Director Of Front Office

Thompson Houston is now recruiting a Director of Front Office to join the hotel’s opening team. Set in a soaring 36-story skyscraper, Thompson Houston + The Residences at the Allen is the city’s newest and most fashionable landmark. This architectural marvel sets a stylish scene for influential locals, seasoned globetrotters, and cultural tastemakers to meet and connect, luxuriate, and celebrate. The hotel’s coveted location in verdant Buffalo Bayou Park centers the property as a veritable oasis within the city. Opening Fall 2023, this luxury oasis boasts 172 luxury guestrooms, including 34 breathtaking suites, and a private collection of 100 residences. Unmatched amenities include a full-service spa, a well-equipped fitness center, several destination restaurants, a private heliport, an expansive one-acre pool deck, and over 17,000 square feet of flexible meeting and event spaces.

At Hyatt, we believe our guests select Hyatt because of our caring and attentive associates who are focused on providing authentic hospitality and meaningful experiences to each and every guest. Hyatt is a place where high expectations aren't just met-they're exceeded. It's a place of outstanding rewards, where talent opens doors to exciting challenges in the hospitality industry. Discover your place to shine in our warm, respectful, and inclusive culture.

The Director of Front Office is the direct head of the hotel services operations and truly knows the meaning of luxury hospitality. Delivering a comfortable, stress free experience for our guests is something that you naturally strive to do, while also building up others around you to do the same. The Director of Front Office should possess strong communication skills, recognition capabilities, organization, and professionalism. This position reports to the Hotel Manager.

This position’s anticipated start date is July/August 2023

Duties include:

• Directs all staff at the Front Office including Front Desk, Communications, Concierge, and Guest Services to ensure operational flow, communication, and follow-up on any problems, guest requests or special requirements.
• Resolves customer complaints from all areas of the hotel, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible; assists customers in all inquiries in connection with hotel services, hours of operations, key hotel personnel, in-house events, directions, etc. Responds to all guest requests in an accurate and timely manner, either in person and by phone.
• Create expectations, lead people, manage processes, and hold people accountable for the agreed upon activities and time tables
• Assures that all billing, credit card, cash, and reconciliation processes are being checked and follows up with the Finance team for communication and approvals.
• Coach and counsel team members with real time feedback, both positive and constructive by building evaluations to reflect Hyatt Service Standards and Procedures
• Strategically create, direct, and manage various hotel projects in regards to customer service.
• Create a culture of education and training to maintain accurate information on prices, rates, specials, packages, programs, etc, while ensuring all team members are well versed in all areas
• Maintain excellent communication with all departments throughout the hotel, especially within the rooms team
• Takes swift action to ensure that our guest safety and security is the number one priority when senior management are not available.
• Reviews and monitors staffing and scheduling on a bi-weekly, weekly, and daily basis to ensure that labor is efficient while still maintaining guest experience.
• Maintain guest room inventory by coordinating arrivals, departures, and billing requirements, while blocking rooms, clearing discrepancies, and ensuring a seamless experience for our guests.

Thompson team members work in an environment that demands exceptional performance yet reaps great rewards. Whether it’s career opportunities, job enrichment or a supportive work environment, if you are ready for this challenge, then we are ready for you.

• College education in Hospitality Business Management or equivalent experience preferred
• Demonstrated ability to effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
• Must have excellent organizational, interpersonal and administrative skills
• Clear concise written and verbal communication skills in English
• 4 years or more of progressive hotel Rooms Management experience
• At least 2 years progressive management experience within the Rooms Division of a hotel
• Must possess the following strengths: high energy, entrepreneurial spirit, motivational leader, effective communicator, effective in providing exceptional customer service and ability to improve the bottom line
• With opening hotels, previous hotel pre-opening experience preferred
• Service oriented style with professional presentations skills

Hyatt is an Equal Employment Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity