Director of Front Office- The Westin at The Woodlands

Overview

The Director of Front Office Operations at The Westin ensures the smooth and efficient operation of Guest Services, Concierge, PBX, and Uniformed Services/Transportation. This role focuses on providing exceptional, luxury service to guests throughout their stay while maximizing room revenue and occupancy, adhering to Marriott's high standards of quality.

Responsibilities

• Motivate, coach, counsel, and discipline Front Office/PBX and Valet Staff to achieve high levels of guest satisfaction and operational excellence.
• Collaborate with other departments (Housekeeping, Sales, Food & Beverage) to ensure seamless operations and superior guest experience.
• Develop employee morale and ensure comprehensive training for Guest Services personnel.
• Maximize room revenue and occupancy by reviewing daily status, analyzing rate variance, and monitoring credit reports and daily house counts.
• Participate in the Manager on Duty program as scheduled.
• Prepare and adjust employee schedules according to business forecasts, payroll budget guidelines, and productivity requirements.
• Anticipate guests’ needs, respond promptly, and ensure all guests receive attentive, personalized service.
• Resolve guest complaints to ensure satisfaction.
• Maintain cleanliness, sanitation, and organization of assigned work areas.
• Have thorough knowledge of hotel features/services, room types, rates, packages, promotions, and departmental policies.
• Access all functions of the computer system and ensure proper telephone etiquette.
• Establish par levels for supplies and equipment, and complete requisitions as needed.
• Ensure current information on rates, packages, and promotions is available at the Front Desk and that staff are knowledgeable.
• Review daily business levels, anticipate critical situations, and plan effective solutions.
• Monitor expenses and track actuals against budget.
• Coordinate staff breaks, assign work duties, and conduct pre-shift meetings.
• Monitor the check-in/check-out process and assist as needed to expedite guest service.
• Ensure guest requests are followed up promptly and monitor communication logs.
• Oversee safe deposit box procedures and ensure accuracy and availability of keys.
• Process guest mail and express check-outs according to procedures.
• Monitor staff interactions with guests to ensure prompt and courteous service.
• Assist guests with lost/stolen articles and adhere to hotel policies for accidents or emergencies.
• Contact newly registered guests to establish satisfaction and resolve any issues immediately.
• Document calls according to procedures and ensure guest room access security.
• Ensure all cashiering procedures comply with Accounting policies and standards.

Luxury Requirements

• Ensure all guest interactions reflect the highest standards of luxury hospitality.
• Maintain an impeccable appearance and demeanor, setting an example for staff.
• Provide personalized services such as arranging bespoke experiences, luxury transportation, and exclusive amenities.
• Foster a culture of excellence and attention to detail in all guest services.
• Stay updated on luxury hospitality trends and incorporate best practices into daily operations.
• Develop and maintain relationships with VIP guests, ensuring their preferences and expectations are consistently met.
• Coordinate with luxury brands and partners to enhance guest experiences.

Qualifications

• Minimum of three years' prior guest service experience in luxury branded hospitality.
• High School Diploma or equivalent required; some college or college degree preferred.
• Experience with Windows, Office, and SMS or similar hotel property management systems.
• Proficiency in English; bilingual preferred but not required.
• Ability to handle multiple tasks in a fast-paced environment and remain calm during difficult situations.
• Excellent guest and associate relations skills.
• Strong problem-solving, leadership, motivational, organizational, and communication skills.
• Excellent office and organizational skills, including office procedures and filing systems.
• Flexibility to work varied shifts, including nights, weekends, and holidays.
• Must be 18 years or older.

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