Director of Front Office

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Job description

Why us?

Sage Hotel Management is currently seeking a Director of Front Office for the UNC Charlotte Marriott Hotel & Conference Center located on the University of North Carolina at Charlotte Campus. As a member of the leadership team, you will have the opportunity for personal growth, you will have the opportunity to impact the growth and development of your team, you will have the opportunity to engage in our community, and you will enjoy the opportunity to enrich lives one experience at a time.

At Sage Hotel Management, we passionately strive to be the best and create excellence in everything we do. We are known amongst our staff, our owners, our guests, and our communities as leaders in our field who are authentic, humble, innovative, and flexible operators driven to anticipate needs and exceed expectations.

Sage's vision is to be recognized by our customers as the best in our business through ensuring a culture that "makes the ordinary extraordinary!" The ideal candidate should champion this culture in every touchpoint of our business from our associates, guests, owners, and communities. The service and courtesy you extend and promote daily will ensure a healthy and productive culture of serving others with excellence. Join us today!

Job Overview

Responsible for all front office functions and staff. Areas of responsibility include Valet, Bell Staff, Front Desk, M-Club and Retail/Gift Shop, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Responsibilities

-Manage the human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
-Manages check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested. May need to fill in for various roles within the rooms department as the demands of business requires (Front Office and Housekeeping roles).
-Manages guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
-Monitors and regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
-Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
-Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
-Maximizing revenue in each phone/desk transaction. (Sell from the top down and offer specials last)
-Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
-Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
-Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
-Maintains a friendly, cheerful and courteous demeanor at all times.
-Ensures that the overall operation of the front desk is completed daily.
-Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
-Works closely with housekeeping and maintenance to ensure property is maintained.
-Hiring, motivating and training of staff.
-Performs other duties as assigned, requested or deemed necessary by management