Director of Front Office Operations
About The Position
The Director of Front Office leads all Front Office operations at The Potomac Hotel, Autograph Collection, ensuring exceptional guest service, operational efficiency, and financial performance. The role oversees the Front Desk, Guest Services, Concierge, Bell Services, Transportation Services, and PBX/Guest Communications, and serves as a key member of the hotel leadership team. The Director ensures high standards of guest satisfaction, employee engagement, and brand compliance while fostering a culture of hospitality and collaborating across hotel departments to achieve operational and revenue goals. The Potomac Hotel is a full-service waterfront hotel in Washington, D.C., with 373 guest rooms, 38,000 square feet of indoor meeting and event space, two restaurant and bar concepts, a spa, a fitness center, and extensive events operations. The hotel is managed by Pyramid Global Hospitality, whose culture emphasizes People First, Integrity, and Excellence. The role requires progressive hotel operations experience and senior Front Office leadership experience. The successful candidate will lead service delivery and team development, manage departmental budgets and labor, maintain operational and brand standards, and support guest satisfaction, safety, and compliance. The position requires flexibility to work evenings, weekends, and holidays as business needs require. Compensation is listed as $105,000–$110,000.
Requirements
- Minimum 5–7 years of progressive hotel operations experience.
- Minimum 3 years in a senior Front Office leadership role within a full-service or luxury hotel environment.
- Strong leadership and team-building skills.
- Excellent communication and interpersonal abilities.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong financial acumen and budgeting experience.
- Proficiency with hotel property management systems.
- Ability to analyze operational data and implement effective solutions.
- Strong conflict-resolution and guest-recovery skills.
- Ability to stand and walk for extended periods.
- Ability to occasionally lift and carry up to 25 pounds.
- Ability to work flexible schedules, including evenings, weekends, and holidays, as business needs require.
Nice To Haves
- Bachelor's degree in Hospitality Management, Business Administration, or a related field.
- Marriott brand experience.
- Union environment experience.
- Familiarity with Opera property management system.
- Knowledge of Marriott standards and service culture.
Responsibilities
- Champion a guest-first culture consistent with Autograph Collection and Marriott brand standards.
- Ensure exceptional guest service throughout the guest journey, resolve concerns, monitor feedback and reviews, and identify service recovery opportunities.
- Maintain a visible presence in the lobby and public areas during peak business periods.
- Direct daily Front Office operations, including the Front Desk, Concierge, Bell Services, Valet coordination, and Guest Services.
- Ensure adherence to hotel policies, procedures, and brand standards, and implement operational improvements to improve service and efficiency.
- Maintain staffing levels appropriate to occupancy forecasts and business demand.
- Oversee room inventory management and coordinate with Reservations, Revenue Management, and Housekeeping to maximize room utilization.
- Prepare and manage departmental budgets, monitor labor costs and productivity, analyze operating reports, and implement corrective action plans as needed.
- Support revenue optimization through upselling and guest engagement programs, and ensure accurate cash handling and internal controls.
- Recruit, interview, hire, train, coach, and develop Front Office team members; conduct performance evaluations and provide ongoing feedback.
- Promote employee engagement, recognition, and career development, and foster a positive and inclusive work environment.
- Ensure compliance with company policies, labor agreements, and applicable employment laws.
- Ensure compliance with federal, state, and local regulations; maintain safe working conditions and support workplace safety initiatives.
- Protect guest information and comply with privacy standards; respond effectively to emergencies, security incidents, and operational disruptions.
- Partner with Housekeeping, Engineering, Food & Beverage, Security, Sales, and Revenue Management.
- Participate in executive meetings and strategic planning, and support special events, VIP arrivals, and high-profile guest experiences.
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What This Job Offers
Job Type
Full-time
Career Level
Director
