Director of Front Office Operations- Hilton Ocala

Meyer Jabara Hotels•Ocala, FL

2d•Onsite

About The Position

The Director of Front Office Operations is responsible for managing all front‑of‑the‑house hotel operations to ensure the highest standards of guest service, operational efficiency, and associate engagement. This role provides leadership and oversight of the Front Desk team while maintaining strong collaboration with Housekeeping, Engineering, and other departments to deliver a seamless guest experience. The Director acts as a coach and mentor, upholding the Meyer Jabara Journey Philosophy while driving service excellence and financial accountability.

Requirements

High school diploma or equivalent required
Minimum of 3 years of front desk experience required
Minimum of 3 years of hotel management experience required
Fluency in English (spoken and written) required
Working knowledge of Microsoft Word, Excel, and PowerPoint
Strong leadership, communication, and organizational skills
Proven ability to lead teams, manage guest relations, and drive service excellence

Nice To Haves

Two‑year college degree or equivalent education/experience preferred
Spanish or second language preferred

Responsibilities

Lead and manage all Front Office operations, ensuring compliance with hotel policies, brand standards, and Meyer Jabara service expectations
Demonstrate and model the Meyer Jabara Journey Philosophy through leadership, professionalism, and associate engagement
Serve as a coach and mentor to Front Office leadership and associates, fostering growth and development
Maintain an open‑door policy to support positive employee relations and guest satisfaction
Review room availability, VIP room blocking, room assignments, and special guest requests
Collaborate daily with Housekeeping and Engineering to ensure accurate room status and smooth operations
Monitor Front Desk Quore/Kipsu software and shift reports to ensure operational consistency and follow through
Handle guest concerns, complaints, and service recovery while reviewing and celebrating guest compliments
Ensure Front Office budget goals and cost controls are achieved
Lead daily training and ongoing development in technical skills, hospitality, communication, and leadership
Ensure associates maintain strong knowledge of hotel services, amenities, local attractions, transportation, and area history
Initiate and lead departmental meetings and participate in operations and leadership meetings
Perform Manager on Duty duties as assigned
Conduct audits and operational controls, partnering with Accounting on discrepancies as needed
Maintain and update Annual Performance Agreements and Learning Plans