Director of Front Office

Triumph Hotels • New York, NY

7d

About The Position

The Director of Front Office is a pivotal leadership role responsible for overseeing the daily operations of The Frederick Hotel’s front office department. The position ensures exceptional guest experiences through effective management of staff, resources, and processes. The ideal candidate has a strong background in hospitality management, excellent customer service skills, and a passion for enhancing guest relations.

The Director of Front Office leads a dedicated team and works to create memorable guest experiences in the hospitality industry.

Requirements

• Proven experience in hospitality management or hotel management, with a focus on front office operations.
• Strong customer service skills and a commitment to providing exceptional guest experiences.
• Proficient use of phone systems and professional phone etiquette.
• Excellent guest relations skills, including the ability to handle challenging situations calmly and effectively.
• Strong organizational skills and attention to detail in managing multiple tasks simultaneously.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

Nice To Haves

• Experience with night audit processes is preferred.
• Bilingual abilities are a plus.

Responsibilities

• Manage and lead the front office team to deliver outstanding guest services and maintain high standards of customer satisfaction.
• Oversee daily operations, including check-in/check-out procedures, reservations, and night audit processes.
• Develop and implement policies and procedures to enhance operational efficiency and guest experience.
• Train, mentor, and manage the performance of front office staff while fostering a positive work environment.
• Handle guest inquiries, complaints, and feedback professionally and urgently, ensuring resolution.
• Communicate effectively with other departments to support seamless service delivery.
• Monitor phone systems to ensure proper etiquette and responsiveness in guest interactions.
• Analyze front office metrics to identify trends and areas for improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed