Director - Front Office

The Director of Front Office is responsible for the management of all front office operations, including the guest services/front desk, concierge, bell staff, Star Services, valet operations and Rock Shop retail. Director of Front Office directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures, training and employee development, delivery of quality customer service, monitoring and driving exceptional results in guest and employee satisfaction and recognized by TripAdvisor as a top hotel in our category and the resolution of guest issues, and to maximize the financial performance of the department.

• Lead, direct, and manage all department operations. Maintain regular presence throughout all areas of oversight.   
• Monitor operations to ensure consistent sequence of service is followed and all brand standards are properly executed.
• Responsible of promoting and maintaining high rating and ranking on Trip Advisor
• Monitor daily the hotels scores across social media platforms with specific focus on TripAdvisor and ensuring all comments are individually responded to within 24 hours of receipt and holding weekly review meetings to drill down to the root causes of any guest complaint.
• Review and develop guest history records to enhance personalized service for repeat guests.
• Ensure the proper handling, maintenance, storage, and security of all department equipment.
• Regularly and clearly communicate guest arrivals and departures and additional relevant information with other departments, as needed.
• Conduct morning operations meeting to discuss arrivals, departures, groups, occupancy, rates, VIP’s, amenities, review service issues and service scores, guest complaints, MOD reports, etc.
• Complete all required shift reports and ensure that emergency reports are printed.
• Maximize room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count. Monitor selling status of house daily, i.e. flash report, allowances, etc.
• Overseeing the proper set up of the house daily subsequent blocking of rooms
• Maximize room revenue and occupancy by effectively controlling room inventory
• Develop and promote up-selling techniques to maximize room occupancy and overall revenue and ADR.
• Attend weekly revenue management meeting
• Ensure that no-show revenue is maximized through consistent and accurate billing.
• Work closely with Accounting on follow-up items, i.e., returned checks, rejected credit cards, employee discrepancies, etc.
• Ensure guests’ needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery.
• Be very familiar with the hotel computer system for training maintenance and troubleshooting (including Opera, HotSoS, Micros, Voicemail, PBX etc.)
• Accurately manage cash handling, including receiving cash, checks and credit card information from guests for payment of hotel charges and making change correctly
• Complete understanding of all job descriptions within the Front Office Operations and the ability to perform the duties and responsibilities of each as directed.
• Maintain knowledge and ensure that all team members are knowledgeable of all property services and hours of operation; restaurant food concepts, menus, dress codes, and ambiance; day/nightlife concepts, dress codes, and ambiance; guest room types, names, layout, amenities, and locations; and room rates, special packages, and promotions.
• Be aware of all scheduled daily group activities and names and locations of meeting/banquet rooms.
• Work closely with the Sales and Marketing team to keep them informed of group booking status and to maintain room rate control and availability status.
• Ensure quality and timeliness of work performed by contracted vendors.
• Create department budget to include resource quantities, costs, and expenses.
• Prepare and execute business plans to ensure the maximization of department performance.
• Create and develop goals and operational strategies for the operations that are aligned with the Hard Rock brand. Communicate the role that each employee has in their achievement and ensure accountability. 
• Champion the Hard Rock Hotel’s Standards and on-going training within the department promoting strong individual pride in the contributions each team member makes on daily basis while providing an open and fair platform to encourage on going training and clear steps required for individual advancement.
• Ensure that the workplace is both professional and supportive of each employee’s contribution treating each employee with respect and genuine care in all interactions. Thus, scoring well on the yearly employee opinion survey prepared to workshop and address any issues which come to light in an open and respectful manner.
• Analyze and identify financial opportunities including cost controls, productivity levels, and revenue generation.
• Monitor actual sales, revenues, and expenses to determine variance and assess goal accomplishments, and adjust strategies and forecasts accordingly.
• Review weekly forecasts and planning of cost expenditures to correspond to forecasted occupancy and costs.
• Protect and enhance the value of property assets through appropriate programs and maintenance. Evaluate condition of equipment and property and conduct analysis for capital expenditure needs.
• Balance staffing levels and labor to achieve ideal employee/guest engagement and cost ratio.
• Attract and select the best talent available from inside or outside the organization.
• Promote and maintain high employee guest satisfaction scores
• Develop and implement strategies to retain staff.
• Train, coach, and counsel managers, supervisors and employees to achieve their career goals and maximize their potential.
• Monitor and evaluate staff performance and deliver recognition and rewards.
• Promote a positive work environment for all employees and ensure all employment related processes and documentation are in compliance.
• Participate in and ensure Sound Checks are being conducted in department.
• Ensure an extraordinary experience and create loyalty to the property and Hard Rock brand by exceeding expectations through exceptional service and product quality.
• Resolve guest complaints and implement changes to prevent future issues.
• Monitor quality assurance program scores and guest feedback. Take corrective action when necessary.
• Maintain presence in property during peak business periods.
• Ensure all property policies and procedures are fully implemented in department, including health and safety guidelines.
• Maintain relationships with key clients, owners, and investors.
• Maintain effective relationships with guests.
• Present a professional image to employees, guests, clients, owners, and investors.
• Generate incremental revenue and brand awareness through the creation and implementation of brand relevant local events and promotions.
• Operate ethically to protect the Hard Rock brand. Ensure brand and business initiatives are implemented. 
• Maintain confidentiality of guest, employee, and company information.  
• Active participant in daily operations meeting, weekly staff meeting, daily management Sound Check, Resume Meeting, Monthly Credit Meeting and any other required meetings.
• Participation in the Manager on Duty program.
• Conduct monthly department meetings to communicate new policies and procedures, discuss service issues and successes, discuss global programs, implement new products and procedures, and discuss areas of opportunities, special events, activities, and training.
• Knowledge of Hard Rock Brand products, program, and service standards, including Forbes Standards, and ensure each are effectively maintained.
• Understand emergency procedures and fire panel training

This job description reflects the position’s essential functions; it does not encompass all of the tasks that may be assigned.

• High energy with effective and influential people skills. Positive attitude and the desire to motivate others.
• Ability to prioritize and work on several projects simultaneously should pose a challenge without being overwhelming.
• Ability to comprehend and use technical or professional language, either written or spoken, to communicate complex ideas.
• Strong communication and listening skills and excellent speaking, reading, and writing ability.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and employees of the organization.
• Ability to perform complex quantitative calculations or reasoning.
• Ability to perform numerical operations using basic counting, adding, subtracting, multiplying or dividing.
• Strong command of software applications, especially Microsoft Office (Word, Excel, PowerPoint) and hotel-specific platforms (MICROS Opera, Sabre/SYNXIS, Delphi, SUN, HOTSOS etc.).
• Ability to effectively deal with internal and external customers and staff, some of whom will require high levels of patience, tact, and diplomacy.
• Fluency in English: additional languages preferred.

• Deep understanding of lifestyle hotels.
• Passion for music and knowledge of music trends preferred.
• Self-starter with an entrepreneurial spirit and strong organizational skills
• Must meet legal requirements for any required licensing.
• Ability to work evenings, weekends, holidays, and special events.

For this New York, New York United States-based position, the expected annual base salary is $93000-$98000.

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