Director of Front Office

HEI Hotels & Resorts•San Diego, CA

1d•$85,000 - $90,000•Onsite

About The Position

At Marriott La Jolla, we are building a culture centered on exceptional guest experiences, operational excellence, accountability, and leadership development. We are looking for a highly engaged hospitality leader who thrives in a fast paced environment and enjoys developing teams, solving operational challenges, and creating memorable guest experiences. This is not a behind-the-desk leadership role. The successful candidate will be visible throughout the operation, actively support their team, and help drive the cultural transformation currently underway at the property. If you enjoy leading from the front, coaching future leaders, improving guest satisfaction, and creating a culture of ownership and service excellence, we would love to meet you.

Requirements

High school diploma or equivalent.
Minimum three years of Front Office management experience.
Minimum two years of department head experience.
Strong leadership, communication, and problem solving skills.
Ability to work in a fast paced hospitality environment.
Strong guest service and service recovery skills.

Nice To Haves

Bachelor's degree.
Full service hotel experience.
Marriott experience.
Experience improving guest satisfaction metrics and operational performance.
Experience leading large operational teams.
Experience coaching and developing leaders.
Experience leading teams in a unionized hotel environment preferred.
Working knowledge of collective bargaining agreements, labor relations, and progressive discipline practices preferred.

Responsibilities

Lead all Front Office and Guest Services operations while ensuring exceptional guest experiences, strong financial performance, and alignment with Marriott brand standards.
Lead daily Front Office and Guest Services operations.
Create a guest focused culture that delivers warm, personalized service.
Drive Guest Satisfaction Scores (GSS), loyalty metrics, and online reputation performance.
Coach, develop, and hold leaders and associates accountable.
Partner with Housekeeping, Engineering, Food & Beverage, Sales, and Finance to ensure seamless hotel operations.
Manage labor, scheduling, payroll, productivity, and departmental expenses.
Lead service recovery efforts and resolve guest concerns professionally and effectively.
Support VIP arrivals, group business, and special events.
Prepare the department for quality assurance inspections, audits, and brand evaluations.
Build a culture of teamwork, urgency, professionalism, and continuous improvement.
Recruit, interview, hire, train, supervise, evaluate, and develop Front Office team members.
Conduct regular coaching and performance conversations.
Administer progressive discipline and performance management when necessary.
Create development opportunities and succession plans for future leaders.
Foster a culture of accountability, engagement, and continuous improvement.
Ensure exceptional guest service throughout all stages of the guest journey.
Personally assist with VIP arrivals, service recovery, and guest escalations.
Review guest surveys, online reviews, and feedback trends and implement action plans as needed.
Ensure team members consistently deliver Marriott service standards.
Promote personalized service and guest recognition initiatives.
Oversee all Front Office and Guest Services functions.
Maintain strong communication with Housekeeping, Engineering, Sales, Revenue Management, and Food & Beverage.
Monitor room inventory, arrivals, departures, and guest requests.
Support group business and special event execution.
Ensure operational standards and procedures are consistently followed.
Manage payroll, labor productivity, scheduling, and departmental expenses.
Monitor staffing levels based on business demands.
Support budgeting and forecasting efforts.
Review operational reports and identify opportunities for improvement.
Ensure compliance with company policies and financial controls.
Ensure compliance with Marriott brand standards and company expectations.
Prepare the department for audits, inspections, and quality assurance evaluations.
Maintain compliance with all applicable laws, regulations, and company policies.
Participate in leadership meetings, training programs, and company initiatives.