Director of Front Office Operations
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The 280 Room Sheraton Agoura Hills Hotel, a leader in the hospitality industry, is currently seeking an experienced Director of Front Office Operations to help lead our team. The Director of Front Office Operations is responsible for Front Office, Bell Staff, Reservations, Rooms Control, and Courtesy Shuttle. The Director of Front Office Operations is responsible to ensure Front Office and related departments SOPs are in place and consistently followed. To ensure quality guest service, the Director of Rooms is expected to: Ensure that sufficient staffing is present to meet daily business demand. Maintain consistent and effective flow of communication between shifts among fellow managers and supervisors and front office personnel. Be the Hotel Champion for Star Guest, Starwood QA, and Hotel Problem Resolutions processes as it relates to Starwood Customer Care Center. Be able to communicate clearly, both written and verbalization, and timely with Hotel GM, Brand and Ownership Needs. Actively participate in training and continuing education of all Rooms Division Service Professionals Responsible for actively recruiting and hiring for all Front office and Housekeeping positions Approach all encounters with guests, employees and members in a professional and personalized manner Maintain regular attendance in compliance with Sheraton Agoura Hills Hotel, as required by scheduling, which will vary according to the needs of the Hotel Must have a professional image and personality exuding confidence and leadership skills whilst encouraging safe and efficient hotel operations Coordinate room assignments, arrival, departure, and special needs of SPG and other Hotel guests Identify and solicit potential new SPG members Understand and communicate promotions and enhancements effectively with Service Professionals and guests Serve as general guest information source. Act as a salesperson for Sheraton Agoura Hills Hotel Build rapport with SPG guests, distinguished visitors; escort guests to rooms as necessary, encourage feedback throughout their stay Offer to handle special arrangements during guest stay; coordinate future visits Maintain database of guest preferences, habits, special dates through Light Speed/Galaxy System Assist with additional Front Desk tasks Work with Director of Housekeeping to ensure room standards and timely turning rooms ready for guest usage Oversee inventory and ordering supplies and linens for both housekeeping and Front office Complete projects in a timely manner as required by the Hotel AGM and General Manager. Be able to participate proficiently in functions outside one's department when called upon.