Director of Front Office

Job Description

AREAS OF RESPONSIBILITY

Participates in the development of business strategies of business strategies for the Hotel which are aligned with Radissons overall mission, vision, values and strategies

- Participates in the development and execution of the Hotels business strategies
- Develops and implements strategies for Rooms operations that support achievement of the Hotels goals
- Participates in the development of the annual marketing, sales and yield management plans and strategies
- Monitors status regularly and adjusts strategies as appropriate
- Develops the annual budget in conjunction with the Executive Committee
- Maximises profitability and revenue by directing the operation of the Rooms Division
- Operates rooms division in accordance with Standards of Operations

Develops and implements operating procedures and standards that support employees in their effort to deliver Yes I Can service and teamwork

- Analyses business results on a regular basis and takes actions to improve results as appropriate
- Leverages system-wide expertise and resources where possible in order to incorporate best practices and deliver services on a cost effective basis
- Sets objectives for each Department within the Rooms Division and supervises the Department Manager
- Implements the approved budget; monitors revenues and costs on a daily basis and takes corrective action when necessary
- Controls costs by adhering to Standards of Operations for forecasting, budgeting, scheduling, payroll control and other expense management systems.
- Develops and implements strategies and practices which support employee engagement
- Recruits and selects qualified candidates
- Provides employees with the orientation and training needed to understand expectations and perform job responsibilities
- Communicates performance expectations and provides employees with on-going feedback
- Provides employees with coaching and counselling as needed to achieve performance objectives and their fullest potential

Achieves goal for RevPar by developing and implementing yield management strategies to increase occupancy and average rate

- Assures the maximisation of total room occupancy by supervising the accurate listing of all future reservations
- Assists in the development of the annual Business and Marketing Plan by developing strategies to increase targeted market rooms revenue index
- Sets goals, develops strategies, evaluates results and adjusts strategies as required
- Maximises average rate by directing the yield and revenue management for the Hotel. Monitors mix of transient and group business and implements strategies to achieve greatest room dollar sales on a daily, weekly, monthly and annual basis
- Achieves contribution to revenue goals by working with the World-wide Reservations Centre to maximise utilisation of those tools
- Approves any adjustments done at Front Desk to ensure efficient and effect control
- Achieves customer satisfaction and room revenue goals by supervising Front Office operations
- Prepares reports as requested to develop a more informative database for applicable decision making
- Maintains statistics on rooms and reservations, customer arrivals and departures, average occupancy rates and related information
- Prepares follow up and/or forecasts to aid in management decisions
- Ensures that the Front Desk is staffed appropriately by utilising business forecasts to schedule employees
- Controls open and closed dates, availability and condition of rooms
- Maintains room security by providing effective key control and participates in matters relating to customer room security
- Provides controls over rates; implements approved rate changes
- Monitors advanced deposit procedures
- Responds to positive and negative comments expressed in comment cards and develops strategies to improve comment card results

Develops and implements strategies to achieve goals for Willingness to Return, Customer Complaints per Thousand and the Customer Comment Index

- Oversees the operation of the Rooms Division Department by setting the objectives for each area and supervising the Department Head
- Achieves customer service goals by monitoring the service produced and developing and implementing strategies to achieve desired service levels
- Increases efficiency of operations by analysing procedures and practices and implementing alternative strategies as required
- Develops the Rooms budget by reviewing Department Head recommendations and trends, preparing budget package and presenting the completed budget to the General Manager for approval
- Implements the approved budget; monitors revenues and costs on a daily basis and takes corrective action when necessary
- Control costs by adhering to the Standards of Operating for forecasting, budgeting, scheduling, payroll control and other Expense Management Systems
- Achieves customer service goals while containing costs by overseeing the operation of the Front Office, Housekeeping and Engineering.

In conjunction with the Finance Department

- Prepares the operating budget for Front Office
- Recommends any items to be included in the capital budget
- Ensures adherence with the approved budget
- Monitors actual versus budgeted expenses and takes corrective action where required
- Reviews daily PM/PX accounts to ensure full and prompt check-out and collection
- Review Night Audit and daily banking processes to ensure efficient, accurate and timely reporting
- Review of general ledger expenditure account allocation
- Informs Financial Controller of all circumstances which may highlight unusual results
- Makes appropriate recommendations to ensure smooth flow of financial transactions
- Participates on the month end financial analysis

In conjunction with the Executive Housekeeper

- Ensures that public areas of the Hotel are cleaned and maintained to Radisson standards
- Guest rooms are cleaned in a timely, efficient manner to Radisson standards
- Back of house areas are maintained to Radisson standards
- Ensures Housekeeping Department operates within budgeted parameters

In conjunction with the Chief Engineer

- Ensures that property presentation is maintained to Radisson standards
- Hotel equipment and plant is maintained
- Ensures Occupational Health and Safety and Public Liability regulations are complied with
- Ensure that the maintenance team operate within required safety parameters
- Ensure maintenance issues are addresses in a timely, efficient, competent, cost effective and professional manner
- Ensure Maintenance Department operate within budgeted parameters

Creates 100% guest satisfaction by providing the Yes I Can experience through performance that demonstrates the standards of, genuine hospitality and exceeding guest expectations

- Gives personal attention, takes personal responsibility and uses teamwork when providing guest service
- Listens, apologizes with empathy, finds a solution and follows through when resolving guest problems
- Provides Yes I Can genuine hospitality and teamwork on an ongoing basis
- Assumes the responsibility to notice when the guest is not satisfied and uses their best judgment as to when it is appropriate to use the 100% Guest Satisfaction
- Performs other duties required to provide the service brand behavior and genuine hospitality
- Adheres to the hotel policies and procedures
- Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objective of this position
- Maintains a favourable working relationship with all other hotel employees to foster and promote a co-operative and harmonious working climate
- At all times projects a favourable image of the Hotel to the public
- To deputise for the General Manager as directed
- Works in conjunction with the Human Resources Department to ensure that all HR initiatives, both at regional and hotel level are implemented and adhered to in a pro-active and professional manner.

Requirements

- Minimum three five years rooms division management experience
- Bachelors degree preferred
- Strong computer systems skills including; reservations and reporting systems
- Strong financial acumen
- Excellent communication skills, ability to influence situations
- Able to collaborate effectively with other hotel employees and managers to ensure teamwork
- Strong Microsoft Office suite and reporting system skills
- Strong negotiation skills
- Ability to work a flexible schedule

Skills

Fluent in English

Microsoft Office

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