Director of Front Office Operations

Pyramid Global Hospitality

7d • $105,000 - $110,000 • Onsite

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. This position oversees the Front Desk, Guest Services, Concierge, Bell Services, Transportation Services and PBX/Guest Communications. The Director of Front Office serves as a key member of the hotel leadership team, ensuring the highest standards of guest satisfaction, employee engagement, and brand compliance. The successful candidate will drive service excellence, foster a culture of hospitality, and collaborate with all hotel departments to create memorable guest experiences while achieving operational and revenue goals.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• 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.
• Marriott brand experience strongly preferred.
• Union environment experience preferred.
• Strong leadership and team-building skills.
• Excellent communication and interpersonal abilities.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Strong financial acumen and budgeting experience.
• Proficiency with hotel property management systems (Opera preferred).
• Knowledge of Marriott standards and service culture.
• 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.
• Must be able to work flexible schedules including evenings, weekends, and holidays as business needs require.

Responsibilities

• Champion a guest-first culture consistent with Autograph Collection and Marriott brand standards.
• Ensure exceptional guest service at all touchpoints from arrival through departure.
• Resolve guest concerns promptly and professionally, maintaining high guest satisfaction scores.
• 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 Front Desk, Concierge, Bell Services, Valet coordination, and Guest Services.
• Ensure adherence to all hotel policies, procedures, and brand standards.
• Develop and implement operational improvements to enhance service delivery and efficiency.
• Maintain appropriate staffing levels based on occupancy forecasts and business demand.
• Oversee room inventory management and work closely with Reservations, Revenue Management, and Housekeeping to maximize room utilization.
• Prepare and manage departmental budgets.
• Monitor labor costs and productivity standards.
• Analyze operating reports and implement corrective action plans when necessary.
• Support revenue optimization initiatives 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 opportunities.
• Foster a positive and inclusive work environment.
• Ensure compliance with company policies, labor agreements, and applicable employment laws.
• Ensure compliance with all federal, state, and local regulations.
• Maintain safe working conditions and support workplace safety initiatives.
• Ensure proper handling of guest information and compliance with privacy standards.
• Respond effectively to emergencies, security incidents, and operational disruptions.
• Partner closely 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.

Benefits

• Equal employment opportunities to all employees and applicants.
• Celebrates diversity and is committed to creating an inclusive workplace where all associates can thrive.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager