HEI Hotels & Resorts
Director of Front Office
HEI Hotels & Resorts, San Francisco, California, United States, 94199
Director of Front Office
Job Locations:
US-CA-San FranciscoRequisition ID:
2024-50526Category:
Front Desk / Guest ServicesPosition Type:
Regular Full-TimeFLSA Status:
ExemptLocation Name:
The JaySalary Range:
USD $100,000.00 - $110,000.00/Yr.Discretionary Performance Bonus Eligible:
YesTipped / Service Charge Eligible:
NoAbout Us
The Jay, Autograph Collection is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay is an ode to classic San Francisco, peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style. Our goal is to delight our guests with the element of discovery and authentic connection to the city, its neighborhoods, and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service. We offer competitive benefits for all associates including a comprehensive medical plan, free employee meal per shift, discounted public transportation, and more.Overview
Oversees the Front Office/Guest Services Department. This position acts as a liaison to the Front Office Management and all aspects of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.Responsibilities
Communicates effectively in writing and verbally to provide clear direction to staff.Observes team member's performance and encourages improvement.Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services Staff.Oversees all guest and VIP arrivals and departures to ensure the highest levels of guest service.Ensures that training programs of Front Office and Guest Services team members are in compliance.Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.Oversees hotel quality assurance meetings focusing on continuous improvement.Ensures that all team members use guest names in a natural manner to ensure warm and personalized service.Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups.Monitors special reservation requests, including handling rate changes on in-house guests.Computes daily payroll, schedules, and other reports to ensure maximum efficiency within payroll budget.Reviews in-house, arrival, and departure guests to ensure credit challenges are avoided.Assists Finance department to address all credit challenges.Develops individual and team agendas focusing on operational efficiency, quality improvement, and financial benefits.Plans, presents and implements training modules to ensure all front office employees are kept up with the latest customer service techniques.Monitors training and employee progress to ensure Guest Service Culture Standards are followed.Ensures brand standards are adhered to daily by all team members in the department.Interacts positively with team members to foster team spirit and loyalty.Seeks opportunities to ensure customer loyalty.Prepares team for all Quality Assurance inspections.Attends and participates in meetings to ensure the success of the hotel.Qualifications
Education and Experience:Minimum 3 Years Hotel Front Office Management Experience Required.Minimum of two-year department head level experience.Union Experience Required.Four-year college degree.PMS System training required; Lightspeed & GXP training highly preferred; Opera training optional.Knowledge, Skills and Abilities:Ability to effectively deal with team members and customers, some of whom will require high levels of patience, tact and diplomacy.Excellent interpersonal skills to provide overall guest satisfaction.Excellent mathematical comprehension to understand and interpret numbers.Ability to effectively communicate in English with guests and team members.Ability to work under pressure and deal with stressful situations.Effective verbal and written communication.Ability to adapt communication style to suit different audiences.Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness. For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.
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Job Locations:
US-CA-San FranciscoRequisition ID:
2024-50526Category:
Front Desk / Guest ServicesPosition Type:
Regular Full-TimeFLSA Status:
ExemptLocation Name:
The JaySalary Range:
USD $100,000.00 - $110,000.00/Yr.Discretionary Performance Bonus Eligible:
YesTipped / Service Charge Eligible:
NoAbout Us
The Jay, Autograph Collection is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay is an ode to classic San Francisco, peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style. Our goal is to delight our guests with the element of discovery and authentic connection to the city, its neighborhoods, and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service. We offer competitive benefits for all associates including a comprehensive medical plan, free employee meal per shift, discounted public transportation, and more.Overview
Oversees the Front Office/Guest Services Department. This position acts as a liaison to the Front Office Management and all aspects of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.Responsibilities
Communicates effectively in writing and verbally to provide clear direction to staff.Observes team member's performance and encourages improvement.Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services Staff.Oversees all guest and VIP arrivals and departures to ensure the highest levels of guest service.Ensures that training programs of Front Office and Guest Services team members are in compliance.Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.Oversees hotel quality assurance meetings focusing on continuous improvement.Ensures that all team members use guest names in a natural manner to ensure warm and personalized service.Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups.Monitors special reservation requests, including handling rate changes on in-house guests.Computes daily payroll, schedules, and other reports to ensure maximum efficiency within payroll budget.Reviews in-house, arrival, and departure guests to ensure credit challenges are avoided.Assists Finance department to address all credit challenges.Develops individual and team agendas focusing on operational efficiency, quality improvement, and financial benefits.Plans, presents and implements training modules to ensure all front office employees are kept up with the latest customer service techniques.Monitors training and employee progress to ensure Guest Service Culture Standards are followed.Ensures brand standards are adhered to daily by all team members in the department.Interacts positively with team members to foster team spirit and loyalty.Seeks opportunities to ensure customer loyalty.Prepares team for all Quality Assurance inspections.Attends and participates in meetings to ensure the success of the hotel.Qualifications
Education and Experience:Minimum 3 Years Hotel Front Office Management Experience Required.Minimum of two-year department head level experience.Union Experience Required.Four-year college degree.PMS System training required; Lightspeed & GXP training highly preferred; Opera training optional.Knowledge, Skills and Abilities:Ability to effectively deal with team members and customers, some of whom will require high levels of patience, tact and diplomacy.Excellent interpersonal skills to provide overall guest satisfaction.Excellent mathematical comprehension to understand and interpret numbers.Ability to effectively communicate in English with guests and team members.Ability to work under pressure and deal with stressful situations.Effective verbal and written communication.Ability to adapt communication style to suit different audiences.Benefits
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental, and financial wellness. For your physical and mental wellness, we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick, and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future.Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, and the California Fair Chance Act.
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