Director of Front Office

About Us Surround yourself with modern comforts at the San Diego Marriott La Jolla. Our stylish hotel positions you near dazzling destinations including La Jolla Shores, Birch Aquarium, the University of California, San Diego and the beautiful Westfield UTC shopping mall. The San Diego Trolley line has been extended North and now stops right outside our hotel for commuting. Our associates enjoy daily free meals in our spacious associate cafeteria, and a monthly Town Hall/luncheon in our ballroom with special delights from our Chef and games and prizes. We also offer free parking on site and hotel discounts with all Marriott brands worldwide. Join our commitment to our community with one of our monthly volunteer activities throughout the city. Come see us today to learn more! 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 At Marriott La Jolla, we are building a culture centered on exceptional guest experiences, operational excellence, accountability, and leadership development. We are looking for a highly engaged hospitality leader who thrives in a fast paced environment and enjoys developing teams, solving operational challenges, and creating memorable guest experiences. This is not a behind-the-desk leadership role. The successful candidate will be visible throughout the operation, actively support their team, and help drive the cultural transformation currently underway at the property. If you enjoy leading from the front, coaching future leaders, improving guest satisfaction, and creating a culture of ownership and service excellence, we would love to meet you. Compensation Range: $85,000 - $90,000 annually, based on experience, qualifications, and overall fit for the position. What You'll Do As Director of Front Office, you will lead all Front Office and Guest Services operations while ensuring exceptional guest experiences, strong financial performance, and alignment with Marriott brand standards. Key responsibilities include: Leading daily Front Office and Guest Services operations. Creating a guest focused culture that delivers warm, personalized service. Driving Guest Satisfaction Scores (GSS), loyalty metrics, and online reputation performance. Coaching, developing, and holding leaders and associates accountable. Partnering with Housekeeping, Engineering, Food & Beverage, Sales, and Finance to ensure seamless hotel operations. Managing labor, scheduling, payroll, productivity, and departmental expenses. Leading service recovery efforts and resolving guest concerns professionally and effectively. Supporting VIP arrivals, group business, and special events. Preparing the department for quality assurance inspections, audits, and brand evaluations. Building a culture of teamwork, urgency, professionalism, and continuous improvement. What Success Looks Like Success in this role means: Guests consistently receive exceptional service. Front Office leaders and associates operate with confidence and accountability. Guest concerns are resolved quickly and professionally. GSS and guest loyalty metrics improve. Teams collaborate effectively across departments. Associates feel supported, engaged, and developed. The Front Office operates efficiently while maintaining high service standards. The ideal candidate: Leads by example and maintains a strong operational presence. Is highly guest focused and passionate about hospitality. Balances service excellence with business and financial goals. Communicates clearly and professionally. Is comfortable coaching, developing, and holding teams accountable. Thrives in a fast paced, full service hotel environment. Understands that great guest experiences begin with great associate experiences. Embraces change and can successfully lead teams through periods of transformation. ESSENTIAL FUNCTIONS Leadership & Team Development Recruit, interview, hire, train, supervise, evaluate, and develop Front Office team members. Conduct regular coaching and performance conversations. Administer progressive discipline and performance management when necessary. Create development opportunities and succession plans for future leaders. Foster a culture of accountability, engagement, and continuous improvement. Guest Experience Ensure exceptional guest service throughout all stages of the guest journey. Personally assist with VIP arrivals, service recovery, and guest escalations. Review guest surveys, online reviews, and feedback trends and implement action plans as needed. Ensure team members consistently deliver Marriott service standards. Promote personalized service and guest recognition initiatives. Operations Oversee all Front Office and Guest Services functions. Maintain strong communication with Housekeeping, Engineering, Sales, Revenue Management, and Food & Beverage. Monitor room inventory, arrivals, departures, and guest requests. Support group business and special event execution. Ensure operational standards and procedures are consistently followed. Financial & Administrative Responsibilities Manage payroll, labor productivity, scheduling, and departmental expenses. Monitor