Reports To:
Front Office Manager Position Summary: Manages all Front Desk, Audit, Bell Services, Doormen, Club Services, Mail Handling & Distribution, Security/Receiving personnel and CPD off-duty officers. Maintains Property Management System, guest room security system, and related interfaced computer systems. Develops and implements policies and procedures to ensure guest satisfaction and the proper execution of all member and guest services as related to the above areas.
Essential Functions:- Lead the daily operations and supervision of Front Office, Night Audit, Bell/Door, Club Services, Security/Receiving, and related staff.
- Hire, train, coach, schedule, evaluate, and manage performance for department employees.
- Develop, maintain, and communicate department policies, procedures, service standards, and standard operating procedures.
- Ensure a high level of member and guest service, including efficient check-in/check-out, concierge support, billing resolution, and VIP arrangements.
- Oversee guest room systems, room key and master key controls, and other Front Office technology and equipment.
- Partner closely with Housekeeping, Engineering, Accounting, Sales, and other departments to support guest room operations and Club events.
- Monitor occupancy, staffing, labor costs, revenue, and operational trends and provide reports and recommendations to senior management.
- Ensure compliance with cash handling, credit, accounting, security, and audit procedures.
- Coordinate parking and valet operations and maintain relationships with external parking and building security partners.
- Oversee Club mail services, gift counter operations and inventory, coat check, lost and found, and reciprocal club guest cards.
- Support Club safety and emergency response procedures, including coordination of emergency services when necessary.
- Foster a positive, professional, and collaborative work environment throughout the department and Club.
- Perform additional duties as assigned, including occasional overnight coverage shifts.
Qualifications and Skills:
Education: Bachelor's degree in Hotel Administration, Business Administration or Certification in Hospitality Management preferred.
Experience:
Minimum of 5 years of experience gained through increasingly responsible positions within the Hospitality Industry at an upscale hotel or club. Property management, guestroom inventory management and revenue management experience required. Additional Skills: Thorough knowledge of and experience in all front office, door staff, and staff bell staff duties. Gift shop and security operations experience is desirable. Excellent supervisory/management skills are vital. A high degree of customer service and a professional and personable demeanor is required.
