* Create and execute innovative front office strategies that will drive the hotel to exceed guest satisfaction and revenues.* Prepare weekly, monthly, quarterly and yearly departmental financial and payroll forecasts.* Ensure front office staff and management is properly trained to standards and able to carry out the operations of each department.* Work closely with department managers and supervisors to develop them both personally and professionally.* Ensure that all complaints regarding service and/or accommodations are investigated and resolved.* Monitor budgets and payroll records, and review financial transactions to ensure that expenditures are authorized and budgeted. * Establish standards for personnel performance and customer service. * Review work procedures and operational problems to determine ways to improve service, performance, or safety. * Organize and direct worker training programs, resolve personnel problems, hire new staff, and evaluate employee performance. * Provide Leadership / Mentoring to Front Office staff.

Implement and manage hotel’s daily quality process including goal communication, associate improvement, compliance with Citizen standards of product and performance, service recovery and problem resolution. Disseminate feedback from comment cards, guest satisfaction and service failure measurements and coach accordingly.Interview, hire, train, recommend performance evaluations, resolve problems, provide open communication and recommend discipline and/or termination when appropriate.Supervise the budgeting, forecasting, training, motivating and staffing of the Front Office, and Guest Services Teams.