Director of Front Office
Company: Grand Bohemian Hotel Mountain Brook
Location: Birmingham
Posted on: January 24, 2023
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Job Description:
AN INSPIRING CAREER AWAITS YOU!The Kessler Collection is made up
of 13 artful hotel and resort properties, 26 restaurants, and over
1,700 Grand Performers across ten states, we continue to grow and
so will you! The opportunities are endless. Our mission of
inspiring places, intuitive service, and exuberant guests means we
are committed to our Grand Performers learning, development, and
well-being.We believe people want to be inspired!Our Grand
Performers Receive Many Benefits Including:Marriott Employee
Discounts WorldwideCompetitive Wage & Discretionary Bonus
ProgramMedical, Dental, Vision InsuranceCompany-Sponsored Life
InsuranceShort & Long-Term Disability InsurancePet InsuranceTuition
Reimbursement Program401(K) with Discretionary Company Matching
ContributionsEmployee Assistance ProgramJOB SUMMARYThe overall
objective and purpose of the Director of Front Office is to support
the Front Offices by leading the team in executing guest service
related responsibilities in order to create an exceptional
experience for our guests. This includes providing hospitable
service involving all guest interactions, anticipating their needs,
solving problems, and coaching and training staff to exceed our
guests' expectations.CORE RESPONSIBILITIESPrimary areas of
responsibility include, but are not limited to the
following:Oversee the operations of the Front Office department,
ensuring the implementation and execution of KQA and BSA
standards.Provide hands- on training and continuous coaching to
subordinates, supervising and directing the execution of service
related tasks to ensure the efficient and professional operation of
the Front Office.Foster Grand Performer commitment to providing
intuitive service and model desired service behaviors in all
interactions with Guests and Grand Performers.Maintain complete
knowledge and ensure compliance of company policies and standard
operating procedures.Create and distributes work schedules adequate
for operational needs.Plan and organize daily shifts. Effectively
delegate tasks and responsibilities to subordinates, audit work for
accuracy and monitor outcomesOversee budget process for the Front
Office and control operating and labor expenses. Uses Peak
Performance to optimize the guest service experience, while
operating within labor budget/occupancy levels.Create the guestroom
occupancy forecast, manage the departmental budget and participate
in P&L meetings when requested.Take ownership and solve
problems. Provide guidance and support, empowering subordinates to
solve problems and resolve guest issuesConduct monthly meetings
with subordinates to proactively solve problems, respond to
questions and create a positive productive work environmentTrain,
mentor, and develop Grand Performers to the standards of a world
class property and intuitive service experience. Assist in
developing leaders and bench strength through the implementation of
the Job Coach program.Conduct Grand Performer coaching and
counseling, progressive discipline, 90 day reviews and Annual
Performance Appraisals.Have a thorough knowledge of product,
including room types, amenities, services and brand
standardsDevelop, acknowledge and track guest preferencesStay
informed of sales strategies, packages, promotions and discounts,
and understand the impact on other departmentsDemonstrate effective
sales techniques to upsell rooms, amenities and productsReview GSS
scores, comment cards, guest satisfaction results and other data;
takes corrective action as appropriateKNOWLEDGE, SKILLS, AND
ABILITIESTo perform this role successfully, an individual must have
experience achieving desired result(s) in their areas of
responsibility. The requirements listed below are representative of
observable behaviors and essential knowledge, skill, and abilities
required of a successful incumbent.Strategic business leader -
Works strategically to devise plans in alignment with
organizational goals.Cultivates engagement - Builds loyalty to the
company and not to themselves. Proven ability to host/facilitate
effective meetings, motivate teams to produce results with tight
timeframes while simultaneously managing several projects.Generates
alignment - Ensures proper time and effort is spent to build high
level performance and consistency throughout collection.Leads with
courage - Provides a culture of accountability.Execution of plans -
Utilizes our systems, tools and resources to accomplish results and
achieve goalsAdvanced level of written, verbal, and interpersonal
