Director Of Front Office

Job Summary:

The Front Office Director is responsible for overseeing all front office operations to ensure the highest standards of guest service and hospitality are maintained. This role manages the front desk, concierge, reservations, bell services, and night audit teams. The ideal candidate is a results-driven leader with excellent communication and problem-solving skills.

Key Responsibilities:

• Lead and manage front office operations to ensure efficient and professional service.
• Supervise and support front office staff, including hiring, training, scheduling, and performance management.
• Maintain strong working relationships with all departments, especially Housekeeping, Sales, and Maintenance, to ensure seamless guest experiences.
• Develop and implement front office policies, procedures, and service standards.
• Resolve guest complaints and issues promptly and effectively.
• Oversee and manage room inventory, availability, and rate optimization in collaboration with Revenue Management.
• Ensure compliance with safety, hygiene, and legal standards.
• Prepare departmental budgets, forecasts, and reports; control operational costs.
• Ensure proper use of property management systems (PMS) and other front office technology.
• Promote upselling and cross-selling opportunities to increase revenue.

Qualifications:

• Bachelor’s degree in Hospitality Management, Business Administration, or related field preferred.
• 5+ years of experience in front office or guest services roles, with at least 2 years in a leadership position.
• Strong leadership, organizational, and interpersonal skills.
• Excellent verbal and written communication abilities.
• Proficiency in hotel management software (e.g., Opera, PMS systems).
• Ability to work flexible hours, including weekends and holidays.

Key Competencies:

• Customer-centric mindset
• Leadership and team development
• Conflict resolution and decision-making
• Attention to detail and organizational skills
• Financial and operational acumen

Job Type: Full-time