Director of Front Office

Horseshoe Bay Resort • Millburn, NJ

6d • $80,000 - $90,000

About The Position

Crescent Hotels & Resorts is seeking a Director of Front Office to lead the Front Office team at the Hilton Short Hills, located across the street from The Mall at Short Hills. The hotel features locally sourced food, an outdoor terrace and lounge, tennis courts, and an indoor/outdoor pool. The role leads front desk and guest services operations, including valet, bellpersons, drivers, PBX, and guest service agents, with a focus on delivering professional, warm, and efficient guest service. Responsibilities include department scheduling and payroll, check-in and check-out operations, reservations, guest relations, night audit oversight, emergency procedures, interdepartmental coordination, and operational recordkeeping. The position requires at least five years of hospitality management or hotel/resort front office leadership experience and the ability to work flexible hours, including nights, weekends, and holidays as needed.

Requirements

• At least 5 years of proven experience in hospitality management or front office leadership in a hotel or resort environment.
• Strong knowledge of property management systems; PEP is preferred.
• Excellent customer service skills and a focus on guest relations and hospitality standards.
• Familiarity with hotel emergency procedures, night audit processes, and front desk operations.
• Exceptional phone etiquette and communication skills for interacting with clients by phone and in person.
• Ability to lead a team confidently while managing multiple priorities in a fast-paced setting.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

Nice To Haves

• Experience with PEP property management systems.

Responsibilities

• Lead and motivate the front desk and guest services team, including valet, bellpersons, drivers, PBX, and guest service agents, to deliver exceptional service.
• Handle front desk department scheduling and payroll.
• Oversee check-in and check-out procedures, ensuring accuracy and compliance with hotel policies using the property management system.
• Manage reservations using hospitality reservation systems to optimize occupancy and revenue while maintaining guest satisfaction.
• Respond promptly to guest inquiries, complaints, and special requests.
• Supervise night audit operations, ensuring financial accuracy and compliance with hotel procedures.
• Implement and uphold hotel emergency procedures to protect the safety and security of guests and staff.
• Coordinate with other departments about guest needs, special events, and operational updates.
• Maintain detailed records of guest interactions, reservations, billing issues, and incident reports.

Benefits

• Highly competitive wages.
• Health benefits plan for eligible associates and their family members.
• 401(k) matching program for eligible associates.
• Discounts at Crescent-managed properties in North America for associates and their family members.
• Hotel room discounts at Hilton-branded properties worldwide.
• Free meals in the staff cafeteria.
• Opportunity for growth.

What This Job Offers

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