Director of Front Office Operations
About The Position
The Director of Front Office leads all Front Office operations at The Potomac Hotel, Autograph Collection, to deliver 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 is responsible for guest satisfaction, employee engagement, and compliance with brand standards while working across departments to create memorable guest experiences and meet operational and revenue goals. The role champions a guest-first culture consistent with Autograph Collection and Marriott standards, maintains a visible presence in guest areas, and oversees service recovery and guest feedback. It directs daily operations, staffing, room inventory coordination, budgets, labor costs, internal controls, and revenue optimization initiatives. It also leads the recruitment, training, coaching, evaluation, and development of Front Office team members, and supports regulatory compliance, workplace safety, guest privacy, emergency response, and hotel-wide collaboration. The position is based at The Potomac Hotel, a 373-room waterfront hotel in Washington, D.C., with extensive meeting and event space, dining concepts, a spa, and a fitness center. The role requires flexible scheduling, including evenings, weekends, and holidays as business needs require. Compensation is listed at $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 and 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 preferred.
- Marriott brand experience strongly preferred.
- Union environment experience preferred.
- Opera property management system experience preferred.
- 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 from arrival through departure; resolve guest concerns promptly and professionally and maintain guest satisfaction.
- Monitor online reviews, guest feedback, and 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; develop operational improvements to enhance service delivery and efficiency.
- Maintain staffing levels based on 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.
- Support revenue optimization through upselling and guest engagement programs.
- Ensure accurate cash handling and internal control procedures.
- 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 initiatives; 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
