Director of Front Office

Our guests’ memorable experiences have to start somewhere. So why not be with you? We’re looking for a new Director of Front Office to take ownership of delivering exceptional first impressions – managing everything from registration and reservations to porter and Guest services. Ideal candidates should have Front Desk management experience and work alongside the operations team and manage Guest Services areas. We are looking for someone who has leadership skills to take us to the next level of customer service and guest satisfaction. 

• Lead and manage all Front office associates including but not limited to: Guest Services, front desk agents and Night Audit team. 

• Creating weekly schedules for all staff in a timely manner. 

• Work in collaboration with the Operations team and General Manager. 

• Respond to guests' concerns or guest reviews in a timely manner.  

• Responsible for keeping up the Guest Satisfaction scores. 

• Implementing and following IHG Brand Standards. 

• Ensuring proper execution of VIP requirements including room requests, amenities, etc. 

• Follow and direct all safety and security procedures. 

• Provide coverage as the acting Manager on Duty as necessary.  

• Ability to work independently. 

• Excellent written, verbal, analytical, and communication skills are a must. 

• Must also be willing to train and mentor all associates in company culture and customer service skills. 

• Create the perfect working environment for your team to thrive and drive collaboration between departments. 

• Providing guests with all the information they need to enjoy a truly memorable experience. 

• Overseeing night audit function, preparing daily financial reports, and delivering accurate forecasts. 

• Ability to maintain the department's budget. Work alongside the finance team to understand what is needed or required to keep within the budget. 

• Conducting routine inspections of the front office and public areas – taking immediate action to correct any deficiencies. 

• Performing Front Desk duties as needed for overage. 

• Create room blocks and reservations when needed. 

• Work with the HR Department on Recruitment efforts. 

• Understanding all front office standards and procedures.  

• Maintain confidentiality when handling guest and/or associate information. 

• Communicating with other operation teams by using KYC for any guest requests or concerns. 

• Take initiative on ways to ensure the team is effective and efficient.  

• Other duties as assigned by the General Manager.