Director Front Office

Job Description

Job Description

Director of Front Office

Embassy Suites La Jolla

Salary Range: $87,000 - $91,000 annually (Exempt) + Bonus Eligibility

We are seeking an experienced and service-driven Director of Front Office to lead front office operations for our dynamic 340-room hotel. This key leadership position is responsible for delivering exceptional guest experiences, driving operational excellence, developing high-performing teams, and ensuring adherence to Hilton brand standards.

The ideal candidate is a passionate hospitality professional with strong leadership skills, a proven track record of front office management, and a commitment to creating memorable guest experiences.

The Director of Front Office provides strategic and operational leadership for all Front Office functions, including Front Desk, Guest Services, Bell Services, PBX, and Valet operations. This role partners closely with Housekeeping, Revenue Management, Sales, and Food & Beverage teams to ensure seamless hotel operations and outstanding guest satisfaction.

• Lead and oversee all Front Office operations to ensure exceptional guest service and operational efficiency.

• Recruit, train, coach, and develop front office leaders and team members.

• Maintain compliance with Hilton brand standards, policies, and guest service expectations.

• Drive guest satisfaction scores and resolve escalated guest concerns in a professional and timely manner.

• Monitor and improve key performance metrics, including guest satisfaction, loyalty enrollment, upselling initiatives, and labor productivity.

• Manage departmental scheduling, payroll, labor costs, and staffing levels.

• Ensure effective communication and collaboration between Front Office, Housekeeping, Engineering, Security, and other departments.

• Analyze operational reports and implement action plans to improve service delivery and financial performance.

• Oversee cash handling procedures, audit compliance, and front office controls.

• Support revenue optimization through room inventory management, room assignments, and upselling programs.

• Maintain a positive, engaging, and inclusive team culture.

• Minimum 3-5 years of progressive Front Office leadership experience within a full-service hotel environment.

• Previous experience as an Assistant Director of Front Office, Front Office Manager, or equivalent leadership role.

• Strong knowledge of Hilton brand standards and operating procedures preferred.

• Proven ability to lead, motivate, and develop large teams.

• Excellent problem-solving, conflict resolution, and guest recovery skills.

• Strong financial acumen, including labor management and budgeting.

• Proficiency with hotel property management systems and Microsoft Office applications.

• Ability to work flexible schedules, including weekends, holidays, and evenings as business demands require.

• Hilton experience strongly preferred.

• Experience leading operations in a hotel with 250+ guestrooms.

• Bachelor's degree in Hospitality Management, Business Administration, or related field.

• Competitive base salary within the posted range

• Comprehensive medical, dental, and vision benefits

• 401(k) with company match

• Bonus opportunity

• Paid time off, paid sick leave, and company-observed holidays

• Hilton Team Member Travel Program

• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

• Short-term and long-term disability insurance.

• Pet wellness benefits.

• Career development and advancement opportunities

• Dynamic and collaborative work environment

We are an Equal Employment Opportunity Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, and any other characteristic protected by applicable law.

Ready to lead an exceptional Front Office team and deliver world-class hospitality? Apply today!