Director of Front Office

Crescent Careers • Short Hills, NJ

5d

About The Position

Crescent Hotels & Resorts is seeking a Director of Front Office to lead the Front Office team at the Hilton Short Hills. The role leads front desk and guest services operations—including valet, bellpersons, drivers, PBX, and guest service agents—and ensures guests receive professional, warm, efficient service. Responsibilities include staffing and payroll, overseeing check-in and check-out, reservations, guest concerns, night audit, safety procedures, interdepartmental coordination, and operational recordkeeping.

Requirements

• At least 5 years of proven experience in hospitality management or front office leadership in a hotel or resort.
• Strong knowledge of property management systems; PEP is preferred.
• Excellent customer service skills focused on guest relations and hospitality standards.
• Familiarity with hotel emergency procedures, night audit processes, and front desk operations.
• Exceptional phone etiquette and communication skills for interacting with clients by phone and in person.
• Ability to lead a team confidently and manage multiple priorities in a fast-paced setting.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

Nice To Haves

• Experience with PEP property management systems.

Responsibilities

• Lead and motivate the front desk and guest services team, including valet, bellpersons, drivers, PBX, and guest service agents, to deliver exceptional service.
• Handle scheduling and payroll for the front desk department.
• Oversee check-in and check-out procedures for accuracy and adherence to hotel policies, using the property management system.
• Manage reservations using hospitality reservation systems, optimizing occupancy and revenue while maintaining guest satisfaction.
• Respond promptly to guest inquiries, complaints, and special requests.
• Supervise night audit operations to ensure financial accuracy and compliance with hotel procedures.
• Implement and uphold hotel emergency procedures to support the safety and security of guests and staff.
• Coordinate with other departments about guest needs, special events, and operational updates.
• Maintain detailed records of guest interactions, reservations, billing issues, and incident reports.

Benefits

• Highly competitive wages.
• Health benefits plan for eligible associates and their family members.
• 401(k) matching program for eligible associates.
• Discounts at Crescent-managed properties in North America for associates and family members.
• Hotel room discounts at Hilton-branded properties worldwide.
• Free meals in the staff cafeteria.
• Opportunity for growth.
• Health and wellness programs.
• Learning and development opportunities.

What This Job Offers

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