Director of Front Office

The Hotel

Step inside a legendary revival at The Watergate Hotel, a luxurious urban resort located along the banks of the Potomac River. Here modern design blends with a storied past to redefine luxury. A place where travel and business are occasions worth celebrating, attention to every detail is the standard, and intrigue can be found just beyond every curve.

Location

The Watergate Hotel is centrally located in Washington, D.C., a city of political power, prestige, and elegance is culturally rich with theaters, museums, architectural splendors and unforgettable national memorials. The Watergate Hotel is situated within walking distance of the best the city has to offer.

Strategic Intent

It is the intent that the Director of Front of the House will keep the guest's experience and perspective in mind at all times. The Director of Front of the House will provide supervision, delegation, support and leadership in the Front Office in accordance with the objectives, performance and quality standards established by the hotel. Director of Front of the House will also serve as the Manager on Duty. This individual will also be responsible for developing & executing strategic and long term objectives for the department.

Organizational Structure

S/he will provide direction and supervision to the Assistant Front Office Managers/Supervisors as well as the Concierge, Front Desk Agents and the PBX Agents.

General Duties and Responsibilities

• Operate the Front of the House (Front Desk, Concierge, PBX, Bell/ Door and Valet) properly, efficiently and with profitability and in accordance with The Watergate Hotel service standards.
• Supervise and assist teams with their duties; provide guidance, direction and assist during peak volume periods on the Front Desk.
• Ensure a warm and genuine arrival and departure experience for all guests as per Luxury Forbes standards.
• Ensure all associates are informed & up-to-date with information on rates, promotional programs, and all information pertaining to The Watergate Hotel and the surrounding areas.
• Ensure that all associates are adhering to The Watergate Hotel grooming standard at all times.
• Maintain departmental SOP catalog and review with Director of Rooms any and all SOP revisions; continually monitor luxury hotel industry standards to ensure The Watergate Hotel is operating as a premiere leader in the industry.
• Review supplies (stationary, signature inserts, promotional items, etc.) and order as appropriate to established par levels.
• Serve as the Manager on Duty and be available to guests at all times.
• Facilitate the work schedule for (Front Desk, Concierge, PBX, Bell/ Door and Valet (through TPO)) to ensure proper staffing levels are respected at all times.
• Compile and maintain the daily Manager on Duty report.
• Ensure accurate communication of information and guest requests to all relevant departments.
• Personally welcomes guests in all VIP categories as well as repeat guests; recognize and anticipate their individual needs; share preferences with all associates as appropriate.
• Perform aspects of human resources and training functions, including counselling, coaching, training, disciplinary actions, etc., for (Front Desk, Concierge, PBX, Bell/ Door and Valet (through TPO))
• Identifies quality improvement trends and effectively communicate issues to the Director of Front Office; report glitches, track issue trends and provide innovative solutions to eliminate guest dissatisfaction.
• Handle all guest complaints and provide solutions to guest issues; ensure proper follow-up protocol is in place and all guest issues are resolved prior to departure.
• Manage the Front Office Up-Selling Program, encouraging participation & growth.
• Ensure all areas of responsibility are in perfect condition: lighting, cleanliness, music and lobby ambiance, all equipment working in proper order and coordinate with other leaders completion of tasks.
• All other duties/projects as assigned.

Experience and Requirements

• Must possess 2+ years of managerial experience in a luxury hotel front office department. Those with direct, related experience will be strongly favored.
• Bachelor's Degree in Hospitality Management or related field is required. A combination of education and experience will be taken into consideration provided the candidate has a very strong luxury-specific hotel background.
• Prior experience is required with guest preference systems; must be a seasoned veteran of managing diverse and complex stays including Entertainment, VIP's, Delegations, etc.
• Prior experience with SOP writing and maintenance is required.
• Prior experience managing and directing a PBX team is required.
• Superior communication skills are required with fluency in English.
• Must have strong leadership abilities with prior experience managing and motivating a high-functioning team.
• Strong multi-tasking abilities are required; must be able to work gracefully in a fast paced environment with shifting priorities.
• Must be computer proficient with strong knowledge base with MS Office, Opera, MICROS, Timesaver.
• Superior knowledge of front office operations is required; must be able to fluidly manage and monitor all areas of Front Office Operations at all times.
• Demonstrated team player with a drive and commitment to excellence.
• Must be able to work a flexible schedule (including early mornings, late nights, overnights, holidays and weekends) to accommodate all business goals and objectives.
• Must be physically able to meet the demands of the positions such as: lift/carry/push/pull 25+ lbs.; stand/walk for extended periods while on duty.
• Those with hotel pre-opening experience will be strongly preferred.
• Multi-lingual candidates are preferred.