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About the Role
The Director of Front Office plans and manages the hotel's guest services operations to achieve employee and guest satisfaction and quality service while meeting or exceeding financial goals. This position is responsible for short- and long-term planning and the day-to-day operations of the front office, guest experience, concierge, bell, and valet areas. This position recommends the area's budget and manages expenses within approved budget constraints. This position reports to the Hotel Manager.
Responsibilities
- Manage the department's human resources functions to attract, retain, and motivate employees, including interviewing, hiring, training, developing, coaching, counseling, conducting performance and salary reviews, resolving problems, providing open communication, and administering discipline and termination as appropriate
- Train the front office team to provide exceptional levels of service aligned with Forbes Five-Star Five Diamond service standards and culture
- Manage daily check-in procedures for arriving guests using manual and computerized methods to ensure guests are satisfied and placed in rooms as requested and fill in for various roles within the rooms department as business demands require
- Manage daily guest check-out by following established manual and computer procedures to close guest accounts and release rooms for the next sale
- Monitor, calculate, and post monies, receipts, guest accounts, and other forms of credit using accurate cash handling methods, and manage front desk cash transaction procedures and the personal bank as specified by the hotel bank agreement policy
- Answer inquiries and accept reservations in person and by telephone, communicating hotel rates and information accurately and using suggestive selling techniques to maximize revenue in each transaction, sell room nights, and increase occupancy
- Maintain customer relations by staying informed of all in-house and area functions in order to answer guest questions and concerns with timely and knowledgeable responses
- Operate the PBX equipment, including accepting incoming calls, assisting outgoing calls, scheduling wake-up calls, and paging guests to provide timely and efficient service
- Resolve guest complaints to maintain a high level of customer satisfaction and quality
- Ensure the overall operation of the front desk is completed daily
- Implement emergency procedures and training through the management of the security staff to ensure protection of hotel guests, staff, and company assets
- Partner with housekeeping and maintenance to ensure the property is maintained
- Other duties as assigned
Requirements
- Ability to stand, walk or be on your feet for extended periods of time, kneeling and bending may be required
- Must be able to occasionally lift, push or pull up to 50 lbs. individually or with assistance
Skills
- Experiential knowledge of managing people and resolving complex problems
- Ability to study, analyze, and interpret complex activities and information to improve practices or develop new approaches
- Ability to make decisions with only general policies and procedures available for guidance
- Strong supervisory and management skills
- Communication skills, including the ability to negotiate, persuade, sell to, and influence professionals and hotel guests
- Ability to understand and produce clear, concise documents for publication within the corporate environment
- Strong verbal communication skills to respond to guests, associates, and corporate contacts professionally in person and by telephone
- Strong reading and writing skills
- Ability to maintain a friendly, courteous, and professional demeanor at all times
- Ability to drive as business needs require
Location
- New York
Work Type
- Full-Time Regular
Experience Level
- 7 years of experience in a related position, including 3 years of people leadership
Education Level
- Bachelor's degree or equivalent combination of education and experience
Salary/Compensations
- USD 90000 - USD 120000 - yearly
Benefits
- Health, Dental and Vision Insurance Programs
- Flexible Spending Account Programs
- Life Insurance Programs
- Paid Time Off Programs
- Paid Leave Programs
- 401(k) Savings Plan
- Employee Ski Pass and Dependent Ski Passes
- Other company perks
About the Company
- Nell Hotels is a collection of distinctive luxury hotels and residences united by a shared commitment to warm, intuitive hospitality, cultural connection and unparalleled access.
- Founded on the legacy of The Little Nell in Aspen, Colorado, the portfolio includes The Little Nell, Aspen’s only Five-Star, Five-Diamond ski-in/ski-out hotel; the Residences at The Little Nell; and The Nell New York, opening in 2027 as the first hotel within Rockefeller Center and New York City’s only Relais & Châteaux property.
- At each Nell Hotels property, the guest experience is guided by four defining pillars: creating a sense of home, unveiling distinctive access, engaging with intention and sparking après energy.
- Rooted in the belief that true luxury is defined by familiarity, Nell Hotels creates deeply personal experiences that make guests feel welcomed, recognized and connected to the destinations they visit.
- For more information, visit Nell Hotels | Luxury Hotels in Aspen & New York.
- Please note that all official communications from the Talent Acquisition or Human Resources team are sent from email addresses within the [email protected], aspen.com, aspensnowmass.com, aspenhospitality.co, limelighthotels.com & thelittlenell.com domains.
Equal Opportunity
- Aspen One is an equal opportunity employer (Minority/Female/Disabled/Veteran).
- At Aspen One, inclusion, equity, and diversity are fundamental to fulfilling our vision of building a better workplace and better world.
- From our hiring practices through the entire employee experience, we embrace and celebrate the unique experiences, perspectives and cultural backgrounds that each employee brings to the workplace.
- We encourage diverse points of view which allows us to develop innovative solutions to the ever-evolving world of work.
- Aspen One strives to foster an environment where our employees feel respected, valued and empowered, and our team members are at the forefront of helping us promote and sustain an inclusive workplace that works for all.
- Aspen One participates in E-Verify.
- E-Verify & Right to Work Poster