Director of Front Office

StepStone Hospitality•Charlotte, NC

1d•Onsite

About The Position

Le Meridien Sheraton Charlotte Hotel is seeking an experienced and strategic Director of Front Office to join our leadership team. Managed by StepStone Hospitality, this role is vital in overseeing, directing, and administering all Front Office operations. We are looking for a seasoned hospitality professional with a strong background in hotel operations. This position requires a leader who can drive guest satisfaction, manage a team effectively, and contribute to the overall success of the hotel. The Director of Front Office will work closely with the Rooms management team to develop and execute operational strategies aligned with the brand's business objectives.

Requirements

At least 5-10 years of related experience in a hotel front office.
Comprehensive knowledge of all hotel departments and functions.
Comprehensive knowledge of applicable Federal, state, and local health, safety, and legal regulations.
Exceptional mathematical and computer skills.
College education and relevant training and experience required.
Ability to timely obtain any required licenses or certificates.

Nice To Haves

Hospitality Hotel or hospitality industry experience strongly preferred.
Additional education preferred.
CPR training and first aid training preferred.
Additional language ability preferred.
Occasional travel required.
Hotel booking software, Marriott pref.

Responsibilities

Oversee the daily operations of the front office department.
Ensure exceptional guest service is consistently delivered.
Manage front office staff, including hiring, training, and scheduling.
Implement and monitor policies and procedures to maintain efficiency.
Coordinate with other departments to facilitate smooth operations.
Handle guest complaints and resolve issues promptly and professionally.
Maintain occupancy and room rates to optimize revenue.
Prepare and manage the department budget.
Conduct regular staff meetings and performance evaluations.
Ensure compliance with health and safety regulations.
Monitor key performance metrics and develop improvement strategies.
Oversee inventory management for front office supplies.
Develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.
Analyze service issues and identify trends.
Make and execute necessary decisions to keep property moving forward toward achievement of goals.
Review reports and financial statements to determine Rooms operations performance against budget.
Coach and support operations team to effectively manage occupancy & rate, wages and controllable expenses.
Champion the brand’s service vision for product and service delivery and ensure alignment amongst the Rooms leadership teams.
Participate in the Executive committee including sharing and communicating knowledge and by attending weekly or monthly meetings.