Job Title

Set the standard and shape the experience! We’re searching for a Director of Front Office who knows how to deliver flawless operations and unforgettable guest moments.The Director of Front Office directs and administers all Front Office operations to ensure profitability and quality standards to achieve total guest satisfaction. S/he oversees the Front Desk, VR Guest Services, Concierge and Bell/Valet/Transportation operations.S/he oversees room reservations, front office systems, supplies inventory, scheduling, forecasting and department budget to maximize revenue. Director of Front Office motivates and trains staff to provide the most exceptional guest service as well as maintain the AAA Four Diamond standards. The Director of Front Office will always conduct him/herself in manner which supports values of Sunriver Resort:Trust, Commitment, ad Open & Honest Communication. The Director of Front Office shall strive to provide exceptional service to both internal and external guests at all times. S/he will be responsible for exemplifying the Sunriver Resort Culture!Enjoy where you work! At Sunriver Resort, our team members experience exceptional perks and benefits, including:Up to 26 days of Paid Time Off per yearFree gym membershipComprehensive medical and health benefitsComplimentary golf and recreation privileges50% off food and retail purchasesComplimentary and discounted stays across CoralTree propertiesFree Employee Assistance ProgramLearning and development opportunitiesGenuine culture…and so much more!Performs front desk duties as needed Greets and welcomes guests upon arrivalManage online reputation by monitoring and responding to all guest surveys and reviews Handles all guest related concerns including complaints and emergenciesCreate, implement and execute SOPs for new processes and procedures Oversight of the rooms internship program Prepares forecasts and reports and assists in the development of the rooms budgetSupervises the performance, attendance, attitudes, appearance and conduct of front office teamRecommends discipline and/or termination when appropriate Ensure that the procedures for guest check-in and check-out are maintainedFollows-up on all VIP blocks and inspect room prior to arrivalAssist in the daily maintenance of room inventory status to achieve optimal levels of revenues while maintaining high levels of guest expectationsManages timely and thorough completion of performance appraisalsMonitors and maintains the front office systems and equipment to ensure their optimum performanceInspects departure report daily, updating records as necessaryResponsible for maintaining all financial and routing accuracy on guest reservations, house accounts, travel agency commissions, rewards program and other in-house transactions as neededResolves problems arising from guest complaints, reservation and room assignment activities Develops and implements controls for expense managementDevelops strong relations with the sales team to discuss and implement sales strategies to continually improve occupancy levels and revenuesAssists with the development, training and inspiration of front office staff for promotionProvides prompt follow-up to all guest concernsUtilizes labor management tools to schedule and control labor costsEmpowers front office team to exceed service standardsInstills a calm, organized approach in all stressful situationsWorks with HR to recruit and hire staffCompletes all proper new hire and termination paperworkEnsures the all departments within front office are equipped with the proper tools Assists with design and implementation front office training programs Maintains a safe and pleasant work environment Works closely with Reservations, Property Management, Recreation Outlets, Food & Beverage Outlets, Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfactionAttends appropriate resort, division and department meetingsAssures guest service standards are being applied by all front office team membersMaintains a strong morale and spirit throughout front office teamResponsible for the achievement of department goals and objectivesConducts department meetings monthly Meets with direct reports one-on-one weeklyMeets with night audit team bi-weekly Reviews guests feedback through Revinate and communicates information to team to ensure continual guest satisfactionFocuses on improving and implementing new technology features Provides clear direction of goals and objectives to front office teamGain knowledge of other IBUs in relation to rooms Accepts incoming guest correspondence and transmits appropriatelyResolves guest issues promptly and with great care and effectivenessCommunicates pertinent information to team, i.e. in-house VIPs, changes in policies and procedures, resort events, etc. Completes appropriate front office reportsCompile an annual financial analysis for each privately owned unit that includes guest feedback and annual inspection Maintains records for all VIPs, special requests, etc. Maintains an up to date working knowledge of all resort amenities as well as any special eventsInspect vehicle for damage; document required repairs.Inspect vehicle for operating condition and rectify any deficiencies (i.e., tire pressure, oil/fuel/water levels)Inspect vehicle for cleanliness, inside and out; rectify any deficienciesEXPERIENCE & EDUCATION:High school diploma or equivalentCollege degree in desired area of study preferredPrior hospitality experience requiredPrior AAA Four Diamond Standards experience preferredAt least two years supervisory experience requiredAt least one year front office supervisory experience requiredPrior experience with Springer-Miller requiredJOB REQUIRMENTS:Must have a valid Oregon drivers license and meet company driving standardsMust have strong computer skills Must have excellent leadership skillsMust be a positive example for teamMust have strong working knowledge of Microsoft Office programsMust possess excellent communication skillsMust be professional in appearance and demeanorMust always ensure a teamwork environmentAbility to work a flexible schedule that may include evenings, weekends and holidaysWORKING CONDITIONS:Must be able to stand on feet throughout the shift, with intermittent periods of walking;Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance; While primarily an indoor job, must be able to walk outside in a variety of weather conditions (rain, wind, snow, heat);