Assistant Front Office Director

THE FAENA CULTURE

The FAENA Movement is one of culture, art and community. The FAENA Culture is steeped in the warmth and traditions of the south combining authentic and attentive hospitality with the world’s finest amenities. We act as a catalyst in making dreams a reality with the collaboration of ideas. Creating carefully curated spaces paired with excellence in service to delight the most sophisticated guests as they are indulged by the FAENA Culture. 

JOB OVERVIEW

The Assistant Front Office Director assists in the management of all functions within the Front Office. Provides leadership and direction to the team members of the department. Champions Forbes Five Star Standards and is responsible to ensure employees follow all service initiatives within the department. Our Assistant Front Office Director will be responsible for assisting the Front Office Director in all aspects of Management of the Front Office Team, in this position you must be able to handle guest complaints, as well as manage Front Office when Front Office Director is not present.

DUTIES AND RESPONSIBILITIES:

• Responsible for overseeing and managing the operations of the Front Desk, Guest Relations, Valet, Guest Services, Bell, Door, Concierge and Night Audit.

•  Leads, coach, sets clear goals and expectations for our team members, and ensures that the level of customer service delivered to the guest is consistent with Five Star Standards.
• Assists in the direction and administration of all Front Office operations to include, but not limited to, guest service and registration (check-in/check-out), room inventory and availability, marketing initiatives, systems use and management, budgeting and forecasting, department management, policy and procedure implementation and enforcement and meeting participation and facilitation.
• Monitors and assesses service and satisfaction trends, evaluates and addresses issues and makes improvements accordingly.
• Oversees the VIP process to include, but not limited to, reviewing VIP reservations, administering amenity orders, managing resumes for incoming guests and groups, updating inventory in the system, monitoring special requests and overseeing rate changes on in-house guests.
• Initiates and implements marketing up-selling techniques to promote hotel services and facilities to maximize room occupancy and overall revenue.
• Ensures team members have current knowledge of hotel products, services, facilities, events, pricing and policies and knowledge of the local area and events.
• Runs and completes daily reports, analyzes data and make decisions based on data.
• Resolves guest issues and concerns to guest satisfaction and Five Star Standards.
• Generates maximum financial performance for the hotel. This includes responsibility for generation of revenue, and effective cost controls.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures with the assistance of the Front Office Director; Contributes to profits and revenue; Conserves organizational resources.
• Completes payroll procedures in ADP system and ensures payroll actions are completed weekly.

• Prepares department schedule according to business forecast, payroll budget guidelines and productivity requirements.

REQUIREMENTS 

• Two (2) to Three (3) years experience as a Front Office Manager or Assistant Director overseeing a team in a 5 star property or similar establishment. 

• Exceptional knowledge in tools: Excel, brand systems, Opera, ADP
• College degree (BS/BA) preferred
• Skilled in problem analysis, problem solving and decision making
• Aptitude to perform numerical analysis of data and formulate conclusions and solutions
• Must possess strong communication and listening skills in both group and one-on-one situations, excellent speaking, reading and writing skills
• Driven leader vulnerable to others’ talents and able to use collaboration to achieve the best results
• Able to easily identify and utilize emerging trends and technology to generate revenue 
• Must exhibit an approachable, authentic and engaging demeanor, setting an example for all Team Members
• Exhibits a professional attitude, diplomacy and an ability to handle difficult situations
• Demonstrates an exceptional environment of sincerity, warmth and fun for team members and guests.
• The ability to interact with guests, providing full knowledge and assistance for maximum guest usage in a friendly but unobtrusive manner 
• Highly responsible, reliable and ethical. A reputation for honesty and integrity.
• Results oriented and highly motivated self-starter.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.
• Ability to work days, nights and weekend; when necessary

PHYSICAL ABILITIES

Ability to lift up to 25 pounds; Ability to move safely in uneven terrain or in confined spaces; Ability to see and respond to dangerous situations; Ability to remain in stationary position for 8 hours or more; Ability to move safely in uneven terrain or in confined spaces; Ability to see and respond to dangerous situations; Ability to remain in stationary position for 8 hours or more. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task; Availability to work When Facility Is Open: This could include nights, weekends, and holidays. • CPR and First Aid certified. • Medium Work: Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently, and/or up to 10 pounds of constantly to move objects. • May occasionally lift and/or move up to 25 pounds.