Director of Front Office

About Us

The Jay, Autograph Collection, San Francisco's newest luxury life-style hotel, is where new-age San Franciscans gather, find inspiration, and celebrate our city. With a quiet but blossoming and vibrant location in the heart of the Embarcadero and adjacent to Jackson Square, The Jay, completely renovated, is an ode to classic San Francisco; peppered with bits of nostalgia, but led mostly by its modern structure and sophisticated style. The design and offerings of the hotel are inspired by the makers and innovators who made San Francisco great. It is a true celebration of those who shaped San Francisco. The word “Jay” in Latin means “to celebrate”, hence the name, The Jay. Our goal is to delight our guests with the element of discovery and authentic connection to the city, it’s neighborhoods and residents. We are seeking associates who enjoy exceeding guest expectations and strive to deliver a professional and approachable level of service as a “friend-in-the-know” when it comes to engaging our luxury life-style guests. We offer competitive benefits for all associates including a comprehensive medical plan, free employee meal per shift, discounted public transportation, all associate outings, and more. An opportunity to help continue to grow a completely renovated and redesigned luxury destination, creating the newest jewel of San Francisco’s Embarcadero/Jackson Square/FiDi neighborhood. Oh, and we have fun, work hard and laugh a lot. This is an exciting time in the hotel’s history – you should be part of it!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!
We value U.S. military experience and invite all qualified military candidates to apply.

Overview

Oversees the Front Office/Guest Services Department. This position acts as a liaison to outsource the Front Office Management and all aspect of Front Office Operations to ensure profitability, cost controls, and quality standards to ensure total guest satisfaction. Provides leadership and guidance to all Front of House team members to ensure consistent quality service is provided to our guests.

Essential Duties and Responsibilities

• Communicates effectively in writing and verbally to provide clear direction to staff.

• Observes team member’s performance and encourages for improvement.

• Interviews, selects, trains, supervises, evaluates, counsels, and administers progressive disciplinary procedures for Front Office and Guest Services staff.

• Oversees all guest and VIP arrival and departure to ensure highest levels of guest service and makes staffing adjustments as required with Front Office Manager.

• Ensures that training programs of Front Office and Guest Services team members are in compliance.

• Interacts positively with customers and takes action to resolve problems to the satisfaction of parties involved.

• Handles customer complaints, including responses to guest surveys, to ensure guest satisfaction.

• Ensure that all guest surveys are responded to timely.

• Oversees the hotel quality assurance meeting focusing on continuous improvement.

• Ensures that all team members use guest name in a natural manner to ensure warm and personalized service according to Guest Service Delivery Standards.

• Reviews and works together with appropriate leadership for VIP reservations and ensures proper handling of VIPs and groups, administers amenity orders, and resumes for incoming guests.

• Monitors special reservation requests, including handling rate changes on in-house guests. 

• Computes daily payroll, schedules, and other reports to ensure maximum efficiency and productivity within payroll budget.

• Reviews in-house, arrival and departure guests to ensure credit challenges are avoided.

• Assists Finance department to address all credit challenges.

• Develops individual and team agendas focusing on operational efficiency, quality improvement and or financial benefits.   

• Plans, presents and implements training modules and supporting components to ensure all front office employees are kept up with latest customer service techniques and tools.

• Monitors training and employee’s progresses to ensure Guest Service Culture Standards are followed. Participates in all necessary training as directed.

• Ensures brand standards are adhered to daily by all team members in the department.

• Interacts positively with team members to foster team spirit and loyalty.

• Seeks opportunities to ensure customer loyalty.  

• Prepares team for all Quality Assurance inspections.

• Attends and participates in meetings to ensure the success of the hotel.                    

• Oversees the monthly departmental meetings for Front Office and Guest Services.

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Qualifications and Skills      

• Minimum of three years of front office management experience required.

• Minimum of two-year department head level experience required.

• Ability to effectively deal with team members and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information. Excellent Interpersonal skills to provide overall guest satisfaction.

• Excellent mathematical comprehension to understand and interpret numbers as they apply to operations in hotels.

• Ability to access and accurately input information using a moderately complex computer system.

• Ability to read, write, speak and understand the English language to communicate effectively with guests and team members.

• Ability to work under pressure and deal with stressful situations during busy periods.

• Effective verbal and written communication skills.

• Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public etc.

Compensation

Salary Range: $110,000.00 - $125,000.00 Annually

Tipped/Service Charge Eligible? No

Discretionary Performance Bonus Eligible? Yes

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act.