Director of Front Office

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Job description

About Us:
The Jay, Autograph Collection is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay, completely renovated, is an ode to classic San Francisco; peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style. The design and offerings of the hotel are inspired by the makers and innovators who made San Francisco great. It is a true celebration of those who shaped San Francisco. The word "Jay" in Latin means "to celebrate", hence the name, The Jay.

Our goal is to delight our guests with the element of discovery and authentic connection to the city, it's neighborhoods and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service as a "friend-in-the-know" when it comes to engaging our luxury life-style guests. We offer competitive benefits for all associates including a comprehensive medical plan, free employee meal per shift, discounted public transportation, all associate outings, and more.

An opportunity to help this rebranding and transition into Marriott's Autograph Collection portfolio, a completely renovated and redesigned luxury destination, creating the newest jewel of San Francisco's Embarcadero/Jackson Square/FiDi neighborhood. Oh, and we have fun, work hard and laugh a lot. This is an exciting time in the hotel's history - you should be part of it!

Don't meet every single requirement of this job? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview:
Oversees the Front Office/Guest Services Department. This position acts as a liaison to the Front Office Management and all aspect of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.

Responsibilities:
Communicates effectively in writing and verbally to provide clear direction to staff

Observes team member's performance and encourages for improvement

Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services Staff

Oversees all guest and VIP arrival and departure to ensure highest levels of guest service and makes staffing adjustments as required with Front Office Manager

Ensures that training programs of Front Office and Guest Services team members are in compliance

Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.

Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction

Ensure that all guest surveys are responded to timely

Oversees the hotel quality assurance meeting focusing on continuous improvement

Ensures that all team members use guest name in a natural manner to ensure warm and personalized service according to Guest Service Delivery Standards

Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests

Monitors special reservation requests, including handling rate changes on in-house guests

Computes daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.

Reviews in-house, arrival and departure guests to ensure credit challenges are avoided

Assists Finance department to address all credit challenges

Develops individual and team agendas focusing on operational efficiency, quality improvement and or financial benefits

Plans, presents and implements training modules and supporting components to ensure all front office employees are kept up with latest customer service techniques and tools

Monitors training and employee's progresses to ensure Guest Service Culture Standards are followed

Participates in all necessary training as directed.

Ensures brand standards are adhered to daily by all team members in the department

Interacts positively with team members to foster team spirit and loyalty

Seeks opportunities to ensure customer loyalty

Prepares team for all Quality Assurance inspections

Attends and participates in meetings to ensure the success of the hotel.

Qualifications:
Education and Experience

Minimum 3 Years Hotel Front Office Management Experience Required

Minimum of two-year department head level experience

Union Experience Required

Four-year college degree

PMS System training required; Lightspeed & GXP training highly preferred; Opera training optional.

Knowledge, Skills and Abilities

Ability to effectively deal with team members and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Excellent Interpersonal skills to provide overall guest satisfaction.

Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

Ability to access and accurately input information using a moderately complex computer

Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.

Ability to work under pressure and deal with stressful situations during busy

Effective verbal and written communication

Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Benefits:
HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you!

For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Vacation programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status.

Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.

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