Job Director, Front Office

Job Description

Director, Front Office
The Director, Front Office is an active & contributing member of the Rooms Division, overseeing the effectiveness of luxury guest services, employee performance & development and service enhancements for the overall Front Office Operations. The candidate is responsible for the operations of our Front Desk, Guest Services, Royal Service and Fairmont Gold departments; providing vision and leadership that fosters an engaged team and ensures quality, efficiency and superior luxury service. The Director, Front Office will be a key individual leading the Front Office leaders and colleagues.

Reporting to the Director, Operations, responsibilities and essential job functions include but are not limited to the following:

• Leadership & Service Excellence: Oversee Front Office, Royal Service, Fairmont Gold, and Guest Services, ensuring proactive, flawless luxury experiences delivered by an engaged workforce. Actively lead strategic customer satisfaction initiatives aligned with Voice of Guests (TrustYou) and Leading Quality Assurance standards.
• Ambassador for Guests: Serve as a spokesperson, catering to VIPs and loyal guests with tailored services, addressing concerns promptly, and collaborating across departments to resolve issues effectively.
• Problem Resolution: Spearhead recovery processes within Front Office, ensuring guest issues are resolved during their stay through effective communication and timely intervention.
• Guest Feedback Management: Partner with the Director of Guest Experience & Operational Training to analyze feedback, develop strategies for service and product improvements, and implement actionable insights from reports.
• Financial & Revenue Management: Maintain accurate financial forecasts and budgets, maximize revenue through participation in revenue strategies, and oversee cost control. Develop and manage upsell incentive programs to motivate staff and optimize revenue.
• Team Development: Drive recruitment, training, and performance management within the department. Foster a culture of engagement and satisfaction as reflected in Employee Engagement Survey results. Focus on succession planning and career development for colleagues.
• Operational Excellence: Regularly update and document procedures, conduct monthly departmental meetings, and ensure seamless communication across the team and hotel. Maintain peak condition of facilities, adhering to the brand’s luxury standards.
• Accor Loyalty Program: Act as the Accor Live Limitless program champion, achieving enrollment goals, ensuring VIP and loyalty member requirements are met, and training staff on program standards.
• Health & Safety: Promote a safe work environment, adhering to Health & Safety standards, conducting regular training, and participating in the Health & Safety Committee.
• Crisis Management: Lead crisis management and business continuity plans, ensuring all staff are trained and emergency protocols are consistently implemented.
• Other Responsibilities: Align departmental goals across colleague engagement, guest satisfaction, and financial pillars. Perform additional duties as assigned.

This comprehensive role demands strategic leadership, operational precision, and a commitment to delivering exceptional guest experiences while fostering a culture of excellence within the team.