Director of Front Office

Transwestern•Houston, TX

6d•Onsite

About The Position

The Director of Front Office position is a service-driven and hands-on role, leading our Front Desk team and positively shaping the guest experience. Reporting to the Director of Operations, this role is pivotal in driving operational excellence aligned with Forbes and Leading Quality Assurance (LQA) standards. The ideal candidate brings luxury hotel experience, strong service scores, and proven leadership in dynamic, lean environments. Key strengths include guest engagement, front-of-house collaboration, and team development. While not directly managing Valet or Bell Attendants, the Director will work closely with the Valet Manager and front-of-house teams to ensure seamless arrivals and departures. This role is perfect for a leader passionate about delivering exceptional service, optimizing processes, and mentoring a high-performing team.

Requirements

High school diploma or equivalent required. Degree in Hospitality, Business Administration, or related field preferred.
Minimum of 3–5+ years of Front Office leadership experience in luxury hospitality
Precord of delivering high guest satisfaction scores in a luxury hospitality setting.
Leading and motivating high-performing teams.
Deep understanding and practical experience with Forbes and Leading Quality Assurance (LQA) service standards.
Proficient in hotel property management systems (PMS) and guest experience platforms.
Strong knowledge of Microsoft Office Suite and general administrative systems.
Excellent communication, problem-solving, and conflict resolution skills.
Leadership presence with a guest-centric, solution-oriented mindset.
Ability to manage multiple tasks and lead in a fast-paced environment.
Flexible and adaptable, with the ability to manage shifting priorities.
Ability to stand, walk, and move throughout the property for extended periods.
Visible presence on the floor daily.
Hotel Granduca Houston operates 24 hours a day, 7 days a week, scheduling may vary based on operational needs, including shifts, starting times, and total hours worked per week.

Responsibilities

Lead, inspire, and develop the Front Office team to deliver consistently outstanding service and operational excellence.
Collaborate closely with the Valet and Bell teams to ensure a seamless front-of-house experience.
Drive and uphold Forbes and Leading Quality Assurance (LQA) service standards, ensuring consistent execution and guest satisfaction.
Play an active, visible role at the front desk, leading by example in delivering a luxury guest experience.
Partner with the Director of Operations to support strategic initiatives.
Create and implement effective procedures, checklists, and performance standards to ensure service quality, efficiency, accountability and department profitability.
Foster a strong, positive team culture through coaching, mentorship, and recognition of excellence.
Analyze guest feedback and service metrics to drive continuous improvement.
Support the onboarding and training of new team members to align with luxury expectations and evolving brand values.
Work cross-functionally with Housekeeping, Engineering, Food & Beverage, and Sales to ensure flawless guest journeys and operational coordination.
Other duties as assigned