Director of Front Office
Company: Courtyard Boston Downtown / North Station
Location: Lynn
Posted on: March 20, 2023
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Job Description:
We are exceptionally managed by Fontainebleau Development.
Our newest Courtyard property features a modern, sophisticated
design that marries our urban location with a tranquil energy. With
14-stories, 220 rooms, 2500 sq. ft. of meeting space & "The Bistro"
restaurant, we are offering an opportunity for a Director of Front
Office. Just a short commute away, we are conveniently located
within close proximity to Boston's North Station and all major
highways.
Position Overview: The Courtyard Boston Downtown North Station is
in search of a dynamic, self-motivated Director of Front Office who
will be responsible for managing all front office operations and
providing guests with quality service prior to and throughout their
stay, while maximizing room revenue, occupancy and guest
satisfaction.
Essential Job Functions:
-Maintain a high level of guest satisfaction and quality by
engaging with guests and taking all necessary actions to ensure
superior problem resolution
-Maintain compliance with Marriott Courtyard Quality Assurance
procedures and ensure the front office is consistently executing
brand and ownership standards
-Ensure that no-show and cancellation revenue is maximized through
consistent and accurate billing
-Manage performance levels of Front Office department staff,
including training, development, implementation of goals and
monitoring performance to exceed departmental and hotel targets,
while motivating team to improve and maintain positive morale
-Track guest satisfaction surveys and ensure any negative guest
reviews are responded to within 48 hours, addressing feedback and
taking all necessary internal corrective action
-Manage all brand-related guest communication tools, ensuring brand
and hotel parameters are exceeded consistently
-Remain abreast of the current Courtyard Brand Standards and ensure
Front Office employees are up to date on all required training
-Expediently respond and react to emergency situations, notifying
all necessary parties per company standards
-Ensure logging and delivery of all guest or admin messages,
packages and mail in a timely and professional manner
-Review daily Front Office reports and revenue reports generated by
Night Audit
-Prepare weekly schedule for the Front Office according to business
forecast, payroll budget guidelines and productivity
requirements
-Oversee Front Office payroll, ensuring employee productivity is
high and overtime is kept to a minimum
-Train employees on and be knowledgeable of Front Desk and Night
Audit checklists and procedures
-Establish and maintain key control system
-Maintain Market and department inventory while adhering to
Fontainebleau Development's standard operating procedures regarding
purchase orders, auditing of invoices and checkbook accounting
-Ensure that employees are, at all times, attentive, friendly,
helpful and courteous to all guests and colleagues
-Maintain an active role in recruitment for the department,
conducting interviews and being a key contributor to all hiring
decisions within the Front Office
-Other duties and responsibilities as assigned
Keywords: Courtyard Boston Downtown / North Station, Lynn , Director of Front Office, Executive , Lynn, Massachusetts
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