Complex Director of Front Office - San Diego, United States - The Westin / Sheraton Carlsbad Resort & Spa

Description

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The Westin / Sheraton Carlsbad Resort & Spa provided pay range

This range is provided by The Westin / Sheraton Carlsbad Resort & Spa. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$73,000.00/yr - $75,000.00/yr

Direct message the job poster from The Westin / Sheraton Carlsbad Resort & Spa

Human Resources Director @ Grand Pacific Resorts | Driving HR Excellence

Position Purpose

Responsible for all front office functions and staff at The Westin Carlsbad Resort & Spa and Sheraton Carlsbad Resort & Spa. Areas of responsibility include Bell & Valet Staff, PBX/Yes Center Operations, Guest Services/Front Desk, and Activities, as applicable. As a department head, directs and works with managers and employees to successfully execute all front office operations, including guest arrival and departure procedures. Works to establish a safe and secure environment for all guests and associates. Strives to continually improve guest and employee satisfaction and maximize the financial performance of the department.

Essential Functions

Leading Front Desk and Guest Services Teams

•Utilizes interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.

•Encourages and builds mutual trust, respect, and cooperation among team members.

•Serves as a role model to demonstrate appropriate behaviors.

•Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in employees' absence.

•Establishes and maintains open, collaborative relationships with employees and ensures employees do the same within the team.

•Ensures recognition of employees is taking place across areas of responsibility.

•Communicates performance expectations in accordance with job descriptions for each position and monitors progress.

•Celebrates successes and publicly recognizes the contributions of team members.

Managing Guest Services and Front Desk Teams

•Achieves and exceeds goals including performance goals, budget goals, team goals, etc.

•Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.

•Develops specific goals and plans to prioritize, organize, and accomplish work.

•Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.

•Conducts department meetings and continually communicates a clear and consistent message regarding department goals to produce desired results.

•Supervises and coordinates all activities for luggage attendants, garage valets, door attendants, and concierge.

•Reviews staffing levels to ensure that guest service, operational needs and financial objectives are met.

•Understands the impact of Front Office operations on the Rooms area and overall property financial goals.

•Manages department controllable expenses to achieve or exceed budgeted goals.

•Provide recommendations and reports for capital expenditures, repairs and maintenance programs for all front office areas.

•Handle guest complaints and verify that all guest issues are resolved.

Managing Projects and Policies

•Verifies compliance with all Front Office policies, standards and procedures.

•Verifies property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures (SOPs).

Providing Exceptional Customer Service

•Provides services that are above and beyond for customer satisfaction and retention.

•Coordinates activities with other hotel departments in order to facilitate increased levels of communication and guest satisfaction.

•Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback, and individual coaching when needed.

•Supervises and managing employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence.

•Acts as the "Service Champion" for the Front Office and creates a positive atmosphere for guest relations.

•Displays leadership in guest hospitality, exemplifies excellent customer service, and creates a positive atmosphere for guest relations.

•Strives to improve service performance.

•Empowers employees to provide excellent customer service.

•Verifies that all Front Office areas have an atmosphere that is conducive to the overall guest experience.

•Reviews comment cards, guest satisfaction results and other data to identify areas of improvement.

•Responds to and handles guest problems and complaints.

•Observes service behaviors of employees and provides feedback to individuals and/or managers.

Managing and Conducting Human Resource Activities

•Identifies the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.

•Provides guidance and direction to subordinates, including setting performance standards and monitoring performance.

•Establishes challenging, realistic and obtainable goals to guide operation and performance.

•Solicits employee feedback, utilizes an "open door" policy, and reviews employee satisfaction results to identify and address employee problems or concerns.

•Verifies employees are treated fairly and equitably.

•Manages employee progressive discipline procedures for Front Office Staff.

•Administers the performance appraisal process for direct report managers.

•Interviews and hires managers and hourly employee team members with the appropriate skills and in a timely manner to meet the business needs of the operation.

Other:

Regular attendance in conformance with the standards, which may be established from time to time, is essential to the successful performance of this position.Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.In addition, attendance at all scheduled training sessions and meetings is required.

Upon employment, all employees are required to fully comply with Westin/Sheraton Carlsbad Resort & Spa rules and regulations for the safe and effective operation of the hotel's facilities.Employees who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:

·Must be able to speak, read, write and understand the primary language(s) used in the workplace.

·Must be able to read and write to facilitate the communication process.

·Requires good communication skills, both verbal and written.

·Extensive knowledge of the hotel, its services and facilities.

·Must have excellent customer relations skills and leadership capability.

·Must be detail oriented with outstanding organizational and communication skills.

·Must possess basic computational ability.

·Must possess basic computer skills.

·Must have excellent leadership capability and customer relations skills.

·Working knowledge of federal, state and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations, including, but not limited to the following statutes and their comparable state and local laws (where applicable): Title VII, ADEA, Equal Pay Act, Pregnancy Discrimination Act, FLSA, ADA, OSHA, FMLA, and NLRA.

Physical Demands

·Most work tasks are performed indoors.Temperature is moderate and controlled by hotel environmental systems.

·Must be able to sit at a desk for up to 4 hours per day.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.

·Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.

·Must be able to lift up to 15 lbs. occasionally.

·Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.

·Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.

·Vision occurs continuously with the most common visual functions being those of near vision and depth perception.

·Requires manual dexterity to use and operate all necessary equipment.

·Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.

QUALIFICATION STANDARDS

Education & Experience

·High school diploma or GED; 6 years' experience in the guest services, front desk, or related professional area, OR

·2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration or related major; 4 years' experience in the guest services, front desk, or related professional area.

·Previous Sheraton and/or Westin experience is highly desirable.

·Previous experience with Lightspeed Preferred.

·Knowledgeable of our Bonvoy Marriott program preferred.

Licenses or Certificates

Not applicable

Seniority level

• Seniority level

  Director

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Manufacturing

• Industries

  Hospitality

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Inferred from the description for this job

Medical insurance

Vision insurance

401(k)

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