Director of Front Office - Bend - Sunriver Resort

Description

Overview

Set the standard and shape the experience We're searching for a Director of Front Office who knows how to deliver flawless operations and unforgettable guest moments.The Director of Front Office directs and administers all Front Office operations to ensure profitability and quality standards to achieve total guest satisfaction. S/he oversees the Front Desk, VR Guest Services, Concierge and Bell/Valet/Transportation operations. S/he oversees room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Director of Front Office motivates and trains staff to provide the most exceptional guest service as well as maintain the AAA Four Diamond standards.

The Director of Front Office will always conduct him/herself in a manner which supports values of Sunriver Resort:Trust, Commitment, ad Open & Honest Communication. The Director of Front Office shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Sunriver Resort Culture

Enjoy where you work At Sunriver Resort, our team members experience exceptional perks and benefits, including:

• Up to 26 days of Paid Time Off per year
• Free gym membership
• Comprehensive medical and health benefits
• Complimentary golf and recreation privileges
• 50% off food and retail purchases
• Complimentary and discounted stays across CoralTree properties
• Free Employee Assistance Program
• Learning and development opportunities
• Genuine culture
• …and so much more

Responsibilites

• Performs front desk duties as needed
• Greets and welcomes guests upon arrival
• Manage online reputation by monitoring and responding to all guest surveys and reviews
• Handles all guest related concerns including complaints and emergencies
• Create, implement and execute SOPs for new processes and procedures
• Oversight of the rooms internship program
• Prepares forecasts and reports and assists in the development of the rooms budget
• Supervises the performance, attendance, attitudes, appearance and conduct of front office team
• Recommends discipline and/or termination when appropriate
• Ensure that the procedures for guest check-in and check-out are maintained
• Follows-up on all VIP blocks and inspect room prior to arrival
• Assist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectations
• Manages timely and thorough completion of performance appraisals
• Monitors and maintains the front office systems and equipment to ensure their optimum performance
• Inspects departure report daily, updating records as necessary
• Responsible for maintaining all financial and routing accuracy on guest reservations, house accounts, travel agency commissions, rewards program and other in-house transactions as needed
• Resolves problems arising from guest complaints, reservation and room assignment activities
• Develops and implements controls for expense management
• Develops strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenues
• Assists with the development, training and inspiration of front office staff for promotion
• Provides prompt follow-up to all guest concerns
• Utilizes labor management tools to schedule and control labor costs
• Empowers front office team to exceed service standards
• Instills a calm, organized approach in all stressful situations
• Works with HR to recruit and hire staff
• Completes all proper new hire and termination paperwork
• Ensures the all departments within front office are equipped with the proper tools
• Assists with design and implementation front office training programs
• Maintains a safe and pleasant work environment
• Works closely with Reservations, Property Management, Recreation Outlets, Food & Beverage Outlets, Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
• Attends appropriate resort, division and department meetings
• Assures guest service standards are being applied by all front office team members
• Maintains a strong morale and spirit throughout front office team
• Responsible for the achievement of department goals and objectives
• Conducts department meetings monthly
• Meets with direct reports one-on-one weekly
• Meets with night audit team bi-weekly
• Reviews guests feedback through Revinate and communicates information to team to ensure continual guest satisfaction
• Focuses on improving and implementing new technology features
• Provides clear direction of goals and objectives to front office team
• Gain knowledge of other IBUs in relation to rooms
• Accepts incoming guest correspondence and transmits appropriately
• Resolves guest issues promptly and with great care and effectiveness
• Communicates pertinent information to team, i.e. in-house VIPs, changes in policies and procedures, resort events, etc.
• Completes appropriate front office reports
• Compile an annual financial analysis for each privately owned unit that includes guest feedback and annual inspection
• Maintains records for all VIPs, special requests, etc.
• Maintains an up to date working knowledge of all resort amenities as well as any special events
• Inspect vehicle for damage; document required repairs.
• Inspect vehicle for operating condition and rectify any deficiencies (i.e., tire pressure, oil/fuel/water levels)
• Inspect vehicle for cleanliness, inside and out; rectify any deficiencies

Qualifications

EXPERIENCE & EDUCATION:

• High school diploma or equivalent
• College degree in desired area of study preferred
• Prior hospitality experience required
• Prior AAA Four Diamond Standards experience preferred
• At least two years supervisory experience required
• At least one year front office supervisory experience required
• Prior experience with Springer-Miller required

JOB REQUIRMENTS:

• Must have a valid Oregon drivers license and meet company driving standards
• Must have strong computer skills
• Must have excellent leadership skills
• Must be a positive example for team
• Must have strong working knowledge of Microsoft Office programs
• Must possess excellent communication skills
• Must be professional in appearance and demeanor
• Must always ensure a teamwork environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays

WORKING CONDITIONS:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking;
• Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance;
• While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);