Director of Guest Relations (Front Office) - Beach Club

Director of Guest Relations (Front Office)

• Beach Club The Boca Raton
• 3.

5 Boca Raton, FL Job Details Full-time 10 hours ago Benefits Health insurance Dental insurance 401(k) Flexible spending account Tuition reimbursement Paid time off Vision insurance 401(k) matching Employee discount Life insurance Qualifications Operations management Inventory management Writing skills English Managing hospitality teams Team development Recruiting Office experience Full Job Description Summary The Director of Guest Relations is responsible for managing all front office operations, supporting the bell and valet teams and has proven experience in leading a team in a Five Star Service environment. Essential Functions Manages all Guest Relations department team associates. Must be able to direct, guide and lead a team of Guest Relations and Bell Valet Leadership. Responsible for all team associates hiring, training, counseling, and discipline. Schedule manager and associates responsibly handle business needs and flex as needed. Is accountable for Front Drive results and performance from Guest Database audit, Guest Satisfaction, Forbes Travel Guide, and Social Media surveys, in areas relating to guest arrival and departure experiences. Prepares staff schedules to ensure the best operational effectiveness within budgetary guidelines. Responsible for meeting targeted revenue enhancement monthly goals. Support human resources functions including recruiting, selection, orientation, training, performance planning and evaluations, pay and reward programs. Ensure all training plans are submitted before a new employee attends orientation. Conduct weekly meetings with guest relation managers to ensure communication is current and up to date. Assign projects to support, motivate leadership team in supporting Forbes Five Star training and delivery. Ensures the front office always has the correct information and proper equipment to complete department functions; and prioritizes and organizes all projects that pertain to improving front office functions. Responsible for maintaining proper organization of the front desk and back-office areas. Incorporate/inventory management system for supplies and conduct bi-weekly inspection for proper supplies on hand. Communicates effectively both verbally and in writing to provide clear directions to staff. Assigns and instructs guest service and front desk agents in the details of work. Observes performance and encourages improvement. Informs and updates executives, peers, and subordinates on relevant information in a timely manner. Uses creative management skills to solve problems. Ensures compliance with The Boca Raton standards are met to ensure consistent high quality guest relations. Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement. Handles guest relocations as required. Provides guestroom and hotel tours. Must be familiar with all hotel services including spa, member services and resort dining options. Assists other guest services areas with daily operations and supervision. Manages Operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction. Assists other guest services areas with daily operations and supervision. Prepares daily forecast of expected arrivals and departures. Administration of all personnel files, including training records. Responsible for all personnel administrative records includes monitoring payroll vacations requests, portages collection and assist in monitoring distribution sales/payout gratuities. Attend weekly leadership meetings. Conduct monthly front office department meetings and on time. Ensure the training and development of all associates, including direct reports, is consistent. Work with Director of Housekeeping, Bungalow Manager, Bell & Valet Manager, and GEM Director to ensure cross communication is open to all departments. Perform front desk duties in high demand times. Other duties as deemed appropriate by the management leadership.

Knowledge, Skills, and Abilities:

Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees. Ability to access and accurately input information using a moderately complex computer system, including property management systems. Knowledge of Microsoft Office, specifically Word and Excel. Strong knowledge of Opera, and all applicable software programs used. Must be able to multitask using multiple software applications at any given time. Ability to understand guest needs and expectations and deliver superior customer services with a little input from others. Must be an excellent communicator is all aspects of his/her job including coworkers and guests. Always looking for the best interest for both guest and resort. Able to perform a job with attention to details and the ability to organize and handle multiple tasks effectively. Must handle difficult situations and hold team associates accountable. Effective verbal and written communication skills in English a must. Must be able to work in teams and involve others in the decision-making process when applicable. Ability to be fully flexible in availability to accommodate hotel occupancy and business demand. Forward thinking and sharp trainer skills and ability to mentor and develop team members. Ability to successfully motivate and lead a team through leading by example. Ability to plan and organize large or multiple projects and complete within deadlines. Maintain high visibility resulting in a minimum of 70% of time spent on the floor with the teams. Support the bell and front drive services when needed for coverage. Support the Bungalow team when needed for coverage. MUST have flexible schedule, including availability on weekends and holidays as needed or directed.

Education/Experience Requirements:

Minimum 2 years as a Director of Front Office experience working in a 5-star hotel environment. Assistant Director of Front office with 3 years or more with luxury background would also be considered. Managed a team of managers and hourly associates. Degree in Hospitality or Hotel Management preferred.

Physical Requirements Frequency Key:

Rare

• up to 1 hour, Occasional
• 1-3 hours, Frequent
• 3-6 hours, Constant
• 6-8 hours Physical Activity Frequency Sitting Frequent Walking Frequent Climbing stairs Frequent Standing Constant Crouching/Bending/Stooping Frequent Reaching Frequent Grasping Constant Pushing/Pulling Frequent Near Vision Constant Far Vision Constant Hearing Constant Talking Constant Smell Occasional Taste Never Lifting/carrying (#50 lbs.

) Occasional Travel Rare Standing, bending, stooping, and lifting weights up to and including 50 lbs. may be required. In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Job Type:

Full-time Benefits:

401(k) 401(k) matching Dental insurance Employee discount Flexible spending account Health insurance Life insurance Paid time off Tuition reimbursement Vision insurance

Experience:

luxury hospitality : 2 years (Required) Ability to

Commute:

Boca Raton, FL 33432 (Preferred) Ability to

Relocate:

Boca Raton, FL 33432: Relocate before starting work (Required)

Work Location:

In person