Assistant Director of Front Office

Hilton - Key West, FL

Full-time - Mid Level

Key West, FL

Accommodation

About the position

The TMP Complex Assistant Director of Front Office at Casa Marina Key West and The Reach Key West is a leadership role responsible for overseeing all front office operations at both resorts. This position aims to deliver outstanding guest service while ensuring financial profitability. The ideal candidate will be a hands-on leader with a luxury hotel background and experience in front office management, focusing on team development and operational excellence.

Responsibilities

• Assist in the direction and administration of all Front Office operations including guest service and registration, room inventory, marketing initiatives, budgeting, and policy implementation.
• Monitor and develop team member performance through supervision, scheduling, counseling, and evaluations.
• Assess service and satisfaction trends, evaluate issues, and implement improvements.
• Oversee the VIP process including reviewing VIP reservations, managing amenity orders, and monitoring special requests.
• Implement marketing up-selling techniques to maximize room occupancy and revenue.
• Ensure team members are knowledgeable about hotel products, services, and local events.
• Run daily reports, analyze data, and make informed decisions based on findings.
• Resolve guest issues and concerns to ensure satisfaction.
• Recruit, interview, and train team members.

Requirements

• 2-3 years of Front Office Management experience in a luxury hotel setting.
• Proven success in overseeing a front office team.
• Strong leadership and mentoring skills.
• Knowledge of OnQ system is beneficial.

Nice-to-haves

• Experience in a high-volume luxury hotel environment.
• Strong analytical skills for data-driven decision making.

Benefits

• Access to pay through DailyPay
• Medical Insurance Coverage for employees and their families
• Mental Health Resources
• Best-in-Class Paid Time Off (PTO)
• Go Hilton travel discount program
• Supportive parental leave
• Matching 401(k)
• Employee stock purchase program (ESPP) at a 15% discount
• Debt-free education access for various educational credentials
• Career growth and development opportunities
• Team Member Resource Groups
• Recognition and rewards programs