Director of Front Office

AccorHotel • Chicago, IL

29d • $75,000 - $90,000

About The Position

The Director of Front Office is a pivotal leadership role in a luxury hotel, responsible for overseeing all Front Office operations and ensuring an exceptional guest experience. This role requires a strong focus on guest satisfaction, operational excellence, and team development. The ideal candidate will possess outstanding communication skills, a keen eye for detail, and the ability to lead a dynamic team in a high-end hospitality environment.

Requirements

• Extensive experience within luxury brands within Front Office Operations.
• Previous leadership experience required.
• Previous experience within a Union environment required.
• Demonstrated knowledge of budget planning and financial controls.
• Computer literate in Microsoft Windows applications required.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work cohesively as part of a team.
• Ability to focus attention on guest needs, remaining calm and courteous at all times.

Nice To Haves

• University/College degree in a related discipline preferred.

Responsibilities

• Guest Experience & Satisfaction:
• Ensure every guest receives a warm and personalized welcome, seamless check-in/check-out processes, and superior service throughout their stay.
• Handle VIP guests, special requests, and unique accommodations with discretion and care.
• Resolve guest complaints and concerns promptly and professionally, ensuring maximum satisfaction.
• Team Leadership & Development:
• Recruit, train, and mentor front office staff, including Front Desk, Guest Services and Fairmont Gold team members to uphold the hotel’s luxury standards.
• Foster a positive and motivating work environment, ensuring team engagement and adherence to service protocols.
• Conduct regular performance evaluations and provide constructive feedback for professional growth.
• Operational Excellence:
• Oversee all front office functions, including reservations, guest services, concierge, and night audit.
• Develop and implement efficient processes to optimize operations and reduce wait times without compromising quality.
• Collaborate with other hotel departments to ensure smooth guest experiences and seamless hotel operations.
• Revenue Management & Budgeting:
• Prepare and manage the front office budget, including payroll, supplies, and training expenses.
• Analyze financial reports and key performance indicators to identify opportunities for growth and improvement.
• Compliance & Standards:
• Ensure all front office operations comply with local laws, safety regulations, and company policies.
• Uphold the brand’s luxury standards and ensure consistency in service delivery across shifts.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed