Director of Front Office at a Luxury Landmark Hotel
About The Position
We are seeking an experienced and passionate Director of Front Office to lead our Front Office team and elevate the guest experience while driving operational excellence. The Director of Front Office is responsible for the overall leadership, management, and performance of Front Office operations, including Front Desk, Bell Services, Concierge, Guest Services, PBX, and Night Audit. This position plays a critical role in ensuring exceptional guest satisfaction, maximizing revenue opportunities, maintaining operational efficiency, and fostering a culture of engagement and accountability. The ideal candidate is a hands-on hospitality leader with strong luxury hotel experience, excellent people leadership skills, and a passion for delivering memorable guest experiences.
Requirements
- Minimum 5 years of progressive Front Office leadership experience in a full-service or luxury hotel environment.
- Previous experience as Front Office Manager, Assistant Director of Front Office, Director of Rooms, or equivalent leadership role preferred.
- Strong knowledge of hotel operations, guest services, revenue management principles, and labor management.
- Experience leading union and non-union workforces preferred.
- Proficiency with hotel property management systems (Opera Cloud experience preferred).
- Strong financial acumen, including budgeting, forecasting, payroll, and labor management.
- Demonstrated ability to lead, motivate, and develop high-performing teams.
- Excellent communication, problem-solving, and conflict-resolution skills.
- Ability to work flexible schedules, including evenings, weekends, and holidays as business needs require.
- Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
Responsibilities
- Lead and oversee all Front Office operations to ensure exceptional guest service and operational efficiency.
- Recruit, train, coach, and develop Front Office leaders and team members.
- Create a culture focused on guest satisfaction, teamwork, accountability, and continuous improvement.
- Monitor guest feedback, online reviews, and service recovery opportunities to enhance the overall guest experience.
- Ensure compliance with Forbes, AAA, Sonesta, and hotel service standards.
- Manage departmental labor costs, scheduling, payroll, and productivity.
- Analyze operational reports and performance metrics to identify trends and opportunities for improvement.
- Collaborate closely with Housekeeping, Engineering, Food & Beverage, Sales, and Revenue Management teams to ensure seamless guest experiences.
- Oversee room inventory management, upselling initiatives, and revenue enhancement opportunities.
- Ensure proper handling of guest concerns, VIP arrivals, special requests, and service recovery situations.
- Maintain compliance with all company policies, safety regulations, labor laws, and union agreements where applicable.
- Participate in Manager-on-Duty responsibilities and support overall hotel operations.
Benefits
- Annual bonus opportunity
- Comprehensive medical, dental, and vision benefits
- 401(k) retirement savings plan
- Paid time off and holidays
- Sonesta Travel Pass employee hotel discounts
- Professional development and career growth opportunities
- Dynamic and inclusive work environment
- Health Savings Account with Company Match
- 401(k) Retirement Plan with Company Match
- Paid Vacation and Sick Days
- Sonesta Hotel Discounts
- Educational Assistance
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short Term and Long Term Disability Insurance
- Various Employee Perks and Discounts
- Hospital Indemnity
- Critical Illness Insurance
- Accident Insurance
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What This Job Offers
Job Type
Full-time
Career Level
Manager
