Director of Front Office

AccorHotel•Miami Beach, FL

About The Position

The Director of Front Office oversees the daily operations of the Front Office, Bell Stand, and Concierge Departments under the general guidance of the Director of Rooms. The role is responsible for delivering seamless guest experiences, upholding Delano brand standards, and leading a team focused on exceptional hospitality. The position also includes providing lateral service and performing related tasks as needed to support guest service.

Requirements

High school diploma or equivalent education.
At least 5 years in a leadership role, preferably at an upscale or luxury lifestyle brand hotel.
Strong knowledge of hotel operations, including Front Desk, Concierge, Bell, and Guest Services.
Solid knowledge of front desk protocol and experience working with high-profile guests.
Strong verbal and written communication skills in English.
Ability to stand or walk for a minimum eight-hour shift.
Ability to remain observant and respond quickly to situations while multitasking and handling stressful situations.
Ability to twist, tow (push or pull), reach, bend, climb, and carry objects as necessary.
Ability to push 20 pounds or more consistently.
Working knowledge of federal, state, and local laws governing equal employment opportunity and civil rights, occupational safety and health, wage and hour issues, and labor relations.
Maintain a neat, clean, and well-groomed appearance and follow department uniform guidelines.

Nice To Haves

Bachelor’s degree.
Strong knowledge of property management systems such as Opera and SynXis.
Additional language ability.

Responsibilities

Lead and manage front office departments to ensure outstanding guest service and smooth day-to-day operations.
Maintain high levels of guest service and consistency with Delano Brand Standards.
Oversee scheduling, training, and performance management of front office staff.
Collaborate with other departments to coordinate guest services and resolve problems efficiently.
Analyze front office metrics and support revenue management strategies.
Monitor guest feedback and implement service improvement strategies.
Ensure compliance with health, safety, and hotel policies and procedures.
Promote team member engagement and development through regular training and coaching.
Mentor, coach, and guide staff in working successfully as a team.
Ensure all necessary reports and forms are completed daily.
Perform other reasonable duties assigned by a supervisor or manager, including related tasks needed to provide exceptional guest service.