Director of Front Office & Guest Services (208)

Director of Front Office & Guest Services (208) At Zachry Hospitality, we are passionate about hospitality and excellent customer service . Our hotel surrounds itself with team members who share that same passion. We take care of our guests and team members as family, within a culture of service where we do the right thing because it is the right thing to do. Our core values are at the center of every decision we make: Every Person Matters Together We Can Do Great Things This Is More Than a Job

BENEFITS

Company paid short-term and long-term disability. Medical, dental and vision insurance Fidelity 401K retirement plan with employer matching up to 6% of contribution Paid Time Off (PTO) Complimentary Daily Meal Complimentary Downtown Parking Referral Bonus Incentive Program Team Member Assistance Program

POSITION OVERVIEW

The Director of Front Office & Guest Services is responsible for leading all front‑of‑house operations to deliver an exceptional, seamless, and memorable guest experience. This role oversees Front Desk, Bell Services, and Guest Services, ensuring operational excellence, financial performance, team engagement, and service culture aligned with Palacio del Rio standards. The ideal leader is a hands‑on, people‑focused hospitality professional who inspires teams, drives accountability, and elevates service through coaching, standards, and genuine care for guests and team members.

KEY RESPONSIBILITIES

Guest Experience & Service Excellence Champion a guest‑first culture, ensuring warm welcomes, efficient service, and meaningful guest connections. Lead service recovery efforts, resolving guest concerns with empathy, urgency, and ownership. Monitor guest feedback and implement action plans to improve scores. Leadership & Team Development Recruit, train, coach, and develop Front Office and Guest Services leaders and team members. Build a culture of accountability, engagement, and recognition. Conduct regular performance conversations, stay interviews, and succession planning. Serve as a visible leader in the lobby, modeling service behaviors and professional presence. Oversee daily front office operations, scheduling, and labor management. Partner with Revenue Management to optimize room inventory, arrivals, departures, and VIP handling. Manage departmental budgets, payroll, and productivity to meet financial targets. Ensure compliance with cash handling, audit procedures, and internal controls. Partner with Housekeeping, Engineering, Sales, Loss Prevention, and Food & Beverage to ensure seamless operations. Communicate effectively with hotel leadership regarding performance, challenges, and opportunities. Support group arrivals, VIP programs, special events, and high‑profile guests. Safety, Compliance & Standards Ensure compliance with all safety, security, and company policies. Maintain ADA awareness and guest accessibility standards. Uphold professional appearance standards for self and team.

QUALIFICATIONS

Required Minimum 5–7 years of progressive hotel Front Office or Guest Services leadership experience. Prior experience as Front Office Manager, Guest Services Manager, or Director level preferred. Strong leadership, coaching, and conflict‑resolution skills. Proven ability to drive guest satisfaction and service culture. Experience managing labor, budgets, and operational KPIs. Proficiency with hotel systems (PMS, POS, guest feedback platforms). Preferred Experience in a high‑volume, urban, or resort environment. Bilingual (English/Spanish) a plus. Experience leading teams through change and growth. Join us to continue making Hilton Palacio del Rio the heart of hospitality on the River Walk. Strong culture rooted in teamwork, service, and community. Equal Opportunity Employer, including disabled and veterans. #J-18808-Ljbffr Zachry Hotels