Director of Front Office

Galleria Park Hotel•San Francisco, CA

8d•$95,000 - $105,000•Onsite

About The Position

Galleria Park Hotel is seeking an inspiring, service-focused Director of Front Office to join its leadership team. The 177-room boutique hotel is located where San Francisco’s Financial District meets Union Square. The Director will oversee Front Desk, Night Audit, and Bell/Valet operations, ensuring a seamless guest experience from arrival through departure. This fully on-site leadership role focuses on developing team members, strengthening service standards, managing departmental performance, and collaborating across the hotel to anticipate guest needs and deliver thoughtful solutions. The role is suited to a visible, results-oriented leader who brings empathy, sound judgment, and consistent follow-through, celebrates team accomplishments, and encourages continued growth.

Requirements

At least five years of progressive hotel front office experience, including two to three years in a management role such as Front Office Manager or Assistant Director of Front Office.
Operational experience with front desk operations, night audit, room assignments, inventory, billing, VIP arrivals, and group arrivals.
Demonstrated ability to recruit, train, coach, and develop team members and supervisors; address performance concerns; and build accountability, recognition, and respect.
Proven ability to resolve difficult guest situations, exercise judgment about compensation, and use guest feedback to improve service.
Experience preparing schedules based on occupancy and business needs, managing payroll and departmental expenses, explaining budget variances, and supporting room upgrades and other revenue opportunities.
Strong working knowledge of property management systems; HMS is preferred. Experience with reservations platforms and Microsoft Excel, including reviewing reports and identifying discrepancies.
Clear written and verbal communication, reliable follow-through, and experience collaborating with Housekeeping, Engineering, Sales, Revenue Management, Finance, and People Services.
Ability to manage incidents calmly, protect guest information, follow emergency procedures, and recognize when an issue needs escalation.
Ability to work fully on site, maintain regular visibility throughout the operation, and work evenings, weekends, and holidays as business needs require.
Working knowledge of California and San Francisco requirements affecting scheduling, timekeeping, and team supervision, and willingness to partner closely with People Services.

Nice To Haves

Experience overseeing bell and valet services.
Previous boutique or lifestyle hotel experience.
Knowledge of the San Francisco market.
A degree in hospitality or business; equivalent professional experience will be considered in place of a degree.

Responsibilities

Lead daily Front Desk, Night Audit, and Bell/Valet operations to provide efficient service and a welcoming guest experience.
Maintain a visible presence throughout the operation, build relationships with guests, and support team members.
Recruit, onboard, train, and develop Front Office team members in partnership with People Services.
Set performance expectations, coach and recognize team members, conduct performance reviews, and address concerns promptly and consistently.
Prepare staffing schedules based on occupancy, arrival and departure patterns, and business needs while maintaining coverage and managing labor costs.
Develop and manage departmental budgets, monitor payroll and operating expenses, and take action to meet financial and operational goals.
Resolve escalated guest concerns professionally and empathetically, ensuring timely follow-up and appropriate service recovery.
Monitor guest satisfaction scores, online reviews, and service trends, and implement measurable improvements.
Oversee room assignments, VIP preparations, special requests, and group arrivals; coordinate room readiness and maintenance resolution with Housekeeping and Engineering.
Partner with Sales, Reservations, and Revenue Management on room inventory, group room blocks, oversold situations, upgrades, and revenue opportunities.
Ensure accurate guest billing and adherence to cash-handling, payment authorization, deposit, refund, and night-audit procedures; work with Finance to resolve discrepancies.
Establish and reinforce departmental procedures and service standards, and ensure team members are trained on hotel systems and responsibilities.
Lead departmental meetings and shift briefings to communicate guest needs, hotel activities, service priorities, and outstanding issues.
Foster a respectful, inclusive team environment through communication, fair treatment, recognition, and participation in hotel and CoralTree initiatives.
Ensure departmental practices follow hotel policies and applicable requirements for timekeeping, meal and rest periods, guest privacy, and workplace safety, partnering with People Services and other leaders as needed.
Serve as Manager on Duty as assigned, respond to operational concerns and emergencies, document incidents, and escalate matters appropriately.
Participate in the hotel leadership team, collaborate across departments, and take ownership of initiatives that improve guest experience, team engagement, and hotel performance.