Director of Front Office
Responsibilities: Oversee the operations of the Front Office, Guest Relations and PBX staffs.
30% Train and coach all colleagues and managers on established systems. Assist in new-hire and ongoing training. Direct and assist staff, ensuring that all work is completed effectively. Perform duties of Front Desk Agent, Guest Relations Agent and PBX Operator if required.
30% Ensure all reports and projects assigned performed and completed as directed. Maintain budgets in all departments with regards to labor, expenses and revenues.
20 % Address any guest opportunities, problems and/or requests as they arise in a very friendly and professional manner. Ensure that all matters are resolved or addressed with the proper department head so that they can be resolved.
20% Ensure appropriate follow up with guests and visitors, documenting appropriately.
- In addition, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of the Resort:
- Register and/or check out guests
- Operate/handle telephone lines.
- Additional duties as necessary and assigned.
- Regular attendance is essential to the successful performance of this position.
- Due to the fluctuation in business levels in the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the Resort, this may include overnight shifts, weekends and holidays. In addition, attendance is required at all scheduled training sessions and meetings.
- All colleagues must maintain a neat, clean and well-groomed appearance per The Grand Del Mar grooming standards.
- Upon employment, all employees are required to fully comply with company rules and regulations for the safe and effective operation of the Resort’s facilities. Employees who violate Resort rules and regulations will be subject to disciplinary action, up to and including termination of employment.
Qualifications
Qualifications:
- One year hotel Front Office experience plus one year of supervisory/management experience required. Management experience preferred.
- High school or equivalent education required. Bachelor’s Degree preferred.
- The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.
- Must be able to speak, read, write and understand the primary language(s) used in the workplace.
- Must be able to read and write to facilitate the communication process.
- Requires good communication skills, both verbal and written.
- Must possess basic computational ability.
- Must possess basic computer skills.
- Ability to supervise subordinate staff, including, but not limited to, assignment of duties, evaluating service and taking disciplinary action when necessary.
- Ability to solve problems and make rational decisions.
- Knowledge of Resort operations, its services, and facilities.
- Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.
Physical Demands:
- Most work tasks are performed indoors. Temperature generally is moderate and controlled by Resort environmental systems.
- Position requires walking and giving direction most of the working day; must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
- Must be able to exert well-paced ability to reach different outlets and other departments of the Resort on a timely basis.
- Must be able to exert well-paced ability in limited space.
- Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
- Must be able to lift up to 15 lbs. on a regular and continuing basis.
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
- Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
- Requires manual dexterity to use and operate all necessary equipment.
- Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.
Additional Information
Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits. Add any other benefits relevant to your property.
Our Values
Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.
Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.
Belonging:
We celebrate our differences. We support each other and we always stand together.
Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.
Integrity:
We build trust through mutual respect and being authentic.
Diversity & Inclusion
Fairmont is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.