Director of Front Office

The Lowline Hotel•Charleston, SC

4d•Onsite

About The Position

Join our dynamic team at Hyatt House Charleston & Lowline Hotel, managed by Avion Hospitality, where hospitality meets innovation and fun! We are seeking a passionate and experienced Director of Front Office to lead our front desk operations across both properties. If you thrive in a lively environment, enjoy creating memorable guest experiences, and excel at leading teams, this is the perfect opportunity for you to make a difference and grow your career.

Requirements

5-6 year’s experience within Front Office Leadership positions
Proven experience in front office management within the hospitality industry, preferably in a multi-property environment
Strong leadership and team-building skills
Excellent communication and interpersonal abilities
Ability to handle guest concerns with tact and professionalism
Exceptional organizational and problem-solving skills
Knowledge of property management systems and reservation software
Flexibility to work various shifts, including evenings, weekends, and holidays
A positive, energetic attitude with a passion for delivering outstanding guest experiences

Responsibilities

Oversee and manage the daily operations of the Front Office departments at both Hyatt House Charleston and Lowline Hotel
Lead, motivate, and develop front desk staff to deliver exceptional guest service
Ensure smooth check-in and check-out processes, maintaining high standards of guest satisfaction
Monitor and improve front office procedures, policies, and guest service standards
Collaborate with other departments to ensure seamless operations and guest experiences
Handle guest inquiries, complaints, and special requests with professionalism and a positive attitude
Manage staffing schedules, training, and performance evaluations for front office team members
Maintain accurate financial and administrative records related to front office activities
Analyze operational reports to identify trends, opportunities for improvement, and implement corrective actions
Manage guest feedback and reviews, turning insights into actionable improvements
Ability to work Mornings, Evenings and Overnights when needed to train and spend time with the Front Office team
Manage ordering process for Front Office items such as waters, markets, supplies, guest amenities, etc.
Uphold brand standards and ensure compliance with hotel policies and safety regulations
Perform all other duties as assigned by a member of the senior leadership team