Director of Front Office
On-siteNew York City, New York, United States or New York, United States
Job Summary
Lead the Front Office department, including Front Desk and Guest Services, by overseeing daily operations to ensure seamless guest arrivals, stays, and departures. Provide overall direction, coach and develop the leadership team, and personally address escalated guest concerns while maintaining high service standards. Manage staffing levels, scheduling, payroll, and labor costs within budget, and monitor room status, VIPs, and group activities. Partner with Housekeeping, Reservations, Revenue Management, and other departments to drive operational performance and profitability. Ensure compliance with policies, brand standards, and emergency protocols while preparing operational and labor reports. Serve as Manager on Duty and collaborate with senior leadership on initiatives to improve guest satisfaction and employee engagement.
Required Qualifications
- Previous Front Office leadership experience in a full-service, lifestyle, upscale, or high-volume hotel environment
- Strong knowledge of hotel Front Office operations and property management systems
- Demonstrated ability to lead, coach, and develop a diverse team
- Strong guest-service and service-recovery skills
- Excellent communication, interpersonal, organizational, and problem-solving abilities
- Ability to make sound operational decisions in a fast-paced environment
- Strong understanding of scheduling, payroll, labor management, and departmental budgeting
- Ability to work collaboratively across hotel departments and with senior leadership
- Proficiency with Microsoft Office and hotel operating systems
- Flexible availability, including evenings, weekends, and holidays, based on business needs
Desired Qualifications
- Prior experience as a Director of Front Office or comparable hotel leadership position
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