Director of Front Office

HM Alpha Hotels & Resorts•Nashville, TN

10d•Onsite

About The Position

The Director of Front Office ensures exceptional guest service by leading all Front Office operations, including Front Desk, Reservations, Guest Services, Bell Services, Concierge, Telephone Services, and Guest Accounting. This role drives operational excellence, financial performance, and an outstanding guest experience through effective leadership and strategic planning.

Requirements

Minimum 5 years of progressive Front Office experience.
Minimum 2 years of leadership experience in hotel Front Office operations, or an equivalent combination of education and experience.
Strong leadership and team development skills.
Excellent financial and operational management abilities.
Proven commitment to guest satisfaction and service excellence.
Strong communication, problem-solving, and decision-making skills.
Ability to analyze performance and drive operational results.
Successful completion of a background check is required prior to employment.

Nice To Haves

Bachelor's Degree in Hospitality Management, Hotel Administration, Business, or a related field preferred.

Responsibilities

Lead and oversee all Front Office operations, ensuring exceptional guest service and operational excellence.
Hire, train, coach, and develop Front Office leaders and associates while fostering a culture of accountability and service.
Manage departmental staffing, scheduling, payroll, budgets, and labor costs to achieve financial goals.
Partner with Revenue Management to maximize occupancy, ADR, and Front Office revenue opportunities.
Monitor guest satisfaction, resolve escalated guest concerns, and implement service improvement initiatives.
Collaborate with hotel leadership to achieve operational objectives, maintain brand standards, and drive overall hotel performance.
Ensure compliance with company policies, financial controls, safety procedures, and other duties as assigned.
Other duties as assigned.