Assists the Director of Rooms in the smooth and efficient running of the Front Office department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.

Spends time in public areas observing associate-guest interaction and talking with guests, working through Heads of Department to coach associates in guest service skills as necessary.

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Maximizes associate productivity through the use of multi-skill, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

Proactively manages costs based on key performance indicators, working through the respective Heads of Department as appropriate.

Constantly evaluates local, national and international market trends, vendors and other hotel operations to make sure that the hotel’s own operations remain competitive and cutting edge.

Oversees the Rooms experience from check-in to check-out for all guests, working through each Head of Department to ensure a seamlessly perfect guest experience and make adjustments where necessary.

Meets and greets regular and VIP guests as appropriate, ensures the proper handling of all of their reservations, room assignments and check-in experience.

Conducts annual Performance Development Discussions with Heads of Department and supports them in their professional development goals. Ensures that they in turn conduct annual Performance Development Discussions with their associates.

Assists the Director of Rooms in the smooth and efficient running of the Front Office department, ensuring that all the policies and procedures outlined in the Departmental Operations Manual are strictly adhered to.

Spends time in public areas observing associate-guest interaction and talking with guests, working through Heads of Department to coach associates in guest service skills as necessary.

Handles all guest and internal customer complaints and inquiries in a courteous and efficient manner, following through to make sure problems are resolved satisfactorily.

Maximizes associate productivity through the use of multi-skill, multi-tasking and flexible scheduling to meet the financial goals of the business as well as the expectations of the guests.

Proactively manages costs based on key performance indicators, working through the respective Heads of Department as appropriate.

Constantly evaluates local, national and international market trends, vendors and other hotel operations to make sure that the hotel’s own operations remain competitive and cutting edge.

Oversees the Rooms experience from check-in to check-out for all guests, working through each Head of Department to ensure a seamlessly perfect guest experience and make adjustments where necessary.

Meets and greets regular and VIP guests as appropriate, ensures the proper handling of all of their reservations, room assignments and check-in experience.

Conducts annual Performance Development Discussions with Heads of Department and supports them in their professional development goals. Ensures that they in turn conduct annual Performance Development Discussions with their associates.

8 years of progressive experience in FO operations.3 years of FOM, or 1 year of ADOR position experience.Experience in luxury/upper upscale hotels is a strong plus.Proficient in Opera system.Ability to lead, train, schedule, and motivate the FO/Rooms team.Strong conflict resolution.Excellent customer service, be able to handle VIP guests and resolve complaints.Fluent in English (written and spoken).8 years of progressive experience in FO operations.3 years of FOM, or 1 year of ADOR position experience.Experience in luxury/upper upscale hotels is a strong plus.Proficient in Opera system.Ability to lead, train, schedule, and motivate the FO/Rooms team.Strong conflict resolution.Excellent customer service, be able to handle VIP guests and resolve complaints.Fluent in English (written and spoken).