Director of Front Office Operations

Position Overview

We are seeking an experienced and service-driven Front Office Manager to lead the front desk and guest services operations within a luxury hotel environment. This role is responsible for ensuring exceptional guest experiences from arrival to departure while maintaining the highest standards of hospitality and operational excellence.

The ideal candidate is a strong leader who thrives in a fast-paced environment, is highly visible with guests, and has a passion for delivering personalized luxury service.

Key Responsibilities

Supervisory – 40%

• Supervise and coordinate the activities of all front office staff.
• Performs human resource functions for staff, including hiring, training, scheduling, and evaluating.
• Hold team members accountable and celebrate team success.
• Ability to supervise a large department, taking full responsibility for each function.
• Able to coordinate schedules and services to meet the needs of our guests.
• Ensure department has all things needed to be successful.

• Assist guests with any needs or questions that arise during check-in and checkout.
• Requires excellent customer service and verbal and written communication skills.
• Own all guest opportunities by providing guest with reasonable solutions.

• Handles any billing questions and inquiries.
• Performs all accounting duties including posting charges, account settlements, and shift closing.
• Completes daily and weekly reports for management.
• Work closely with all departments and ensure Front Office support hotel wide.
• Develop strong relationships with outside vendors.
• Comfort being primary security contact for the hotel.

Qualifications

• 3–5+ years of front office leadership experience in a luxury hotel or upscale hotel.

• Strong knowledge of hotel front office systems and operations

• Exceptional guest service and problem-resolution skills

• Ability to lead and motivate a diverse hospitality team

• Strong communication and organizational skills

• Ability to work flexible schedules including evenings, weekends, and holidays

Preferred Qualifications

• Experience with luxury hotel brands

• Multi-lingual candidates are a plus

Compensation & Benefits

• Competitive salary based on experience

• Health, dental, and vision benefits

• Paid time off and holiday pay

• Opportunities for career advancement within the hotel