Director of Front Office - Embassy Suites Brookfield, WI.

Hotel Equities Group, LLC•Brookfield, WI

About The Position

The Director of Front Office oversees day-to-day guest services and front office operations at Embassy Suites Brookfield, ensuring an exceptional guest experience and efficient, professional operations in accordance with hotel and brand standards. The role provides leadership and support to Guest Services and Front Office associates, resolves guest concerns, maintains service standards, and helps the hotel achieve its operational and business goals. The position works with other hotel departments to address guest needs, maintains accurate guest and room records, supports front office administrative and cash-handling activities, and helps manage staffing and service coverage. It also includes training and coaching associates, monitoring guest-facing areas, and ensuring compliance with hotel policies, safety procedures, brand standards, and applicable regulations. The role requires regular movement throughout the hotel, extended periods of standing and walking, occasional lifting of up to 25 pounds, and use of hotel technology throughout the workday. Flexible hours, including evenings, weekends, and holidays, may be needed.

Requirements

Previous hotel, guest services, front office, or hospitality experience.
Strong guest-service and communication skills.
Ability to resolve guest concerns and service issues professionally.
Strong organizational, problem-solving, and time-management skills.
Ability to lead, coach, and motivate associates in a fast-paced environment.
Ability to work independently and as part of a team.
Professional appearance and demeanor.
Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
Ability to stand and walk for extended periods and frequently sit, stand, bend, reach, and move throughout the hotel.
Ability to occasionally lift, carry, and maneuver supplies and equipment, including lifting up to 25 pounds.
Ability to work in a fast-paced environment and remain professional while handling multiple priorities.
Ability to use computers, phones, handheld devices, and other hotel technology throughout the workday.

Nice To Haves

Previous supervisory or leadership experience.
Experience with Property Management Systems (PMS).
Experience with Point-of-Sale (POS) systems.
Experience with guest messaging and communication platforms.
Experience with online travel agency (OTA) and reservation systems.
Experience with Microsoft Office Suite.
Experience with mobile or handheld hotel communication tools.

Responsibilities

Provide leadership, direction, and support to Guest Services and Front Office associates.
Oversee daily guest services operations, including check-in, check-out, reservations, room assignments, and guest requests.
Ensure guests receive a warm, professional, and welcoming experience throughout their stay.
Monitor guest satisfaction and respond to questions, concerns, and service recovery opportunities.
Resolve guest issues and complaints with appropriate judgment, urgency, and follow-through.
Assist with training, coaching, and development of Guest Services associates.
Monitor front desk operations, lobby presentation, and guest service areas for cleanliness, organization, and adherence to brand standards.
Coordinate with Housekeeping, Maintenance, Food & Beverage, and other hotel departments to address guest needs efficiently.
Review and maintain accurate guest information, room status, billing, and payment details in accordance with hotel procedures.
Assist with daily operational reports, cash handling, deposits, and other front office administrative responsibilities.
Support the management team in achieving guest satisfaction, revenue, service, and operational goals.
Monitor staffing levels and assist with scheduling to ensure appropriate coverage based on business needs.
Promote hotel amenities, services, and programs and identify opportunities to enhance the guest experience.
Ensure compliance with hotel policies, brand standards, safety procedures, and applicable regulations.
Communicate important guest, operational, and maintenance information to appropriate hotel leadership and departments.
Perform other duties as assigned.