staffing levels based on business demands. Support budgeting and forecasting efforts. Review operational reports and identify opportunities for improvement. Ensure compliance with company policies and financial controls. Quality Assurance & Compliance Ensure compliance with Marriott brand standards and company expectations. Prepare the department for audits, inspections, and quality assurance evaluations. Maintain compliance with all applicable laws, regulations, and company policies. Participate in leadership meetings, training programs, and company initiatives. QUALIFICATIONS Required High school diploma or equivalent. Minimum three years of Front Office management experience. Minimum two years of department head experience. Strong leadership, communication, and problem solving skills. Ability to work in a fast paced hospitality environment. Strong guest service and service recovery skills. Preferred Bachelor's degree. Full service hotel experience. Marriott experience. Experience improving guest satisfaction metrics and operational performance. Experience leading large operational teams. Experience coaching and developing leaders. Experience leading teams in a unionized hotel environment preferred. Working knowledge of collective bargaining agreements, labor relations, and progressive discipline practices preferred. Knowledge, Skills & Abilities Strong leadership and coaching abilities. Excellent interpersonal and communication skills. Ability to build trust and credibility with guests, associates, and leaders. Strong organizational and time management skills. Ability to analyze operational data and implement solutions. Ability to manage multiple priorities simultaneously. Strong financial and labor management understanding. Commitment to service excellence and continuous improvement. Ability to stand and walk for extended periods. Ability to move throughout all areas of the hotel. Ability to occasionally lift up to 25 pounds with or without reasonable accommodation. Why Join Marriott La Jolla? We are in an exciting period of growth, transformation, and cultural renewal. This is an opportunity to make a meaningful impact, develop future leaders, elevate the guest experience, and help shape the future of one of San Diego's premier Marriott properties. At Marriott La Jolla, our commitment is simple: Wonderful Hospitality, Always! HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics. Compensation Salary Range: $85,000.00 - $90,000.00 Annually Tipped/Service Charge Eligible? No Discretionary Performance Bonus Eligible? No Benefits HEI Hotels and Resorts is committed to providing a comprehensive benefit program that offers you choices for your physical, mental and financial wellness, creating value in your most important investment - you! For your physical and mental wellness we offer competitive Medical and Dental programs through Anthem Blue Cross Blue Shield as well as Vision insurance programs through EyeMed. Our Vacation, Sick and Holiday programs are available for you to rejuvenate with time off. HEI also provides pet insurance through the ASPCA. For your financial wellness, HEI provides a wide array of coverage, including Supplemental, Spousal and Child Life insurance as well as Short and Long-Term Disability plans. Our 401(k) Savings Plan with matching funds, and discounts through our 'YouDecide' and Hotel Room Discount programs provide additional incentives for choosing HEI as the employer of your future. Specific details and eligibility of these programs vary by location and employment status. HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. Applicants with arrest or Conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance and the California Fair Chance Act. Welcome to HEI Hotels and Resorts' Career Page. We invite you to explore the current job openings that our company has to offer and to apply for any positions that are of interest to you. Don't see any current openings that align with your interests? Join our talent community to stay in touch with HEI and receive job alerts for opportunities that may be a match for you. Recognizing that our success starts and ends with our associates under our pioneering culture of HEI Loves, we invest in and develop the most passionate and talented people in our industry. We show our “love” to our associates by providing market-leading compensation packages, generous PTO and flex-time initiatives, outstanding career development and advancement opportunities, and job-appropriate assets and resources. We’re always looking for associates who share our passion for hospitality. With a variety of world-class brands in our portfolio, hotel locations throughout the United States, and an unparalleled suite of tools, technology, and training, we’re able to provide our associates with a truly unique opportunity to grow and build their future. Find the career that aligns with your goals by beginning your online search today. Work today, get paid today! We proudly partner with DailyPay, a voluntary benefit that allows our associates access to their earnings when they want them.