Director of Front Office

Job Description

Job Description

We are seeking an experienced, dynamic, and service-driven Director of Front Office to lead our Front Office operation. This key leadership position is responsible for creating an exceptional guest experience while ensuring efficient daily operations, strong team performance, and consistent service standards. The ideal candidate is a hands-on hospitality leader who thrives in a fast-paced hotel environment, has a strong understanding of front office operations, and is passionate about developing teams and delivering memorable guest experiences.

Key Responsibilities

• Provide overall leadership and direction for the Front Office department, including Front Desk, Guest Services, and related functions.
• Oversee daily Front Office operations to ensure a seamless arrival, stay, and departure experience for guests.
• Lead, coach, develop, and motivate the Front Office leadership team and employees.
• Establish and maintain high standards of guest service, professionalism, and operational efficiency.
• Monitor guest feedback and service recovery, personally addressing escalated guest concerns when necessary.
• Ensure appropriate staffing levels based on occupancy, business demands, and operational needs.
• Manage departmental scheduling, payroll, productivity, and labor costs in accordance with budget and business levels.
• Partner closely with Housekeeping, Reservations, Revenue Management, Engineering, Security, Food & Beverage, Sales, and other departments to ensure effective hotel operations.
• Monitor room status, arrivals, departures, VIPs, special requests, group activity, and other daily operational priorities.
• Ensure Front Office employees are properly trained on hotel standards, systems, policies, procedures, and emergency protocols.
• Drive employee engagement, performance management, recognition, coaching, and professional development.
• Participate in interviewing, hiring, onboarding, training, and evaluating Front Office employees.
• Ensure compliance with hotel policies, brand standards, collective bargaining agreements where applicable, and all applicable federal, state, and local requirements.
• Monitor departmental expenses and identify opportunities to improve productivity and operating performance without compromising the guest experience.
• Maintain effective controls related to cash handling, guest accounts, room access, billing, and other Front Office procedures.
• Prepare and review operational reports, guest satisfaction results, labor reports, and departmental performance metrics.
• Serve as a visible hotel leader and Manager on Duty as required.
• Collaborate with senior hotel leadership on initiatives designed to improve guest satisfaction, employee engagement, operational performance, and profitability.
• Perform other duties and responsibilities as assigned.