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The Director of Guest Experience oversees the Front Office, which includes, Guest Experience, Front Services, Guest Services, and Night Audit. The Director of Guest Experience is responsible for ensuring the total satisfaction of all guests and ensuring that they enjoy a safe, comfortable stay beyond their expectations.

Essential Functions

• Directly oversee all operational aspects of the Front Office. Touch departments throughout various shifts and ensure proper coverage.
• Maintains complete knowledge of and compliance with all Front Office departmental policies, service procedures and standards as well as up to date Rosewood information and property facts.
• Ensures that Front Office Brand standards are maintained on a daily basis.
• Designs and develops Front Office policies and operating budget including, but not limited to staffing, forecasts and payroll costs.
• Prepares, implements and maintains Front Office standards and control objectives.
• Ensures Front Office departments adhere to labor standards when scheduling and throughout operation. Verifies daily / weekly labor in comparison to these standards and budget.
• Manages the annual off-season room maintenance schedule. Advises Facilities well in advance of room availability schedule.
• Monitors productivity guidelines for all Front Office departments, while maximizing profit.
• Establishes and implements quarterly objectives for Front Office team.
• Maximizes room revenue and occupancy by reviewing status daily. Analyze rate variance, monitor credit report and maintain close observation of daily house count.
• Oversees all purchasing for Front Office.
• Participates in the Recruitment and Selection process for Front Office associates.
• Ensures that there is an Onboarding Plan that is compliant to the latest Rosewood Standard, including Department Orientation & ITP / Training plans, is in place for all Front Office positions and is executed for all new Front Office associates.
• Works closely with Talent & Culture and Rooms Division Manager in staff development, direction and succession planning.
• Is fully conversant with the hotel’s Emergency plans, understanding the role of Front Office in all scenarios including but not limited to fire, storm, hurricane, evacuation and first aid procedures.
• Reviews all out of order rooms on a daily basis coordinating with the Director of Facilities and Executive Housekeeper in order to keep rooms out of order to a minimum at any time.
• Monitors and takes action on all items listed in the Glitch reports in order to ensure total guest satisfaction.
• Reviews all Guest Satisfaction feedback including Trust You and LQA surveys to identify areas to be celebrated and areas of opportunity for improvement and to bring about such improvements.
• Is fully conversant with the annual results of the Associate Engagement Survey and manages the follow up process throughout the Front Office
• Fosters and promotes a cooperative working climate, maximizing productivity and associate morale.
• Executes associate probation reviews and annual performance reviews.
• Ensures that Rosewood Service standards are met by ensuring regular training is conducted per the Rosewood Training schedule and liaising with the property Training Manager
• Ensures Rosewood Communication standards are maintained in Front Office e.g. Rosewood Daily Reviews and Monthly Communications Meetings
• Conducts regular one on one meetings with direct reports and holds regular Front Office management team meetings.
• Ensures timely processing of department’s payroll and accurate attendance reporting.
• Attends managers’ meetings and operations meetings as required.
• Coaches and counsels associate for optimum performance and disciplines when necessary in accordance with the Collective Bargaining Agreement and the Associate Handbook

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

·    Ability to uphold and enforce hotel standards, policies and procedures with self and staff.

·       Ability to prioritize and organize work assignments.

·      Ability to motivate staff and maintain a cohesive team.

·  Must have broad knowledge of the Hotel’s market segments and client mixtures.

·      Must be computer literate.

·        Must be able to work well under pressure.

·        Demonstrated attention to detail.

·      Demonstrated ability to respond to callers needs in a positive manner assuring optimal satisfaction.

·       Ability to always maintain discretion and confidentiality of all guests and hotel information.

·        Ability to work cohesively with other departments as part of a team