Director of Front Office, The Stanford Park Hotel

Woodside Hotel Group Ltd.•Menlo Park, CA

2d•$85,000 - $88,000•Onsite

About The Position

In the heart of the Silicon Valley, The Stanford Park Hotel has proudly held the title of #1 traveler-reviewed hotel on TripAdvisor since 2000. Our retreat-like amenities and authentic service are a few reasons why our guests love us. We are currently seeking an accomplished and service-driven Director of Front Office to lead our dynamic front office team. This is an exceptional opportunity for a hospitality professional who is passionate about leadership, guest satisfaction, and operational excellence. As the Director of Front Office, you will be responsible for overseeing all front office operations, including the Front Desk, PBX, Lobby Host, and Bell Services. You will ensure the seamless delivery of guest services, implement strategic leadership initiatives, and drive profitability through effective management of room inventory, staffing, and guest satisfaction initiatives. This role is a key member of the hotel’s leadership team and plays a vital role in shaping the guest experience and team culture.

Requirements

Proven success in a supervisory or management role within Front Office operations in a hotel setting for 5+ years.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to use a moderately complex computer system.
Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
Must have knowledge of policies and procedures as they relate to safety and security of guest and Hotel property.
The ability to effectively deal with employees and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
Excellent organizational skills
Ability to read, listen and communicate effectively in English.
Able to write reports, correspondences, memos and employee performance evaluations
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume by applying basic math skills.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Knowledge of Microsoft Word processing software and Excel spreadsheet software.
Meets legal age requirements for the position.

Nice To Haves

B.A. degree or A.A degree is preferred.
Previous experience as a Front Office Manager, Director of Front Office, Assistant Front Office Manager, or Assistant Director of Front Office is preferred.

Responsibilities

Lead, mentor, and manage the Front Desk, PBX, Lobby Host, and Bell teams to ensure exceptional service delivery and operational efficiency.
Recruit, train, and develop front office staff; conduct regular performance evaluations and provide coaching and feedback.
Oversee daily department operations and ensure alignment with the hotel’s service standards and brand values.
Monitor labor and operational costs to ensure alignment with departmental budgets and hotel forecasts.
Respond promptly and professionally to guest concerns, inquiries, and special requests to ensure guest satisfaction.
Coordinate guest service initiatives with all hotel departments, ensuring a unified and personalized guest experience.
Manage group arrivals, VIP experiences, and special accommodations; serve as a point of contact for VIP guests.
Implement and enforce front office policies, safety procedures, and operational best practices.
Prepare scheduling, payroll approvals, and staffing plans based on business volume and hotel occupancy trends.
Participates in the Hotel’s Manager on Duty Program.
Demonstrate flexibility and cross-functional leadership by becoming fully trained in the operations and standards of the Housekeeping Department, with the ability to provide oversight or assume leadership responsibilities for both departments when necessary.