Director of Front Office
About The Position
Provide vision and direction for the Front Office department, aligning with hotel objectives and brand standards. Oversee daily operations for Front Desk, Bell, Valet, and Royal Services ensuring seamless guest experiences. Develop and implement departmental policies, SOPs, and training programs to maintain compliance with LQA, Forbes, and brand standards. Champion guest loyalty initiatives and ensure enrollment targets are met. Lead yield management and revenue strategy discussions to maximize rooms revenue. Manage departmental budgets, forecasts, and labor productivity targets. Monitor financial performance and implement cost-control measures without compromising service quality. Act as the primary point of escalation for guest concerns, ensuring timely resolution and service recovery. Maintain a visible presence in the lobby and public areas to engage guests and support team members. Drive continuous improvement in guest satisfaction scores (VOG) and loyalty metrics. Lead recruitment, onboarding, and performance management for Front Office leadership and staff. Foster a culture of engagement through recognition programs, coaching, and career development. Conduct regular departmental meetings and pre-shift briefings to communicate goals and updates. Partner with Sales, Housekeeping, Engineering, and other departments to ensure operational excellence. Oversee emergency procedures and guest communication during crisis situations. Ensure adherence to safety policies and maintain a secure working environment. Conduct audits and inspections to uphold cleanliness, organization, and brand standards.
Requirements
- 3+ Years of previous leadership experience required, preferably in luxury setting
- Previous Opera Cloud Property Management System experience preferred
- Previous experience in handling emergency protocols required
- Computer literate in Microsoft Office applications required
- University/College degree in a related discipline preferred
- Must possess a professional presentation
- Strong interpersonal and problem-solving abilities
- Results oriented with the ability to adapt to the challenges of a continually evolving workforce, while remaining flexible and working under pressure
- Highly responsible & reliable
- Ability to work well under pressure in a fast-paced environment
- Ability to work cohesively as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Previously demonstrated leadership skills supporting an environment of colleague growth and development, interdepartmental teamwork and exceptional customer service
- Proven record to coordinate a department to make gains towards targeted GSI, GOP, EEI results
- Must be a creative and effective leader and team player, possessing a high degree of professionalism, energy, and determination
- Ability to analyze data and trends and create strategies for improvement
Nice To Haves
- Previous Opera Cloud Property Management System experience preferred
- University/College degree in a related discipline preferred
Responsibilities
- Provide vision and direction for the Front Office department, aligning with hotel objectives and brand standards.
- Oversee daily operations for Front Desk, Bell, Valet, and Royal Services ensuring seamless guest experiences.
- Develop and implement departmental policies, SOPs, and training programs to maintain compliance with LQA, Forbes, and brand standards.
- Champion guest loyalty initiatives and ensure enrollment targets are met.
- Lead yield management and revenue strategy discussions to maximize rooms revenue.
- Manage departmental budgets, forecasts, and labor productivity targets.
- Monitor financial performance and implement cost-control measures without compromising service quality.
- Act as the primary point of escalation for guest concerns, ensuring timely resolution and service recovery.
- Maintain a visible presence in the lobby and public areas to engage guests and support team members.
- Drive continuous improvement in guest satisfaction scores (VOG) and loyalty metrics.
- Lead recruitment, onboarding, and performance management for Front Office leadership and staff.
- Foster a culture of engagement through recognition programs, coaching, and career development.
- Conduct regular departmental meetings and pre-shift briefings to communicate goals and updates.
- Partner with Sales, Housekeeping, Engineering, and other departments to ensure operational excellence.
- Oversee emergency procedures and guest communication during crisis situations.
- Ensure adherence to safety policies and maintain a secure working environment.
- Conduct audits and inspections to uphold cleanliness, organization, and brand standards.
Benefits
- Discounted hotel rooms and food & beverage rates to employees at our sister properties around the globe.
- We provide learning programs through our Academies to promote growth and development so that you can perform at your full potential.
- Opportunity to develop your talent and grow within your property and across the world!
- Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21 and WATCH
- Accor is proud to be an Equal Opportunity Employer EOE/M/F/V/D. We provide an environment of trust, respect, and integrity.
- A home away from home.
- Where diversity and inclusion are celebrated.
- Privacy and personal information are protected.
- Through Accor’s Employee Value Proposition, we ensure fair treatment and a workplace free from discrimination & harassment.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
