Director of Front Office Operations Job at Soho Grand Hotel (New York)

Job Description

The Director of Front Office Operations at Soho Grand is a dynamic leader with a strong ability to curate a team effort to achieve impeccable guest service and financial results for the hotel. This organized individual has the ability to prioritize responsibilities of the day-to-day operation and bridges the interdepartmental gap to ensure fluid communication. High energy and self-motivated, the Director of Front Office leads by example while empowering and skillfully coaching the front office team to be independent and confident in their decisions to positively affect our guest experiences. The Director of Front Office manages the activities of the front office, reservations, guest activities, to ensure adherence the hotel's standards, policies and procedures. This Director is professional, team-oriented, demonstrates a great work ethic, and is focused on the team achieving their set goals.

Job Responsibility

Ensuring all team members maintain the integrity of the brand while providing outstanding guest service at all times
Spend time in the lobby coaching and motivating managers and team members while monitoring and participating in guest interaction
Create an environment that encourages empowerment within the team
Maintain a collaborative atmosphere with all departments
Constantly review all practices and ensure they are being executed per SOPs and accounting policies
Conduct monthly communication meetings with all front office teams as well as monthly one-on-one meeting with all team members and assistants
Hire, schedule and oversee training of all front office team members
Maximize team member productivity through flexible scheduling
Assist in all front of house functions as needed
Handle and accommodate all guest requests and concerns with professionalism
Assist in revenue driving tactics, forecasting and maximizing of the hotel's ADR and occupancy
Reduce expenses, including getting rebids, and competitive quotes to minimize costs
Promote innovation and creativity by researching new technologies
Review expectation level of guest service with all team members
Ensure team members receive continual training and development tools
Utilize the hotel's team member recognition program
Review and respond to annual Engagement Survey results
Demonstrate and promote the hotel's vision, brand, culture and core values at all times

Requirements

5+ years of experience in a director or management position required
Superior written and verbal communication skills
Previous luxury NYC experience preferred
Dynamic leader who is well spoken and a diplomatic problem solver
Experience with all elements of service and training as well as the administrative responsibilities of budgeting, staffing, hiring, and controlling department expenses are imperative
Knowledge of Opera, Dayforce, Excel preferred
Open availability, able to work late nights, overnights, weekends and holidays
Provide solid focus on the entire guest experience while managing and motivating the team
Display exceptional leadership skills with a personable disposition, and exhibit a strong presence
Train all team members to Soho Grand standards
Selects the best available personnel
Instructs and trains all front office positions
Keeps records of personnel and purchases
Completes frequent inventory and keeps up with purchasing
Create team member scheduling and work assignments
Controls use of keys, materials, uniforms and equipment
Controls inventories of operational supplies
Make decisions on behalf of the hotel that not only protect the hotel but satisfy each guest Ownership of any problems or concerns brought to your attention by a guest or fellow team member
Attends weekly department head meetings, and other scheduled meetings
Articulate goals and share information
Encourage team member's ideas, initiative and risk-taking

Nice to have

Previous luxury NYC experience
Knowledge of Opera, Dayforce, Excel

What we offer

401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance

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Director of Front Office Operations

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