Front of House Director

About the Role

Under the general guidance of the Director of Rooms and General Manager, the Front of House Director is responsible for overseeing the daily operations of the Front Office, Bell Stand, and Concierge Departments. The Front of House Director ensures seamless guest experiences, upholds brand standards, and leads a team focused on delivering exceptional hospitality.

Responsibilities

• Lead and manage Front Office departments to ensure outstanding guest service and smooth day-to-day operations.
• Maintain the highest levels of guest service and ensure consistency with Delano Brand Standards.
• Oversee scheduling, training, and performance management of the Front Office staff.
• Collaborate with other departments to coordinate guest services and ensure efficient problem resolution.
• Analyze front office metrics and support revenue management strategies to enhance the hotel’s profitability.
• Monitor guest feedback and implement service improvement strategies.
• Ensure full compliance with health, safety, and hotel policies and procedures.
• Drive team member engagement and development through regular training and coaching.
• Mentor, coach, and guide staff on working successfully in a team atmosphere.
• Ensure all necessary reports and forms are completed daily.
• Perform any other reasonable duties as assigned by the supervisor or manager, including lateral service tasks to support exceptional guest service.

Requirements

• High school diploma or equivalent education required; Bachelor’s Degree preferred.
• Minimum 5 years in a leadership role, preferably in an upscale or luxury lifestyle brand hotel.
• Strong knowledge of hotel operations, including Front Desk, Concierge, Bell, and Guest Services, with experience working with high-profile guests.
• Proficiency in property management systems such as Opera Cloud and SynXis.
• Strong verbal and written communication skills in English.
• Ability to stand or walk for a minimum of eight-hour shifts.
• Must be observant, quick to respond to situations, and capable of multitasking in stressful environments.
• Physical ability to twist, tow (push or pull), reach, bend, climb, and carry objects as necessary, including consistently pushing 20lbs+.
• Working knowledge of federal, state, and local laws governing equal employment opportunity, civil rights, occupational safety and health, wage and hour issues, and labor relations.
• Additional language ability is preferred.
• All team members must maintain a neat, clean, and well-groomed appearance per department uniform guidelines.