Director of Front Office

The Director of Front Office will provide a consistent level of customer recognition and the delivery of personalized services, across all parts of the hotel.  To champion complete and accurate information, and knowledge about our most profitable customers; ensuring that this is shared as appropriate to facilitate customization of the guest experience. 

Key Accountabilities:

• Act as the “Controller” of the hotel’s customer database; responsible for its integrity, and that The Peninsula New York guest profiles are accurate, clean and comply with company standards.
• Act with full authority within job scope to ensure that all Peninsula policies, procedures and service standards are followed by all Front of house team members.
• Manage and effectively resolve guest concerns in a timely manner by taking corrective and satisfactory action to make things right.
• Lead the process of collecting and capturing guests’ preferences, through the guest comment pads and other channels. Ensure that standards of discretion are maintained.
• Decide which customer information and preferences should be shared globally through Central Comments and which should be retained in hotel profile remarks.
• Create unique, personalized, and discreet customer recognition opportunities from knowledge and interpretation of preferences.
• Meet and greet all First Time Peninsula Priorities Guests and VIPs upon check-in.
• Meet all arrival guests who have arranged a car transfer through the hotel curbside and complete a VIP check-in and escort directly to guest’s room.
• Act as the “Ambassador” of the Peninsula Priorities program; continuously reinforcing its principles and practices, celebrating success stories, and motivating the participation of all employees
• Identify and train staff members on Peninsula Priorities standards to substitute during absence, so that “PP” standards are consistently maintained.

General Requirements:

• Bachelor’s degree in Hospitality Management or related field.
• 3-5 years of management experience in luxury Front Office environment.
• Excellent organizational and communication skills.
• Ability to manage multiple priorities and demonstrate appropriate prioritization skills.
• Strong leadership and motivational skills.
• A passion for accuracy, and refusal to accept incomplete customer information.
• Creative, flexible, and adaptive thinking, with an ability to transform information into relevant acts of customer recognition, and the provision of ‘Wow Experiences”.

We are delighted to receive your resume for further consideration. To be considered for the position, you must have work authorization in the United States. The salary from this position ranges from $120,000 - $130,000 per year.