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.
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