Director of Front Office Operations

Marriott•Washington, DC

8d•$105,000 - $110,000

About The Position

The Director of Front Office is responsible for leading all Front Office operations to ensure 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 collaborating across departments to create memorable guest experiences and achieve operational and revenue goals. The position is at The Potomac Hotel, managed by Pyramid Global Hospitality. The hotel is owned and operated by an independent franchisee, which is the employer and controls the hotel’s employment policies and practices. The hotel is part of the Autograph Collection.

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.

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.

Responsibilities

Champion a guest-first culture consistent with Autograph Collection and Marriott brand standards.
Ensure exceptional guest service throughout the guest journey, resolve concerns promptly, and monitor guest satisfaction feedback, online reviews, and service recovery opportunities.
Maintain a visible presence in the lobby and public areas during peak business periods.
Direct daily Front Office operations, including Front Desk, Concierge, Bell Services, Valet coordination, and Guest Services.
Ensure adherence to hotel policies, procedures, and brand standards, and implement operational improvements.
Maintain appropriate 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 as needed.
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.