Director of Front Office
Company: HEI Hospitality, LLC
Location: San Francisco
Posted on: February 1, 2025
Job Description:
About UsThe Jay, Autograph Collection, San Francisco's newest
luxury life-style hotel, 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, its 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.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.OverviewOversees the Front
Office/Guest Services Department. This position is responsible for
all aspects 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.
- Ensures 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.
- Oversees the monthly departmental meetings for Front Office and
Guest Services.Qualifications
- High school graduate or equivalent required. Four year college
degree preferred.
- Minimum of three years of front office management hotel
experience required.
- Minimum of two year department head level hotel experience
required.
- Labor Union experience required.
- 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 system.
- 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 periods.BenefitsHEI 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 Holiday 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 'You Decide' and Hotel Room Discount programs provide
additional incentives for choosing HEI as the employer of your
future.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.Applicants in Massachusetts: It is unlawful in
Massachusetts to require or administer a lie detector test as a
condition of employment or continued employment. An employer who
violates this law shall be subject to criminal penalties and civil
liability.
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Keywords: HEI Hospitality, LLC, San Jose , Director of Front Office, Executive , San Francisco, California
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