Director of Front Office

Pyramid Global Hospitality • Saint Michaels, MD

1d • $80,000 - $95,000

About The Position

The Director of Front Office leads all Front Office operations at the Inn at Perry Cabin, providing efficient, friendly, and excellent customer service while maintaining a clean, professional, high-quality Front Office in accordance with hotel standards. The role ensures guests receive a welcoming, informative arrival experience and that service meets Forbes and Preferred Hotels and Resorts standards.

As a department head, the Director leads Front Office, Guest Services, and Night Audit teams and coordinates with other resort departments and third-party door, valet, and bell service providers. The role oversees staffing, training, scheduling, guest recovery, operational procedures, service quality, payroll, supplies, and financial performance. It also supports safe operations, guest confidentiality, PCI compliance, and the resort’s culture and history.

Responsibilities

• Lead Front Office operations and oversee Front Desk Supervisors, Front Desk Agents, Night Audit, and Guest Services, coordinating with third-party door, valet, and bell staff.
• Manage staffing, including interviewing, hiring, training, scheduling, assigning shift duties, conducting performance appraisals, and providing coaching and feedback.
• Ensure guests receive a warm, efficient welcome; personally greet guests and introduce them to front desk agents when appropriate.
• Oversee luggage, storage, deliveries, room deliveries, town car usage, vehicle maintenance, bell carts, and guest traffic flow.
• Anticipate guest needs and lead guest recovery efforts; escort VIPs to rooms whenever possible.
• Maintain cleanliness and tidiness of the lobby, front drive, front desk, bell stand, and bell closet.
• Oversee payroll and accurate timeclock procedures; monitor payroll, operating, and supply costs and review financial statements and operational reports.
• Coordinate operations with arrivals, departures, and hotel occupancy levels; communicate closely with the Resort Manager, group coordinators, reservations, engineering, and housekeeping.
• Review daily balance summaries, room status reports, and arrival reports.
• Monitor front office supply inventory and control front desk cash, room keys, and guest confidentiality.
• Review and update Front Office manuals; recommend, establish, and implement policies and procedures; develop training checklists, processes, and plans.
• Provide new-hire and ongoing training on Forbes service standards and Preferred Hotels and Resorts loyalty programs and service standards; track and verify adherence.
• Maintain knowledge of hotel features, services, outlets, and operating hours.
• Practice emergency procedures, assist in hotel emergencies as needed, and ensure safe work practices.
• Represent the hotel and company as an ambassador, uphold the resort’s culture and history, and comply with company and property policies.
• Support Total Quality Management principles and continuous improvement.
• Maintain departmental standards for image, appearance, and grooming; represent the company and profession to outside organizations and the community.
• Maintain confidentiality and security of guest and hotel information and ensure PCI compliance.
• Participate in hotel-sponsored team events, trainings, and mandatory meetings; assist in other areas as needed.

Benefits

• Medical insurance with employer contribution
• Vision insurance
• Dental insurance
• Life insurance
• Pet insurance
• Accident insurance
• 401(k) program with employer match and immediate full vesting
• Paid time off
• Exclusive discounts across the hotel portfolio for all employees, including part-time team members

What This Job Offers

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