Director of Front Office
Company: Courtyard Boston Downtown / North Station
Posted on: March 20, 2023
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
here to apply!