Director of Front Office Operations

  • Full-time
  • Property: 78003-WG Park City Resort Spa

Company Description

The award-winning Westgate Park City Resort & Spa lies in the heart of the Canyons Village base at Park City Mountain. Surrounded by world-class skiing and year-round mountain adventure, Westgate Park City Resort & Spa provides a dynamic and rewarding work atmosphere. Whether they’re artists attending the Sundance Film Festival, athletes training and competing at the Utah Olympic Park, or individuals and families seeking a mountain getaway, our guests come from all corners of the globe. Join our team and with us welcome the world to Park City.

Job Description

The Director of Front Office oversees all Front Office departments including the Front Desk, PBX, Concierge and Guest Service and Skier Services. Ensures guest satisfaction within all facets of the Front Office operation. Resolves guest concerns in a professional and efficient manner. Incumbents for this role must understand that this is an evolving senior leadership position within the property and must be able to adapt to any situation as well as consistently provide feedback and generate ideas to improve guest and team member engagement. The Director of Front Office must understand the difference between a leader and a manager then be or become the former.

As the Director of Front Office, you will: 

  • Ensures compliance with all CFI policies and procedures
  • Represents Westgate Resorts in a professional manner at all times.
  • Lead Managers, Supervisors and front-line team members in the Front Desk, PBX, Skier Services, Concierge and Guest Services departments.
  • Responsible for the overall direction, coordination, and evaluation of these units.
  • Provides exemplary customer service both personally and through his/her entire staff to resort guests
  • Has a full and complete understanding of Forbes standards and, is able to hold self and staff accountable to those standards on a consistent basis.
  • Combine Front Office, PBX, Skier Service and Guest Services to work as one cohesive department.
  • Responsible for the financial success of the Front Office, PBX, Skier Service and Guest Services departments.
  • Innovates and executes on process improvements, guest enhancements and employee engagement.
  • Manage room product and inventory.
  • Work with the Engineering department on room PM, general maintenance and large projects.
  • Responsible for overseeing the hiring, advising, coaching, disciplinary actions and termination of all areas under the current purview.
  • Train and mentor all associates with a focus on growing each team member and instilling a sense of pride.
  • Champion continuous improvement up to and beyond Forbes 5 star service standards.
  • Must be proficient in all procedures, systems and processes within departments to be able to alleviate guest and team member concerns and provide the most efficient and seamless operation possible. Systems include the property PMS, Hotsos, Medallia, Salto, Kipsu, Office 365 programs, Fusion and others as needed.
  • Have an analytic mindset to identify and correct/improve processes, procedures and systems.
  • Understands and ensures that the arrival and departure process is seamless and involves all departments under the current purview.
  • Break down silos and build relationships with other departments to ensure that we are working as a property and not as individual departments. Have and maintain a ‘global’ outlook on the success of the property.
  • Ability to pivot and learn. May need to re-learn processes that are believed to be at expert level.
  • Assist in the annual budgeting process for all departments that fall under the Front Office Director purview.
  • Oversee bi-weekly payroll
  • May be required to step in to assist departments by performing the duties of direct reports. Examples include but are not limited to check-in/out, valet parking, managing luggage, assisting with gust reservations etc.
  • Serves as a Manager-On-Duty for the resort in the absence of the Director of Operations or General Manager
  • Reviews night audit to ensure accuracy of billing
  • Consistently monitor Medallia, Tripadvisor and other social platforms and address concerns that are brought forward.
  • Performs regular one on ones with team members.
  • Holds self and direct report managers to the highest level of professionalism, service levels and continuous improvement.
  • Ensure that guest concerns are logged into the guest’s profile and recover all guest concerns prior to guest departure.
  • Other duties as assigned.

To perform this job successfully, you must have excellent communication skills and be able to read, write and speak English conversationally. Additionally, the person must possess and adhere to the following core values:

  • Integrity
  • Passion
  • Work Ethic

Qualifications

  • Bachelors or Associate's degree preferred; 5 years related experience and/or training; or equivalent combination of education and experience.
  • Must possess a passion for hospitality
  • 3 years of management experience with 2 of them being in a full service hotel environment.
  • 2 years of experience leading a team of at least 20 employees
  • Forbes Travel guide experience preferred, but not required.

Requirements:

  • Must be able to work weekends and holidays.
  • Strong written and verbal communications skills with the ability to interact with all levels of team members and guests in an attentive and service-oriented manner.

Additional Information

      

Why Westgate?

  • FREE Ski & Snowboard and Mountain Bike equipment Rentals
  • Exclusive discounts for Team Member (i.e., hotels, resorts, restaurants, entertainment, etc.)
  • $2.00 in meals in Team Member Breakroom
  • Comprehensive health benefits – medical, dental and vision
  • Paid Time Off (PTO) – vacation, sick, and personal
  • Paid Holidays
  • 401K with generous company match
  • Get access to your pay as you need it with our Daily Pay benefit
  • Wellness Programs
  • Tuition Assistance
  • Employee Assistance Program (EAP)
  • Advancement & development opportunities
  • Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.