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Director, Front Office

The Saguaro

Director, Front Office

Palm Springs, CA
Full Time
Paid
  • Responsibilities

    About our Company

    We Make Hotels. Sydell Group builds and operates unique properties that are a reflection of their neighborhoods, a celebration of architecture and design, and a gathering place for visitors from near and far. Our hotels are collaborations among exceptional talent from the creative, culinary, and retail worlds, and our goal is to create travel experiences that offer inspiration and a sense of connection to our respective cities. Sydell Group's diverse portfolio of award-winning hotels include NoMad New York, Los Angeles and Las Vegas; The LINE LA, DC and Austin; The Ned, London and Park MGM, Las Vegas; as well as the forthcoming NoMad London and LINE San Francisco.

    We are seeking a dynamic Director, Front Office Manager to join our team. A successful candidate will have a genuine passion for the hospitality industry and an entrepreneurial spirit.

    Responsibilities

    Must be courteous and gracious, maintaining a professional demeanor at all times

    Establish and maintain good communications and teamwork with fellow colleagues and other departments within the hotel

    Maintain “open door” communication with employees

    Inspects all areas of responsibility in the Rooms Division

    Responsible for interviewing, selecting, guiding, managing and scheduling personnel. Ensure all staff is properly trained on systems, security and cash handling procedures and service standards (check-in/ check-out standards) and have the tools and equipment needed to effectively carry out their job functions

    Ensure staff understands their job expectations before holding them accountable

    Resolve customer complaints from all areas of the hotel (in person, by phone or through written message), handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible

    Assist customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc.

    Respond to all guest requests, in person and by phone, in an accurate and timely manner

    Assure that financial goals are being met by monitoring and controlling labor expenses and supplies/equipment expenses

    Work closely with Reservations, Sales and the Front Office to maximize rate, occupancy and total revenue

    Maintain close relationships with retail tenants and concessions to ensure guest service standards are met along with revenue/expense targets

    Assist Director of Rooms in the preparation of the annual departmental operating budget and financial plans which support the overall objectives of the hotel

    Act as the senior manager in the Rooms Division in the absence of the Director

    Assist the Director of Rooms in forecasting and budgeting of revenues and expenses for all departments in the Rooms Division

    Manage day-to-day operations and assignments of the front office staff; schedule, plan, and assign work

    Develop and communicate departmental strategies, goals, policies and procedures

    Monitor front office staff to ensure guests receive prompt, professional attention and personal recognition and ensure guests are greeted upon arrival

    Implement and enforce appropriate service recovery guidelines in order to ensure total guest satisfaction

    Schedule and regularly conduct routine inspections of the front office and public areas to ensure the appearance of such areas reflects highly on the hotel, brand, and Company and develop action plans to correct any deficiencies

    Analyze guest satisfaction data and develop and implement plans to achieve established goals related to guest satisfaction scores, front desk activities, guest loyalty

    Maintain procedures for security of monies, credit and financial transactions, and guest security and check billing instructions and guest credit for compliance with hotel credit policies

    Establish, implement, and maintain training and procedures for phone services to ensure proper communications during emergency/crisis situations

    Assist in managing hotel revenue generation and maximization through full utilization of company systems, business processes and specifications

    Lead and conduct weekly/ monthly meetings with Assistant Managers and departments

    Core Competencies

    High School diploma or general education degree (GED)

    Three (3) years related experience in the hospitality industry preferred

    Strong communication skills

    Collaborative spirit

    Ethical Conduct

    Computer Proficiency: Microsoft Office, Opera PMS

    Positive Attitude

    Eye for Detail

    Problem solving abilities

    Compensation & Benefits

    We offer competitive wages and benefits while fostering a diverse and inclusive work experience.

    We thrive in being a diverse work environment. Consideration for employment will be based upon personal capabilities and qualifications without discrimination based on race, color, religion, sex, gender identity, age, national origin, disability, sexual orientation, or any other protected characteristic as established by law.

    About our Brand

    That colorful hotel in the desert, The Saguaro is a good time. It’s not that complicated. There’s plenty of sunshine, a buzzing pool scene and lots of local flavor.