communication skills.Ability to implement and uphold service
standardsAbility to prioritize and organize work assignmentsAbility
to work well in stressful, high-pressure situationsComprehensive
knowledge of a safe work environmentStandards & CultureIndividuals
must serve as a cultural ambassador by upholding and promoting our
standards.Image & Presence: Bohemian. Our team is sophisticated and
purposeful in their communication and body languageService:
Intuitive. Our team inspires the guest (and Grand Performer)
experience with warmth and deliberate eleganceGreet, Undivided
Attention, Enthusiastic Response, Smile, Thank YouListen, Empathize
& Apologize, Accept Responsibility, Do Something About it, Exceed
Expectations, Recover LoyaltyPerformance: Extraordinary. Our team
rises to outperform and consistently beat our best for even
better.ALIGNBuild loyalty to the company and not yourselfEnhance
property/company perception by both community and Grand
PerformersAlign yourself with the company and lead others to do the
sameCollaborate effectively to accomplish goals and achieve results
across departments and property locationsENGAGEActively participate
in meetings and shares ideas to determine the right course of
actionFoster a climate where individuals are committed to
partnering and asking for help when neededEnthusiastically share
knowledge, experience and talent with othersSuggest methods for
improving productivity and product qualityEXECUTEPrepared and
punctual for all meetingsConducts business and complete tasks
according to Standard Operating ProceduresUtilize required systems,
equipment and resourcesIncrease revenue/productivity while keeping
costs within budgetPrioritize urgent/vital tasks in order to meet
set deadlinesACCOUNTABLEImprove professional competency and
property/location performanceAccept responsibility for actions
and/or inactionsSelf-aware, solicit and embrace feedbackCommunicate
feedback openly and respectfullyKEY PARTNERSHIPSGeneral
ManagerDirector of Human ResourcesControllerProperty OPS
teamMINIMUM QUALIFICATIONSBachelor's degree in Business or related
training equivalent - required2+ years of relevant work experience
in similar scope and title - requiredExperience within luxury
brand/markets - requiredExperience with Opera -
preferredSUPERVISORY RESPONSIBILITIESSupervisory and leadership
responsibilities include achieving results through providing
direction and accountability of the following Grand Performers
within the culture and policies established by the Kessler
Collection.Front Office Supervisor(s)WORK ENVIRONMENTMust be
comfortable working in a shared space, with constant noise, without
the use of a private office.Must be able to cope with frequent
changing priorities and deadlines with a high degree of optimism,
professionalism & collaboration.Schedules may vary from week to
week based on business demands in excess of 40 hours with or
without notice.PHYSICAL DEMANDSWhile performing the duties of this
job, the incumbent is regularly required to move 10lbs on a daily
basis.Push, pull, and lift up to 50lbs on a weekly basis.While
performing the duties of this job, the incumbent is regularly
required to travel by foot, car, bus, airplane or other means of
transportation which require sitting, waiting and standing for long
and short periods of time.The Kessler Collection is proud to be an
Equal Employment Opportunity employer. We do not discriminate based
upon race, religion, color, national origin, gender (including
pregnancy, childbirth, or related medical conditions), sexual
orientation, gender identity, gender expression, age, status as a
protected veteran, status as an individual with a disability, or
other applicable legally protected
characteristics.ExperienceRequired2 year(s): 2+ years of relevant
work experience in similar scope and title Experience within luxury
brand/marketsEducationRequiredBachelors or better in Business
Administration or related fieldSkillsPreferredConflict
ResolutionAnalyzing ReportsAcknowledging
OthersBehaviorsRequiredLeader: Inspires teammates to follow
themTeam Player: Works well as a member of a groupDetail Oriented:
Capable of carrying out a given task with all details necessary to
get the task done wellMotivationsRequiredPeer Recognition: Inspired
to perform well by the praise of coworkersGoal Completion: Inspired
to perform well by the completion of tasksAbility to Make an
Impact: Inspired to perform well by the ability to contribute to
the success of a project or the organization
Keywords: Grand Bohemian Hotel Mountain Brook, Birmingham , Director of Front Office, Executive , Birmingham, Alabama
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