Director of Guest Service

Position Summary

The Director of Front Office is responsible for the strategic leadership, administration, and daily operations of the Front Office Department. This hands-on leader oversees all front office functions, including Front Office, Guest Services, Concierge, Bell, Valet, PBX, and Night Audit, ensuring exceptional guest experiences from arrival through departure. The Director of Front Office manages staffing, budgeting, scheduling, training, quality assurance, revenue optimization, and compliance while partnering with hotel departments to maximize guest satisfaction, operational efficiency, and financial performance while fostering a culture of heartfelt hospitality.

Essential Duties & Responsibilities

Department Leadership

• Provide strategic leadership and direction for all Front Office operations.
• Recruit, interview, hire, train, coach, mentor, and develop Front Office Managers, Assistant Front Office Managers, Front Desk Supervisors, Guest Service Agents, Night Auditors, Concierge, Bell Services, Valet, and PBX personnel.
• Establish departmental goals, performance expectations, and service standards.
• Foster a positive, inclusive, and guest-focused culture aligned with the hotel's HEART values.
• Conduct performance evaluations, coaching sessions, and corrective action when necessary.
• Develop succession plans and career development opportunities.
• Lead departmental meetings and communicate operational priorities.
• Serve as Manager on Duty (MOD) as assigned.

Front Office Operations

• Direct all Front Office operations to ensure seamless guest arrivals, departures, and overall guest satisfaction.
• Oversee guest registration, reservations coordination, room assignments, cashiering, billing, and guest communications.
• Ensure efficient room inventory management in partnership with Housekeeping.
• Monitor daily arrivals, departures, VIP guests, groups, early arrivals, late departures, and special requests.
• Resolve escalated guest concerns using effective service recovery techniques.
• Ensure compliance with cash handling, credit card security, PCI standards, and financial controls.
• Maintain lobby presentation and guest-facing service standards.

Revenue Management & Financial Performance

• Partner with Revenue Management and Sales to maximize occupancy, ADR, and RevPAR.
• Monitor room inventory, oversell strategies, room upgrades, and walk procedures.
• Develop and manage the Front Office operating budget.
• Monitor departmental labor costs and productivity.
• Analyze financial reports and operational metrics to improve performance.
• Identify opportunities to increase ancillary revenue through upselling and guest services.

Guest Experience & Quality Assurance

• Champion exceptional guest service throughout the Front Office.
• Monitor guest satisfaction scores and online reviews.
• Implement action plans to improve guest satisfaction and operational performance.
• Ensure compliance with hotel brand standards and quality assurance programs.
• Personally interact with guests to anticipate needs and build lasting relationships.
• Support VIP, corporate, and group guests throughout their stay.

Administrative Responsibilities

• Prepare operational reports, forecasts, staffing plans, and departmental analyses.
• Review payroll, scheduling, attendance, overtime, and labor reports.
• Develop and maintain Front Office Standard Operating Procedures (SOPs).
• Participate in Executive Committee and department head meetings.
• Support pre-opening planning, systems implementation, recruitment, training, and operational readiness.
• Perform other duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 6 to 8 years of progressive Front Office experience in a full-service hotel, resort, or hospitality environment.
• Minimum of 3 to 5 years of Front Office management experience, including department leadership.
• Strong knowledge of Front Office operations, guest services, revenue optimization, and hotel financial controls.
• Experience with hotel property management systems (PMS), central reservation systems (CRS), and Microsoft Office.
• Strong leadership, communication, organizational, and problem-solving skills.

Preferred Qualifications

• Previous pre-opening hotel experience.
• Experience with Forbes, AAA Four Diamond, or similar luxury service standards.
• Knowledge of revenue management principles and guest loyalty programs.
• Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred; an equivalent combination of education and progressive hotel leadership experience will be considered.

Physical Requirements

• Stand and walk for extended periods.
• Frequently move throughout the hotel.
• Occasionally lift and carry up to 25 pounds.
• Use computers, telephones, and other office equipment for extended periods.
• Respond promptly to operational and emergency situations.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Work Environment

This position operates in a fast-paced, 24-hour hotel environment requiring professionalism, flexibility, adaptability, and strategic leadership. The Director of Front Office must effectively balance administrative responsibilities with active oversight of daily operations while maintaining exceptional guest service, operational efficiency, and departmental performance. Availability to work a flexible schedule based on business needs, including days, evenings, weekends, holidays, and special events, is required.