Director of Front Office Operations
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The Loews Miami Beach Hotel is seeking a Director of Front Office Operations to join our team. Loews Miami Beach hotel is a 4 Diamond Luxury Beach Front Hotel with 790 rooms, 65,000 square feet of meeting space, and 7 Food & Beverage Outlets. For more information on the Hotel, please visit www.loewshotels.com Responsible for coordinating the provision of world-class front office service to hotel guests. Directs the Front Desk, Star Service, Guest Service and Valet operations. Ensures prompt and complete satisfaction of guest requests in a professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies. Works with Front Desk, Star Service, VIP, Guest Service and Valet leadership to ensure highest level of service, efficient operations and compliance with all Loews Standards. Oversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments. Monitors, reconciles and communicates accurate occupancy information to all hotel departments Supervises all Front Office Manager, Assistant Front Office Managers, Guest Service Manager, VIP Manager, Star Service Manager and offers guidance and support to entire supervisory and line team. Assist all Department Managers in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately Monitors Service scores and praises or holds department managers accountable for performance Monitors and manages labor in all areas Works closely with Valet Account Manager and District Manager to ensure operations are meeting Loews expectations Mentors and develops Managers and Supervisors and helps them identify career paths Works closely with other department heads for any needs in any of the Front Office areas Supervises new-hire and continuing training in all listed areas Monitors and ensures adherence to all Loews Hotels Star Service Standards Familiar with and able to troubleshoot problems with the following systems: key encoding, call accounting, in- room movies, video checkout, electronic data capture, and PMS interface control Works with Reservation Manager, and Revenue Manager to determine daily room rates based on occupancy and revenue goals Ensures Walked guests are followed up on Monitors through the Front Office Manager, cashier accuracy and over and short data, taking action and providing additional training as necessary. Prints Potential Room Revenue Report for all in-house guests to ensure accuracy of rates prior to system posting of room and tax and to check statistical (market segment) coding Ensures Credit Limit report is monitored on a daily basis, ensuring timely payment on accounts Sign adjustment vouchers at close of shift with a goal of reducing the overall amount of revenue adjustments. Evaluates changes in guest needs, the hotels guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and to maintain market dominance and exceptional financial returns. Interacts frequently with guests to ensure total satisfaction with hotel services. Recruits and interviews all Front Desk, Guest Service, VIP and Star Service employees. Oversees training of all Front Office area employees Evaluates individual Manager performance, determining improvement and training needs and advancement requirements.