The Director of Front Office Operations at Soho Grand is a dynamic leader with a strong ability to curate a team effort to achieve impeccable guest service and financial results for the hotel. This organized individual has the ability to prioritize responsibilities of the day-to-day operation and bridges the interdepartmental gap to ensure fluid communication. High energy and self-motivated, the Director of Front Office leads by example while empowering and skillfully coaching the front office team to be independent and confident in their decisions to positively affect our guest experiences. The Director of Front Office manages the activities of the front office, reservations, guest activities, to ensure adherence the hotel’s standards, policies and procedures. This Director is professional, team-oriented, demonstrates a great work ethic, and is focused on the team achieving their set goals.

• Ensuring all team members maintain the integrity of the brand while providing outstanding guest service at all times
• Spend time in the lobby coaching and motivating managers and team members while monitoring and participating in guest interaction. Ensure Service Standards are being upheld, coaching team as required and recognizing great guest service
• Create an environment that encourages empowerment within the team, allowing team members to feel confident in their decisions to positively affect our guest’s experiences
• Maintain a collaborative atmosphere with all departments to encourage productivity, morale and guest service
• Constantly review all practices and ensure they are being executed per SOPs and accounting policies
• Conduct monthly communication meetings with all front office teams as well as monthly one-on-one meeting with all team members and assistants
• Hire, schedule and oversee training of all front office team members to achieve a consistent high level of guest service
• Maximize team member productivity through flexible scheduling to meet the financial goals of the hotel as well as the needs of service
• Assist in all front of house functions as needed to ensure team members feel supported and that exceptional guest service is executed
• Handle and accommodate all guest requests and concerns with professionalism and in accordance with established standards to increase guest satisfaction
• Assist in revenue driving tactics, forecasting and maximizing of the hotel’s ADR and occupancy with the Reception, reservations team, and director of revenue
• Reduce expenses, including getting rebids, and competitive quotes to minimize costs. Maintaining par levels, inventory and ensure responsible use of supplies
• Promote innovation and creativity by researching new technologies and ways to provide exceptional service to our guests
• Review expectation level of guest service with all team members to ensure service standard is consistent with the goal being to exceed guest expectations
• Ensure team members receive continual training and development tools to create a challenging and rewarding team member experience
• Utilize the hotel’s team member recognition program to motivate and increase team member morale
• Review and respond to annual Engagement Survey results with appropriate communication and changes
• Demonstrate and promote the hotel’s vision, brand, culture and core values at all times

• 5+ years of experience in a director or management position required
• Superior written and verbal communication skills
• Previous luxury NYC experience preferred
• Dynamic leader who is well spoken and a diplomatic problem solver
• Experience with all elements of service and training as well as the administrative responsibilities of budgeting, staffing, hiring, and controlling department expenses are imperative
• Knowledge of Opera, Dayforce, Excel preferred
• Open availability, able to work late nights, overnights, weekends and holidays
• Provide solid focus on the entire guest experience while managing and motivating the team
• Display exceptional leadership skills with a personable disposition, and exhibit a strong presence
• Train all team members to Soho Grand standards
• Selects the best available personnel
• Instructs and trains all front office positions
• Keeps records of personnel and purchases
• Completes frequent inventory and keeps up with purchasing
• Create team member scheduling and work assignments
• Controls use of keys, materials, uniforms and equipment
• Controls inventories of operational supplies
• Make decisions on behalf of the hotel that not only protect the hotel but satisfy each guest Ownership of any problems or concerns brought to your attention by a guest or fellow team member
• Attends weekly department head meetings, and other scheduled meetings
• Articulate goals and share information
• Encourage team member’s ideas, initiative and risk-takingWork Environment
• Front Office, upper & lower lobbies, and all back of house spaces
• Standing for prolonged periods of time
• Under variable temperature conditions
• Under variable noise levels