The Opportunity
We are currently searching for an experienced and dynamic Director of Front Office to lead the Front Desk, Reservations and Bell teams at the legendary Queen Mary. Located in the Port of Long Beach, the Queen Mary features a rich maritime history, authentic Art Deco décor, and stunning views of the Pacific Ocean and Long Beach city skyline. At the time of her maiden voyage in May of 1936, she was considered the grandest ocean liner ever built. Today the Queen Mary is one of Los Angeles’ major attractions, drawing visitors from around the world. The Queen Mary boasts 346 staterooms spanning three decks including nine full suites which have hosted a variety of colorful characters from World War II leaders to British royalty and the stars of Hollywood’s golden era. The ship also features 80,000 square feet of event space in 17 remarkable Art Deco salons as well as a tri-level, 45,000-square-foot Exhibit Hall; signature restaurants including the award-winning Sir Winston’s and Chelsea Chowder House & Bar; and a selection of retail shops. History buffs enjoy the ship’s museum and Behind the Scenes tour, while guests of all ages love the Ghosts and Legends tour and special events such as Scottish Festival, Dark Harbor, and concerts that are hosted on or by the ship throughout the year.
As Director of Front Office, you’ll be responsible for providing supervision, direction and leadership for the Front Office, Reservations and Bell departments while ensuring the highest level of service for our guests.
Job Responsibilities
Key responsibilities of the Director of Front Office include:
• Supervising the procedural aspects of the guest services departments; maintaining a presence during peak traffic periods
• Establishing goals, measurements and action plans for the Front Office, Reservations and Bell department and providing the training, support and accountability required to enable team members to meet established goals
• Developing a strong team through effective and consistent leadership and operational savvy
• Ensuring that guest and colleague concerns are resolved in a professional and timely manner
• Coaching, mentoring and developing team members so that team members can exceed guest expectations
• Maintaining staffing levels so that guest satisfaction and expectations are met as well as remaining within budgetary guidelines
• Communicating with crew members to keep them informed of property events, incentive programs, etc.
• Evaluating work procedures, reviewing standards, identifying methods for increasing efficiency or effectiveness, and responding proactively to any needs that have arisen
• Ensuring that crew members have the tools and supplies needed for success
Job Requirements
If you’re an experienced, high energy hotel professional with a passion for delivering great service, then you just might be the candidate that we’re looking for. In addition, the ideal candidate will meet the following requirements:
• 2 - 3 years experience as a Front Office or Guest Services Manager at a property of similar size and quality
• Ability to study, analyze and interpret complex activities and/or information in order to improve practices or develop new approaches
• Advanced knowledge of the principles and practices within the Guest Services Discipline and Hospitality Profession
• Knowledge and experience with forecasting, budgeting, and labor management
• Demonstrated ability to achieve results and motivate a team toward common goals
• Commitment to exceptional guest service
• Strong computer skills including intermediate or above knowledge of Microsoft Office programs
• Strong communication and listening skills, excellent speaking, reading and writing skills
• Excellent leadership skills with a hands-on, lead-by-example work style
An Equal Opportunity Employer
About Evolution Hospitality
Headquartered in Orange County, CA, Evolution Hospitality is one of the top privately-owned hotel management companies in the US. Evolution Hospitality has a well-defined vision, a strong sense of values and guiding principles, and a long-range, quality-minded approach to business. From unassuming beginnings with a single property, today Evolution Hospitality is recognized as a first-class operator of hotels.
We are proud to offer candidates a dynamic career, personal growth, a strong tradition of mutual trust, integrity and an opportunity to make an impact on the business. Simply put, it means that it feels a bit different to work here. We are universally driven by our fundamental values and beliefs. At Evolution Hospitality, all associates are selected and evaluated on two criteria equally: results and culture. Honesty and humility are equally important as intellect and ability, and each member of the team embraces the challenge of becoming a better human being, both personally and professionally, as part of the package. Superstars are those individuals that not only create value for the company but also genuinely embrace and live Evolution Hospitality’s unique culture.
Are you ready to evolve? If you are interested in establishing a solid career and taking giant strides in personal growth, Evolution Hospitality is just the family you’re looking for.
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