Director of Front Office

Proper Hospitality Careers • Los Angeles, CA

3d

About The Position

Proper Hospitality is seeking an experienced and dynamic Director of Front Office to lead front office operations and elevate the guest experience. This senior leadership role oversees the Front Desk, Concierge, Guest Services, and Bell teams, ensuring seamless operations, personalized service, and alignment with brand standards. The role calls for a strategic hospitality leader with strong operational expertise who can inspire teams while delivering outstanding guest satisfaction and financial performance.

The Director leads team development, manages the guest journey, oversees daily operations and room inventory, supports revenue strategies, collaborates across departments, and ensures compliance with brand standards, company policies, and safety regulations. The role also oversees the use of property management systems and related technologies.

Proper Hospitality describes its culture as valuing creativity, excellence, authenticity, individuality, collaboration, and purpose, and says it invests in its team's growth, wellbeing, and success. The company is an equal opportunity employer committed to inclusive hiring practices.

Requirements

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field.
• 5–7+ years of progressive hotel operations experience.
• Minimum 3 years in a Front Office leadership role.
• Strong knowledge of front office systems, PMS platforms, and revenue management tools.
• Proven experience managing budgets, forecasting, and operational performance.
• Exceptional leadership and team development skills.
• Strong communication and interpersonal abilities.
• Strategic thinking and strong problem-solving skills.
• Guest-focused mindset and commitment to service excellence.
• Ability to thrive in a fast-paced, high-pressure environment.

Responsibilities

• Lead, mentor, and inspire the Front Office team and foster a service-driven culture focused on excellence and accountability.
• Oversee hiring, onboarding, training, and ongoing development; conduct performance evaluations and coach team members.
• Ensure a seamless, personalized guest journey from arrival through departure; anticipate needs and resolve concerns promptly and professionally.
• Partner with Concierge to deliver memorable experiences, including VIP services, and drive guest satisfaction and loyalty initiatives.
• Oversee daily front office operations, including check-in/check-out, reservations, and room assignments.
• Optimize staffing levels and workflows to balance service excellence with cost efficiency.
• Analyze guest feedback, occupancy, revenue, and other performance metrics to identify improvement opportunities.
• Collaborate with Revenue Management and Sales to maximize occupancy and rate strategies; oversee room inventory and allocation, and drive upselling and cross-selling.
• Partner with Housekeeping, Engineering, Food & Beverage, and Sales to support seamless operations.
• Lead regular departmental meetings and serve as a liaison between Front Office and senior leadership.
• Ensure adherence to brand standards, company policies, and safety regulations.
• Oversee proper use of Property Management Systems (PMS) and other technologies; partner with IT to maintain system functionality and security.
• Conduct audits to ensure operational and financial compliance.
• Manage budgets, forecasting, and operational performance.

What This Job Offers

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