Director of Front Office

About the role

The Director of Front Office ensures exceptional guest service by leading all Front Office operations, including Front Desk, Reservations, Guest Services, Bell Services, Concierge, Telephone Services, and Guest Accounting. This role drives operational excellence, financial performance, and an outstanding guest experience through effective leadership and strategic planning.

Responsibilities

• Lead and oversee all Front Office operations, ensuring exceptional guest service and operational excellence.
• Hire, train, coach, and develop Front Office leaders and associates while fostering a culture of accountability and service.
• Manage departmental staffing, scheduling, payroll, budgets, and labor costs to achieve financial goals.
• Partner with Revenue Management to maximize occupancy, ADR, and Front Office revenue opportunities.
• Monitor guest satisfaction, resolve escalated guest concerns, and implement service improvement initiatives.
• Collaborate with hotel leadership to achieve operational objectives, maintain brand standards, and drive overall hotel performance.
• Ensure compliance with company policies, financial controls, safety procedures, and other duties as assigned.
• Other duties as assigned.

Qualifications

• Strong leadership and team development skills.
• Excellent financial and operational management abilities.
• Proven commitment to guest satisfaction and service excellence.
• Strong communication, problem-solving, and decision-making skills.
• Ability to analyze performance and drive operational results.

Experience

• Minimum 5 years of progressive Front Office experience.
• Minimum 2 years of leadership experience in hotel Front Office operations, or an equivalent combination of education and experience.

Education

Bachelor's Degree in Hospitality Management, Hotel Administration, Business, or a related field preferred.

Benefits

• Medical, dental, and vision (HSA available)
• Company-paid disability & life insurance
• Employee Assistance Program
• Supplemental benefits
• 401(k) with company match
• Employee discounts
• Paid vacation & sick time

Pay

$85,000 Annually