Director Of Front Office

Performance Hospitality • Fort Lauderdale, FL

5d • $75,000 - $85,000

About The Position

The Director of Front Office leads all guest-facing Rooms operations—Front Desk, Guest Services/Reservations, PBX, and Night Audit. You’ll set service standards, build a high-performing team, own queue/arrival performance and billing accuracy, and partner across departments to deliver a seamless arrival-to-departure experience that drives reputation and revenue.

Requirements

• 5–7+ years progressive Front Office/Rooms leadership, including 2+ years managing multi-function FO teams (Front Desk, PBX, Bell/Valet, Concierge, Night Audit).
• Proven results in guest satisfaction, brand QA, upsell/revenue capture, and labor/cost control.
• Expert with PMS (e.g., Opera/Cloud PMS), and Microsoft 365/Google Workspace; smartsheets; assa abloy, zingle
• Strong coaching, communication, and conflict-resolution skills; calm, decisive presence during high volume and escalations.
• Working knowledge of PCI, ADA, cash controls, chargebacks, and basic revenue/inventory concepts.
• Frequent standing/walking and lobby presence; regular computer/phone use.
• Lift/push/pull up to 25–30 lbs occasionally (luggage, packages).
• Flexible schedule including nights/weekends/holidays as business requires.

Nice To Haves

• Bachelor’s degree in Hospitality/Business preferred; bilingual a plus.

Responsibilities

• Champion a warm, efficient welcome and farewell; be floor-present during peaks.
• Achieve/exceed guest satisfaction, online reputation, and brand QA/mystery shop targets.
• Oversee VIP/loyalty recognition, amenity programs, and service recovery protocols.
• Hire, train, schedule, and develop front office leaders and associates; run huddles, 1:1s, and performance reviews.
• Build a culture of accountability, recognition, and continuous improvement; manage labor to forecast.
• Own daily house coordination with Housekeeping/Engineering to minimize OOO/OOI and meet early-arrival/VIP priorities.
• Supervise Night Audit close; ensure balanced ledgers, accurate reports, and clean handoffs.
• Safeguard rate integrity, authorizations, deposits/refunds, direct-bill, and chargeback responses.
• Drive upsell and attachment programs (room type, parking, packages, F&B); monitor conversion and check-in retailing.
• Enforce PCI, privacy, key control, cash handling, and lost & found policies.
• Serve as business owner for PMS, payment terminals, mobile/keyless entry, messaging/call routing, and queue tools.
• Ensure data integrity (profiles, market/source codes) and accurate, on-time reports/KPIs.
• Set standards for call handling, dispatch, luggage/transportation flow, curbside experience, and vendor SLAs (if outsourced).
• Balancing the house, assigning rooms, guest calls & tickets
• Track and publish KPIs: queue/wait times, check-in/out metrics, upsell revenue, guest recovery trends, audit exceptions, labor productivity, loyalty enrollments.
• Present weekly ops readouts with actions and follow-through.
• Partner with Security on incident response; uphold ADA, OSHA, and brand standards; ensure lobby readiness and cleanliness.
• Lead SOP updates, system rollouts (e.g., mobile check-in), and lobby enhancements; support openings/renovations and cross-functional initiatives.

Benefits

• Competitive Salary: A comprehensive and competitive compensation package.
• Performance Bonuses: Based on company and individual performance.
• Health Benefits: Full medical, dental, and vision coverage.
• Retirement Savings: 401(k) plan with company match to help secure your financial future.
• Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
• Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
• Employee Discounts: Discounts on hotel stays and services across PHM properties.
• Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager