Director of Front Office

About the role

The Director of Front Office plays a pivotal role in shaping both the guest and team member experience, serving as the first impression and lasting connection to the property. This role is responsible for leading all front office operations, ensuring a seamless and personalized guest journey from pre-arrival through departure and follow-up. By aligning closely with the Hotel Manager and other guest service leaders, the Director of Front Office contributes to operational excellence, guest satisfaction, and overall financial performance.

Responsibilities

• Lead, mentor, and develop front office team members, fostering a culture of excellence and accountability
• Oversee all aspects of the guest journey, including pre-arrival planning, check-in, in-house experience, and departure
• Develop and implement departmental SOPs and training materials
• Ensure consistent delivery of personalized, high-quality service in alignment with luxury standards
• Partner with the Hotel Manager, Director of F&B, Director of Housekeeping and other departments to optimize daily operations and guest satisfaction
• Utilize communication tools and systems to execute timely, thoughtful, and tailored guest interactions
• Monitor guest feedback, online reviews, and internal surveys; implement strategies to improve satisfaction scores
• Proactively resolve guest concerns and service recovery situations with professionalism and urgency
• Drive departmental performance, focusing on guest experience, team engagement, and financial results
• Manage daily front office operations, including arrivals, departures, Notable Guest handling, and special requests
• Maintain strong communication with Housekeeping, Engineering, and other departments to ensure room readiness and service standards
• Monitor and enforce compliance with brand standards, policies, and procedures
• Support recruitment, onboarding, and training of new front office team members
• Champion employee engagement initiatives and recognition programs

Qualifications

• 2–4 years of experience as a Front Office leader within a luxury hotel environment strongly preferred
• Demonstrated ability to communicate effectively, providing clear, concise, and professional direction required
• Strong passion for delivering exceptional guest service and creating memorable experiences required
• Proficiency with multiple computer systems and a solid understanding of hotel operations and best practices strongly preferred
• Proven leadership skills with the ability to motivate, coach, and develop team members required
• Strong organizational and problem-solving abilities, with attention to detail required
• Ability to work flexible schedules, including evenings, weekends, and holidays based on business demand