Front of the House Director

The Post Oak at Uptown Houston - Houston, TX3.5

Full-timeEstimated: $23,000 - $31,000 a year
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The Post Oak Hotel at Uptown Houston

The Post Oak Hotel at Uptown Houston is the city’s first elite destination for elegant accommodations and high-rise living, masterfully blended with extensive meeting space, prominent office space, designer fashion, fine dining and sophisticated amenities all in one tower. The 700,000 square-foot tower will show case over 250 luxury hotel rooms, more than 150,000 square-feet of boutique office space and 20 executive residences, all with dramatic interior finishes and unobstructed views of the surrounding neighborhoods and Downtown. The 38-story building will also feature an elegant and expansive ballroom, the largest in the Uptown area that is prominently located in the Galleria and Uptown Houston area along West Loop South with convenient access from Loop 610.

The Post Oak Hotel is seeking an experienced Front of the House Director to join our new hotel team. The Front of the House Director will be responsible for assisting the front office and Guest Services team, in an attentive, friendly, efficient and courteous manner, providing all guests with quality service prior to and throughout their stay.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Monitor oversold dates to ensure the maximization of room’s revenue.
Tour rooms operating departments daily, greeting colleagues and soliciting feedback.
Conduct walk-throughs of public areas and guestrooms to ensure that cleanliness and maintenance standards are met.
Monitor labor expenses through schedule approval process and ensure budgeted productivity.
Complete the monthly forecast.
Assist in preparing the annual Rooms Division budget.
Operate all aspects of the Front Office computer system, including software maintenance, report generation analysis and simple programming (Subject matter expert).
Monitor proper operation of P.B.X. console.
Be knowledgeable of the current corporate marketing programs. Ensure that staff is knowledgeable in understanding and implementing programs.
Prepare and conduct all front of the house Rooms Division interviews, following all hiring procedures. Actively support Human Resources with recruiting efforts.
Develop associate morale and ensure training of Guest Services employees.
Participate in required M.O.D. program as scheduled.
Review Guest Services colleague’s worked hours for payroll and submit to accounting on a timely basis.
Be a champion of Forbes 5 star standards.
Administrate upsell program.
Coach and counsel colleagues, ensure accountability.
Prepare colleague schedule according to business forecast, payroll budget guidelines and productivity requirements.
Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
Ensure colleagues greet and welcome all guests approaching concierge desk and valet stand.
Carry a radio when on duty. Operate radios efficiently and professionally in communicating with hotel staff. Ensure the proper use of radio etiquette within the department.
Maintain lobby during peak times and as needed.
Manage and organize large turns (check in-check out)
Ensure participation within weekly staff meetings.
Focus the Front Office and Guest Services Department on their role in contributing towards the established Five Diamond standards.
Respond in maintaining the integrity of other departments by immediately addressing issues with associates when necessary.
Approach all encounters with colleagues in an attentive, friendly, courteous and service-oriented manner.
Maintain regular attendance in compliance with standards, as required by scheduling which will vary according to the needs of the hotel.
Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and name tag when working.
Comply at all times with standards and regulations to encourage safe and efficient hotel operations.
Maintain a warm and friendly demeanor at all times.
Must, at all times, be attentive, friendly, helpful and courteous to all guests, mangers, and fellow colleagues.
Motivate, coach, counsel and discipline all Front Office and Guest Services colleagues.
Ensure compliance to Pre-Shift Previews.
Participate in required M.O.D. program as scheduled.
Attend meetings/training as required by management.
Perform other duties as requested from management.

QUALIFICATIONS:
Must able to convey information and ideas clearly.
Must be able to evaluate and select among alternative courses of action quickly and accurately.
Must work well in stressful, high pressure situations.
Must maintain composure and objectivity under pressure.
Must be effective in handling problems in the workplace, including anticipating, preventing identifying and solving problems as necessary.
Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of particular need.
Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by co-workers and guests.
Must be able to work with and understand financial information and data, and basic arithmetic functions.
Long hours sometimes required.
Medium work – Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Ability to stand during entire shift.

EDUCATION and/or EXPERIENCE:
At least four years of progressive experience in a hotel or a related field; a four-year college degree and at least two years of related experience;
Previous management experience in Front Office and Guest Services required.
Must be proficient with computers, to include spreadsheets and word processing.
Must have a valid driver’s license from the applicable state.
Must have valid insurance.