Director of Front Office Operations

Hilton Tampa Downtown Tampa, FL
The Director-Front Office Operations in manages, coordinates and supervises the activties of the Front Desk, Bellman, Doorman, PBX, Night Audit and Executive Lounge Associates to ensure the highest level service to all internal and external customers. Supports upper management in the direction of the department, including Guest Engagement in the lobby, focusing on SALT scores, Quality Training, payroll/forecasting, and meeting departmental objectives. Ideal candidate has a minimim of 3 years supervisory or management experience at a hotel in comparable size.

Additional responsibilities include but are not limited to the following:

* Interacting positively with customers and employees, promoting hotel facilities and services.

* Engaging with guests in Front Desk/Lobby areas focusing on a smooth arrival/departure process and ensuring service standards are met.

* Providing immediate support for Guest Service Agents by proactively interjecting in situations requiring Management's assistance.

* Listening and extending resolution to the satisfaction of involved parties.

* Fielding guest complaints and requests via multiple sources (GA, SALT, MOD reports, HRCC emails, etc) and conducting thorough research to develop the most effective solutions/responses.

* Remaining calm and alert, especially during emergency situations and heavy hotel activity.

* Utilizing a computer to assist customer/employee requests in retrieving guest information, selecting rooms and analyzing guest charges.

* Training, supervising, counselling and providing discipline to the staff for the efficient operation of the Front Office. Conducting departmental meetings, communicating pertinent information to the staff, such as daily pre-shifts.

* Maintaining rapport with all departments and attends relevant meetings.

* Scheduling, directing, and supervising the staff in their work assignments.

* Monitoring employee performance, encouraging improvement and development, and completing annual performance evaluations.

* Applying appropriate disciplinary action in tandem with investigative results.

* Must have schedule flexibility to include working weekends and holidays

* Salary range based on experience $55,000 - $65,000 with incentives