Director of Front Office

Position: Director of Front Office
Reporting Relationship: General Manager
FLSA Status: Exempt

Position Summary
The Director of Front Office is responsible for the strategic leadership, direction, and operational oversight of all front office functions. This role ensures exceptional guest experiences, operational excellence, financial discipline, and strong team engagement across all guest-facing front office operations.

What You’ll Be Doing

• Provide strategic leadership and day-to-day oversight of Front Office operations, including Front Desk, Guest Services, Bell Services, and Reservations, as applicable.
• Lead, coach, and develop front office leadership and team members to drive accountability, performance, and service excellence.
• Ensure all guest arrival, departure, and service processes are executed efficiently, consistently, and in alignment with brand and management standards.
• Oversee front office systems, procedures, and controls that directly impact the guest experience, ensuring accuracy, compliance, and continuous improvement.
• Manage front office labor planning and departmental budgets, including forecasting, expense control, and productivity management.
• Actively engage with guests to resolve concerns, recover service opportunities, and reinforce a culture of hospitality and responsiveness.
• Collaborate with Sales, Marketing, Housekeeping, and other departments to support group arrivals, VIP stays, site visits, and special requests.
• Ensure reservation policies, rate integrity, and inventory controls are properly implemented and followed.
• Lead and participate in the Manager on Duty program, including weekend coverage, property walks, and real-time issue resolution.
• Participate in executive committee meetings, department head meetings, and safety committee meetings, contributing to overall property strategy and performance.
• Ensure compliance with all franchise standards, management company policies, and standard operating procedures.
• Support emergency response procedures, safety initiatives, and first aid administration as required.
• Perform other duties as assigned to support hotel operations and business needs.

What We Are Looking For

• Proven leadership experience in Front Office operations, with prior experience at the manager or director level in a full-service hotel environment.
• Strong working knowledge of property management systems (PMS), front office systems, and manual front desk procedures.
• Demonstrated ability to lead teams in a fast-paced, high-pressure environment while maintaining professionalism and composure.
• Exceptional guest service, problem-solving, and conflict resolution skills.
• Strong financial acumen, including experience with labor management, budgeting, and expense control.
• Ability to manage multiple priorities, meet deadlines, and adapt to changing operational demands.
• Excellent verbal and written communication skills, with the ability to communicate effectively with guests, team members, and senior leaders.
• High level of integrity with the ability to maintain confidentiality of guest and employee information.
• Flexible availability, including evenings, weekends, and holidays, based on business needs.
• Physical ability to stand, walk, bend, lift up to 50 pounds, push/pull carts, and perform emergency response duties as required.
• Valid driver’s license with an acceptable motor vehicle record, if operating guest vehicles is required.

What You Get:

• The chance to grow your career with Hilton, one of the most recognized brands in hospitality.
• A supportive, team-focused environment where your contributions matter.
• Hands-on leadership experience in a large, full-service property.
• Opportunities for professional development and advancement within Hilton and Remington Hotels.

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Food provided
• Free parking
• Health insurance
• Life insurance
• Paid jury duty
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

If you’re ready to bring your skills, leadership, and passion for service to a bigger stage, we’d love to connect with you.

Job Type: Full-time

Pay: $85,000 - $95,000 per year

Pay: $85,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Experience:

• Hotel management: 2 years (Required)

Work Location: In person