty and welcoming travelers from around the world. Be part of a historic, luxury boutique hotel exhibiting polished charm and ambiance only steps away from world-famous shopping and dining on Worth Avenue and the crystal blue waters of the Atlantic Ocean.

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The Colony Palm Beach is an Equal Opportunity Employer and a Drug Free Work Place.

JOB OVERVIEW:

The Director of the Front Office is responsible for managing the Front Desk and Guest Experience. This successful individual must have experience leading a team in a luxury service environment. This role collaborates closely with Guest Experience, Retail, and VIP Services.

ESSENTIALS JOB FUNCTIONS:

• Manages all Front Office department team associates.

• Must be able to direct, guide, and lead a Front Office and Guest Experience Leadership team.

• Responsible for hiring, training, counseling, and disciplining all Front Office team associates.

• Schedule manager and associates responsibly handle business needs and flex as needed.

• Is accountable for Guest Experience results and performance from Guest Satisfaction, Forbes Travel Guide, and Social Media surveys in areas relating to guest arrival and departure experiences.

• Prepares staff schedules to ensure the best operational effectiveness within budgetary guidelines.

• Support human resources functions, including recruiting, selection, orientation, training, performance planning, evaluations, and pay and reward programs.

• Ensure all training plans are submitted before a new employee attends orientation.

• Conduct weekly meetings with managers to ensure communication is current and up to date.

• Assign projects to support and motivate the leadership team in supporting Forbes Five Star training and delivery.

• Ensures the front office always has the correct information and proper equipment to complete department functions; and prioritizes and organizes all projects that pertain to improving front office functions.

• Responsible for reviewing the daily line-up sheet sent to the hotel.

• Responsible for maintaining proper organization of the front desk and back-office areas.

• Incorporate/inventory management system for supplies and conduct bi-weekly inspections for proper supplies on hand.

• Communicates effectively both verbally and in writing to provide clear directions to staff.

• Assigns and instructs guest service and front desk agents in work details. Observe performance and encourage improvement.

• Informs and updates executives, peers, and subordinates on relevant information in a timely manner.

• Uses creative management skills to solve problems.

• Ensures compliance with The Colony standards are met to ensure consistent high quality guest relations.

• Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgment.

• Handles guest relocations as required.

• Provides guestroom and hotel tours. Must be familiar with all hotel services, including spa, beach, recreation, and hotel dining options.

• Assists other guest services areas with daily operations and supervision.

• Manages Operations to ensure profitability, control costs, and quality standards to ensure total guest satisfaction.

• Administration of all personnel files, including training records. Responsible for all personnel administrative records, including monitoring payroll vacation requests, portages collection, and assisting in monitoring distribution sales/payout gratuities.

• Attend weekly/monthly leadership meetings.

• Conduct monthly front office department meetings and on time.

• Ensure the training and development of all associates, including direct reports, is consistent.

• Collaborate with all departments to ensure cross-communication is open to all departments.

• Perform front desk duties in high-demand times.

• Other duties as deemed appropriate by the management leadership.

Qualifications

QUALIFICATIONS:

• Must have excellent interpersonal skills.

• Ability to read, write, speak, and understand English to communicate effectively with guests and employees.

• Ability to access and accurately input information using a moderately complex computer system, including property management systems.

• Knowledge of Microsoft Office, specifically Word and Excel.

• Strong knowledge of Opera and all applicable software programs. Must be able to multitask using multiple software applications at any given time.

• Ability to understand guest needs and expectations and deliver superior customer services with little input from others.

• Must be an excellent communicator in all aspects of his/her job, including coworkers and guests.

• Always looking for the best interest of both guests and the resort.

• Ability to perform a job with attention to detail and effectively organize and handle multiple tasks.

• Must handle difficult situations and hold team associates accountable.

• Effective verbal and written communication skills in English a must.

• Must be able to work in teams and involve others in decision-making when applicable.

• Ability to be flexible in availability to accommodate hotel occupancy and business demand.

• Forward thinking, sharp trainer skills, and ability to mentor and develop team members.

• Ability to successfully motivate and lead a team through leading by example.

• Ability to plan and organize large or multiple projects and complete them within deadlines.

• Maintain high visibility resulting in a minimum of 70% of time spent on the floor with the teams.

• Support the bell and front drive services when needed for coverage.

• Must have a flexible schedule, including availability on weekends, evenings, and holidays as needed or directed.

Education/Experience Requirements:

• Minimum of 2 years as a Director of Front Office experience working in a luxury hotel/environment environment.

• Assistant Director of Front Office with 3 years or more of luxury background would also be considered.

• Managed and led a team of Supervisors and hourly associates.

• Familiar with Forbes, LQA standards, and training.

• A degree in hospitality or hotel management is preferred.