Director of Front Office

Auberge Collection•Dallas, TX

7d•Onsite

About The Position

The Director of Front Office plays a pivotal role in shaping both the guest and team member experience, serving as the first impression and lasting connection to the property. This role is responsible for leading all front office operations, ensuring a seamless and personalized guest journey from pre-arrival through departure and follow-up. By aligning closely with the Hotel Manager and other guest service leaders, the Director of Front Office contributes to operational excellence, guest satisfaction, and overall financial performance.

Requirements

Demonstrated ability to communicate effectively, providing clear, concise, and professional direction required
Strong passion for delivering exceptional guest service and creating memorable experiences required
Proven leadership skills with the ability to motivate, coach, and develop team members required
Strong organizational and problem-solving abilities, with attention to detail required
Ability to work flexible schedules, including evenings, weekends, and holidays based on business demand

Nice To Haves

2-4 years of experience as a Front Office leader within a luxury hotel environment strongly preferred
Proficiency with multiple computer systems and a solid understanding of hotel operations and best practices strongly preferred

Responsibilities

Lead, mentor, and develop front office team members, fostering a culture of excellence and accountability
Oversee all aspects of the guest journey, including pre-arrival planning, check-in, in-house experience, and departure
Develop and implement departmental SOPs and training materials
Ensure consistent delivery of personalized, high-quality service in alignment with luxury standards
Partner with the Hotel Manager, Director of F&B, Director of Housekeeping and other departments to optimize daily operations and guest satisfaction
Utilize communication tools and systems to execute timely, thoughtful, and tailored guest interactions
Monitor guest feedback, online reviews, and internal surveys; implement strategies to improve satisfaction scores
Proactively resolve guest concerns and service recovery situations with professionalism and urgency
Drive departmental performance, focusing on guest experience, team engagement, and financial results
Manage daily front office operations, including arrivals, departures, Notable Guest handling, and special requests
Maintain strong communication with Housekeeping, Engineering, and other departments to ensure room readiness and service standards
Monitor and enforce compliance with brand standards, policies, and procedures
Support recruitment, onboarding, and training of new front office team members
Champion employee engagement initiatives and recognition programs