Front Office Director

Description

Marcus Hotels & Resorts is seeking a Front Office Director to be part of our team as we expand our portfolio. Our newest addition, The Lofton Hotel, is a downtown Minneapolis, full-service, $15M revenue property that is the first hotel in the Tapestry Collection by Hilton in Minnesota.

Purpose of Position: Supervises front desk operations to ensure a high degree of quality and service for guests and assists with supervision of Hotel operations when necessary.                 

Responsibilities:

• Manages and motivates all front office associates with the daily supervision to include staffing, training, discipline, scheduling, and visually monitoring performance to ensure adherence to all service and productivity standards to provide guest satisfaction.
• Responsible for several safety and security systems that support the hotel operation including but not limited to room keys, building keys, room inventory and maintenance status of rooms, security and camera systems.
• Assists with performance reviews, disciplinary actions and discharge of front desk associates.
• Schedules front desk associates to ensure acceptable coverage and maintains payroll within guidelines.
• Ensures high levels of quality and service in front desk area.
• Checks room reservations, front office systems, supplies inventory, scheduling, departmental budgeting to maximize revenue.
• Communicates with guests and employees both verbally and in writing to answer questions and provide clear direction in advising and instructing staff in details of work.  Organizes, conducts, and/or attends meetings to obtain and disseminate pertinent information.
• Implements and monitors all corporate marketing programs to include Hilton Honors, etc.
• Receives and resolves all departmental guest complaints in timely manner and within the guidelines of the company.
• Performs room inspections, which requires bending, stooping, reaching overhead and moving throughout guest floors.
• Assures current and accurate accounting, including cash drawer, bank deposit and change, checks, accounts receivable, advance deposits, credit cards and petty cash.  
• Assists in check in/check out of guests or any related guest service activity.

Requirements:

• Considerable knowledge of computer systems for registration, reservations, and support/back up systems.
• Above average mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.
• Ability to read, write, speak, and understand the English language to communicate with guests and employees.
• Thorough organization and supervisory skills proficient in accomplishing the task.  Ability to develop subordinates to enhance advancement in the hotel and corporation.
• Ability to analyze complex statistical data and make judgments accordingly.
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information and resolve conflicts.
• Minimum of two to five years experience as Assistant and/or Front Office Manager.
• CPR Certification and/or First Aid Training preferred.
• 4 year degree preferred.
• Additional language ability preferred. 
• Practices professional organization skills.

We offer the following great benefits:

• Free employee meal
• Room discounts at Hilton and Marcus Hotels & Resorts properties
• Employee referral bonus program

For each position, we require a stable work history verified by a background check, a positive attitude, a willingness to be a team player, and the ability to work weekends and holidays.

Marcus Hotels & Resorts is an Equal Opportunity Employer.