Director of Front Office Operations

Published: 6/14/2022

Job Description

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.

Guest Services – 35%

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.

Administrative – 25%

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