Director of Front Office
About The Position
The Director of Front Office is responsible for front office functions and staff, as well as security staff functions. Areas of responsibility may include Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security. As a department head, this role directs and works with managers and employees to execute front office operations, including guest arrival and departure procedures. The Director works to establish a safe and secure environment for guests and associates, continually improve guest and employee satisfaction, and maximize the department’s financial performance. The role leads front desk, guest services, and security teams; manages staffing, day-to-day operations, service quality, budgets, and controllable expenses; handles guest complaints; and ensures compliance with front office and property policies. It also oversees on-duty security personnel and supports employee development, performance management, hiring, and coordination with other hotel departments.
Requirements
- High school diploma or GED and 6 years of experience in guest services, front desk, or a related professional area; OR a 2-year degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major and 4 years of experience in guest services, front desk, or a related professional area.
Responsibilities
- Lead, influence, and encourage front office and security employees, demonstrating integrity and serving as a role model.
- Supervise and manage employees and day-to-day operations, and understand employee roles well enough to perform their duties when needed.
- Build collaborative relationships, communicate performance expectations, recognize employee contributions, and monitor progress.
- Achieve performance, budget, and team goals while maintaining service quality and customer expectations.
- Develop goals and plans, prioritize work, and keep the Front Office team focused on guest satisfaction and financial results.
- Conduct department meetings and communicate department goals consistently.
- Supervise and coordinate luggage attendants, garage valets, door attendants, and concierge activities.
- Review staffing levels to meet guest service, operational, and financial needs.
- Manage department expenses and provide recommendations and reports concerning capital expenditures, repairs, and maintenance programs for front office areas.
- Handle guest complaints and verify that guest issues are resolved.
- Protect the property and provide a safe environment for guests and staff.
- Oversee on-duty security personnel, including the dispatcher; coordinate assignments and ensure officers are briefed on daily activities.
- Compile information and file written security reports.
- Verify compliance with Front Office policies, standards, and procedures, and ensure property policies and disciplinary procedures are applied fairly and consistently according to SOPs and LSOPs.
- Provide exceptional customer service, coordinate with other hotel departments, and promote guest satisfaction and retention.
- Coach employees and provide guidance and feedback to improve service and address guest needs.
- Act as the Front Office Service Champion, foster a positive atmosphere for guest relations, and empower employees to provide excellent customer service.
- Review comment cards, guest satisfaction results, and other data to identify service improvements; respond to guest problems and complaints and provide employee feedback.
- Identify employee development needs, coach and mentor employees, set performance standards, and monitor performance.
- Solicit employee feedback, use an open-door policy, review employee satisfaction results, and address employee concerns fairly and equitably.
- Manage progressive discipline for Front Office staff and administer performance appraisals for direct-report managers.
- Interview and hire managers and hourly team members with appropriate skills in a timely manner.
- Communicate information to supervisors, coworkers, subordinates, executives, and peers by telephone, in writing, email, or in person.
- Analyze information and results to select solutions, and identify operational challenges and develop solutions to prevent recurrence.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
High school or GED
