Job Description

Position Summary

The Director of Front Office is responsible for overseeing all Front Office operations, ensuring exceptional guest service, efficient departmental performance, and adherence to brand standards. This leadership role manages the Front Desk, Guest Services, Concierge, Bell/Door teams, and Reservations (if applicable), with a focus on maximizing guest satisfaction, operational efficiency, and revenue opportunities. The Director of Front Office serves as a key ambassador of the hotel, maintaining a strong presence in the lobby and throughout guest-facing areas.

Key Responsibilities

Operational Leadership

• Direct and oversee all Front Office functions, including Front Desk, Guest Services, Concierge, Bell/Door, and Night Audit.
• Ensure daily operations run smoothly and consistently with brand and service standards.
• Develop and implement departmental policies, procedures, and service initiatives.
• Maintain strong lobby presence to support guest engagement and issue resolution.

Guest Experience

• Ensure a warm, welcoming, and seamless arrival and departure experience for all guests.
• Resolve guest concerns promptly, professionally, and effectively.
• Oversee VIP/elite guest experience programs, ensuring personalized service.
• Monitor guest feedback (surveys, reviews, and direct comments) and develop action plans for continuous improvement.

Financial & Revenue Responsibilities

• Manage departmental budgets, payroll, and operational expenses.
• Optimize room revenue through effective oversight of upselling, occupancy strategies, and rate management in coordination with Revenue Management.
• Review daily performance reports, forecasting, and labor productivity metrics.

Team Management & Development

• Recruit, train, mentor, and develop Front Office leadership and line-level staff.
• Conduct performance reviews, coaching sessions, and maintain positive employee relations.
• Ensure adequate staffing levels and prepare departmental schedules.

Safety, Systems, & Compliance

• Ensure compliance with hotel policies, local regulations, and industry standards.
• Oversee the accuracy of guest information, billing, and credit procedures.
• Work closely with Security, Housekeeping, Engineering, and Sales to support smooth operations.
• Maintain familiarity with property-management systems (PMS), point-of-sale systems, and communication tools.

Collaboration & Communication

• Partner with other department heads to support hotel-wide objectives and guest service goals.
• Participate in daily operational meetings and leadership briefings.
• Communicate changes, updates, and expectations clearly to departmental teams.

Qualifications

• Minimum 3–5 years of Front Office leadership experience in a full-service hotel; Miami or resort market experience preferred.
• Strong knowledge of PMS systems (e.g., Opera, Amadeus, or similar).
• Proven ability to lead teams in a fast-paced, guest-centric environment.
• Excellent communication, organizational, and problem-solving skills.
• Ability to work flexible schedules, including nights, weekends, and holidays as needed.
• Hospitality degree or equivalent experience preferred.

Physical Requirements

• Ability to stand, walk, and be physically present in front-of-house areas for extended periods.
• Ability to lift up to 25 lbs occasionally.

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