Director of Front Office

About Us

Only 15 miles from downtown Boston, The Westin Waltham Boston provides easy access to Concord, Lexington, and Cambridge.

Our associates can enjoy a list of excellent benefits, which include free onsite parking, complimentary lunch or dinner meals and free uniform dry cleaning for hourly associates.

Monthly employee appreciation celebrations, family holiday gatherings, incentives for excellent customer service and discounted hotel stay rates.

For those looking to stay fit, you can take advantage of our complimentary access to our WestinWORKOUT Fitness Studio.

At the Westin Waltham, we take care of you so that you can take care of our guests!

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 ...