Front Office Director

Property Overview ;

Hilton Garden Inn Detroit Downtown

We're in the heart of downtown Detroit, a short walk from the dining and entertainment of Greektown. Comerica Park, Ford Field, Detroit Opera House, and the Fillmore are within a half-mile. Detroit Institute of Arts and Motown Museum are a short drive. Enjoy all-day dining at our restaurants - Garden Grille and Chrome Bar & Grille. WiFi's on us.

Company Overview

SPIRE Hospitality is a management company specializing in creating memorable guest experiences and delivering best-in-class service at our hotels and resorts across the country. We ensure you have the support, tools and opportunities you need to get the job done, grow as an individual, and excel in your hospitality career.

We offer a comprehensive full-time benefits package consisting of EARLY PAY OR EARNED WAGE ACCESS get paid before payday, medical, dental, vision, pet discount program, identity theft protection, pre-paid legal support, flexible spending accounts, matched 401K, life, critical accident or illness, short- & long-term disability, paid time off, wellness programs, wonderful hotel discounts and much more!

This role will provide amazing guest service while maintaining the full operational functionality of the building. You and the entire guest service team are responsible for the guest experience within the hotel building. Taking pride and passion for your work and working within a team.

Essential Job Functions:

• Communicate effectively both orally and in writing to provide clear direction to staff
• Observe performance and encourage improvement
• Interview, select, trains, supervises, evaluated, counsels, and administers disciplinary procedures for front office staff
• Monitor lobby traffic and makes staffing adjustments as required
• Reviews VIP reservations and ensures proper handling of VIP's and groups, administers amenity orders, and resumes for incoming guests
• Monitors special reservation requests handling and oversees rate changes on in-house guests
• Computes daily payroll, schedules, and other reports
• Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to ensure staffing levels are applicable to the occupancy of the hotel
• Manages front office staff, resolves guest concerns, and implements resolution by using discretion and judgment
• Frequently serves in role as Manager On Duty
• Fields guest complaints, conducting a thorough research to develop the most effective solutions and negotiate results
• Analyzes data and makes decisions based on prior experiences and knowledge of circumstances to ensure staffing levels are applicable to the occupancy of the hotel
• Manages front office staff, resolves guest concerns, and implements resolution by using discretion and judgment
• Frequently serves in role as Manager On Duty
• Fields guest complaints, conducting a thorough research to develop the most effective solutions and negotiate results
• Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning
• Remain calm and alert especially during emergency situations and heavy hotel activity
• Plans and implements detailed steps by using experienced judgment and discretion
• Regularly review Front Office S.A.L.T scores to maximize rooms' revenue
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  Facilitate departmental meetings
  
  

Physical Demands:

• Ability to lift, carry, push or pull 10 lbs
• Standing and moving about in the guest services and the building throughout the shift
• Primarily standing for majority of shift