Director Of Front Office - Caribe Royale Orlando Hotel

Title: Director of Front Office
Department: Front Office
Location: Orlando, FL

Scope of Position

The Director of Front Office is responsible for all front office functions and staff at the Caribe Royale Orlando Hotel. Areas of responsibility include Bell staff, Guest Services Operations, and Front Desk. As a department head, directs and works with manager and associates to successfully execute all front office operations, including guest arrivals and departure procedures. In addition, works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and associate satisfaction and maximize the financial performance of the department.

Position Requirements

• Ensure supervisors monitor the status of guests accounts.
• Possess sound strategic and tactical decision-making skills.
• Ability to review the MOD reports and follow up on any outstanding guest complaints.
• To look after the well being of every guest and take personal responsibility in solving guest’s problems, to ensure a memorable experience.
• Establish and maintains open, collaborative relationships with associates and ensures associates do the same within the team.
• Proven ability to handle complex group and social events.
• Proven organizational, interpersonal and communication skills.
• Professional demeanor appropriate for a resort environment.

Responsibilities

• Develops specific goals and plans to prioritize, organize, and accomplish works.
• Manages department controllable expenses to achieve or exceed budgeted goals.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.
• Review billing and payments with guests.
• Act as a liaison between field salesperson and client throughout the event process (pre-event, event, and post-event).
• Communicates performance expectations in accordance with jo descriptions for each position and monitor’s progress.
• Participate in client site inspections and assist with the sales process when necessary.
• Work closely with accounting on billing arrangements.
• Handle guest complaints and verify that all guest issues are resolved.
• Verifies compliance with all Front Office policies, standards, and procedures.

Education

• High School Diploma and equivalent experience in hotels/resorts.

Skills and Abilities

• Able to communicate in the English language. Second language is a plus.
• Able to work with and understand financial information and data and basic arithmetic functions.
• Able to work flexible schedules including holidays and weekends and able to perform multiple tasks.

Physical Requirements

• On a continuous basis, sit at a desk in front of a computer screen; intermittently twist to reach to reach equipment or supplies surrounding desk; perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis.
• Physically fit in order to lift, pull and push items up to 50 pounds.
• Able to work in a fast-paced environment.
• Requires standing/walking/reaching and bending throughout shift.