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Director of Front Office and VIP Services

Company: Sunseeker Resort Charlotte Harbor
Location: Port Charlotte
Posted on: June 18, 2022

Job Description:


The Director of Front Office and VIP Services is responsible for supporting the implementation and execution of the overall operational plan and service objectives of the Front Office and VIP Services. This senior-level hospitality director will combine strategic planning and operational analysis with superior Front Office and VIP execution by leading a team consisting of Front Desk Operations (to include reservations and contact center), Business Services, and VIP Services (to include Luxury Experience). This role will require the ability to influence and motivate team members at all levels across a variety of job functions and will report directly to the Executive Director of Hotel Operations. Finally, this person will also provide leadership in a dynamic, fast-paced, sophisticated environment in order to promote a culture of excellence. Previous pre-opening experience is a plus.

All duties are performed in accordance with department and property policies, practices, and procedures.

Job Duties

--- Provide on-going, hands-on operational leadership and support to Assistant Managers and hourly Team Members within Front Office, Business Services, and VIP Services operations to implement best practices, programs and procedures to drive revenue, efficiency, productivity, and a culture of excellence

--- Generate meaningful synergy through the effective streamlining of operations and people; support Executive Director of Hotel Operations in creating new initiatives for service, product offerings, new developments, and luxury service standards

--- Support Executive Director of Hotel Operations in partnering with Marketing, Sales, Facilities, Resort Services, F&B and other critical departments to ensure all are aligned on strategy with Hotel to execute flawlessly. Build relationships with directors of all other non-Hotel areas with an eye on achieving and surpassing all strategic objectives

--- Create a work environment which promotes teamwork, performance feedback, recognition, mutual respect, and employee satisfaction. Implement quality hiring, training and support the Executive Director of Hotel Operations on succession planning processes that encompass the culture of excellence

--- Develop and execute cohesive revenue, labor, and operations strategies aligned with overall property goals

--- Be fully versed in hotel room and suite inventory and occupancy

--- Be "front and center" at all times within the hotel operation; ensure visibility with all employees within Front Office and VIP Services while absorbing full understanding of each area's day-to-day operations

--- Gain full understanding of the competitive set; ensure that product offerings and service standards remain best in class in every aspect. Make suggestions for adjustments and improvements, where necessary

--- Support Executive Director of Hotel Operations in partnering with Revenue Management, Group, and Leisure Sales to align demand trends to ensure targets are met. Also ensure room blocks for these segments are managed appropriately

--- Monitor hotel service performance and stay ahead of any potential shortfalls.

--- Understand market and industry insights / trends into measurable growth objectives

--- Accountable for fostering consistent levels of extraordinary customer service throughout the workplace that result in the highest levels of guest satisfaction

--- Maintain a positive workspace for all team members where employee engagement levels are high due to everyone feeling valued and enjoy coming to their job

--- Promote diversity, inclusion, pride, respect, camaraderie, and fairness

--- Teach about doing things the right way with integrity, hard work, collaboration, and teamwork

--- Have fiscal responsibility for both the property as well as the departments by consistently looking for ways to refine the business without compromising guest satisfaction

--- Work in partnership with the Executive Director of Hotel Operations when evaluating new programs, new services, and new ideas

--- Stay abreast of property goals to create support and present departmental goals to executive leadership

--- Create ways to further enrich the guest experience by continuously reviewing, implementing, and refining procedures to ensure every opportunity to offer extraordinary guest experiences while maintaining a culture of smiles and retention of luxury standards

--- Exercise discretion within the workplace regarding employees and guests.

--- Proactively seek guest feedback and liaise with other departments when opportunities present themselves ensuring a seamless and elevated guest experience

--- Perform other functions as needed

Keywords: Sunseeker Resort Charlotte Harbor, Port Charlotte , Director of Front Office and VIP Services, Executive , Port Charlotte, Florida

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