Director of Front Office - Franchise

Hilton Technologies•Costa Mesa, CA

1d•$80,000 - $85,000

About The Position

Provide strategic leadership and operational oversight of the Front Office operation to ensure exceptional guest experiences, optimal revenue performance, and alignment with brand and ownership standards. Lead, direct, and elevate all Front Office functions including Front Desk, Guest Services/Bell, Concierge, and PBX to deliver a consistent, high-quality guest experience. Establish and execute Front Office strategies that support occupancy optimization, yield management, guest satisfaction scores, and operational efficiency. Oversee staffing strategy for the Front Office, including workforce planning, interviewing, hiring, training, scheduling, performance management, and succession planning. Develop a service-driven culture through leadership, coaching, accountability, and engagement of Front Office leadership and team members. Ensure guest check-in and check-out processes are executed efficiently, professionally, and in alignment with brand standards. Serve as the escalation point for complex guest concerns, leading thorough investigations and driving timely, creative, and satisfactory resolutions. Maintain expert-level knowledge and oversight of property management systems and Front Office technology to ensure accuracy, compliance, and operational excellence. Partner cross-functionally with Engineering, Sales, Revenue Management, and Accounting to support guest needs, group blocks, special requests, and operational priorities. Monitor Front Office performance metrics, guest feedback, and financial results; identify trends and implement continuous improvement initiatives. Participate in the Manager on Duty rotation as required, providing visible leadership and real-time problem resolution throughout the property. Ensure compliance with franchise standards, company policies, safety requirements, and internal operating procedures. Represent the Front Office at Executive Committee, leadership, and safety meetings, contributing to overall hotel strategy and decision-making. Perform other duties as assigned in support of hotel operations and business objectives.

Requirements

Proven leadership experience in Front Office or Rooms-related hotel operations, with demonstrated success in managing teams and driving performance.
Strong strategic thinking and decision-making skills, with the ability to balance guest experience, operational execution, and financial results.
Advanced guest service recovery and problem-solving capabilities, particularly in high-pressure or time-sensitive situations.
High level of professionalism, integrity, discretion, and confidentiality.
Strong working knowledge of PMS systems, Front Office processes, and revenue-related fundamentals.
Excellent verbal and written communication skills, with the ability to influence at all levels of the organization.
Ability to manage multiple priorities, meet deadlines, and maintain focus amid frequent interruptions.
Self-motivated, results-oriented, and adaptable to changing business needs.
Willingness to work a flexible schedule, including evenings, weekends, and holidays as business needs dictate.
Demonstrated commitment to teamwork, accountability, and continuous improvement.

Responsibilities

Provide strategic leadership and operational oversight of the Front Office operation
Lead, direct, and elevate all Front Office functions including Front Desk, Guest Services/Bell, Concierge, and PBX
Establish and execute Front Office strategies that support occupancy optimization, yield management, guest satisfaction scores, and operational efficiency.
Oversee staffing strategy for the Front Office, including workforce planning, interviewing, hiring, training, scheduling, performance management, and succession planning.
Develop a service-driven culture through leadership, coaching, accountability, and engagement of Front Office leadership and team members.
Ensure guest check-in and check-out processes are executed efficiently, professionally, and in alignment with brand standards.
Serve as the escalation point for complex guest concerns, leading thorough investigations and driving timely, creative, and satisfactory resolutions.
Maintain expert-level knowledge and oversight of property management systems and Front Office technology to ensure accuracy, compliance, and operational excellence.
Partner cross-functionally with Engineering, Sales, Revenue Management, and Accounting to support guest needs, group blocks, special requests, and operational priorities.
Monitor Front Office performance metrics, guest feedback, and financial results; identify trends and implement continuous improvement initiatives.
Participate in the Manager on Duty rotation as required, providing visible leadership and real-time problem resolution throughout the property.
Ensure compliance with franchise standards, company policies, safety requirements, and internal operating procedures.
Represent the Front Office at Executive Committee, leadership, and safety meetings, contributing to overall hotel strategy and decision-making.
Perform other duties as assigned in support of hotel operations and business objectives.