Director of Front Office

The Director of Front Office is responsible for the overall leadership, management, and performance of all Front Office operations, including Front Desk, Guest Services, Bell Services, Concierge, and PBX/Communications. This position ensures exceptional guest satisfaction, operational efficiency, revenue optimization, and compliance with brand and company standards while fostering a culture of hospitality excellence.

The Director of Front Office works collaboratively with all departments to deliver seamless guest experience throughout the resort while maintaining the highest standards of service, professionalism, and operational effectiveness.

Essential Functions

Leadership & Team Management

· Provide strategic leadership and direction to all Front Office team members and managers.

· Recruit, train, mentor, and develop department leaders and hourly team members.

· Conduct performance evaluations, coaching sessions, and succession planning initiatives.

· Foster a positive work environment focused on engagement, accountability, and service excellence.

· Ensure departmental staffing levels align with business demands and labor productivity goals.

Guest Experience

· Champion exceptional guest service standards and hospitality experiences.

· Personally interact with guests to ensure satisfaction and build guest loyalty.

· Resolve guest concerns promptly and professionally while empowering team members to recover service opportunities.

· Monitor guest satisfaction scores, online reviews, and guest feedback, implementing action plans for continuous improvement.

· Ensure special requests and guest preferences are communicated and executed effectively.

Operations Management

· Oversee daily operations of:

o Front Desk

o Guest Services

o Bell Services

o Concierge

o PBX/Communications

· Ensure compliance with all company, brand, and regulatory standards.

· Maintain efficient arrival and departure processes while minimizing wait times.

· Develop and maintain departmental policies, procedures, and service standards.

· Coordinate closely with Housekeeping, Engineering, Security, Recreation, Spa, and Food & Beverage departments.

· Ensure accurate room inventory management, room assignment procedures, and guest account administration.

· Maintain expert knowledge and utilization of Hilton systems including:

o OnQ Property Management System

o Hilton Honors

o GRO (Guest Relations Optimization)

o Lobby Experience Platform

o R&I (Reservations and Inventory)

o Stay Experience Platform

o LightStay

o Medallia Guest Satisfaction Platform

· Ensure all Front Office team members are properly trained and compliant with Hilton brand standards, service initiatives, and operational requirements.

Financial Management

· Develop and manage annual departmental budgets.

· Monitor labor costs, productivity metrics, and operating expenses.

· Analyze financial reports and implement strategies to improve profitability and efficiency.

· Drive room upgrade and upselling initiatives to maximize revenue opportunities.

· Ensure accurate cash handling, audit compliance, and revenue controls.

Revenue & Performance Management

· Partner with Revenue Management to maximize occupancy and room revenue.

· Monitor room inventory, overbooking strategies, and guest placement procedures.

· Analyze guest service trends and operational metrics to improve performance.

· Track and achieve departmental KPIs including:

o Guest Satisfaction Scores

o Hilton SALT/Medallia Scores

o Hilton Honors Enrollment Goals

o Upsell Revenue

o Service Recovery Metrics

o Labor Productivity

o Employee Engagement Scores

Safety & Compliance

· Ensure compliance with all federal, state, and local regulations.

· Maintain security awareness and emergency response preparedness.

· Lead departmental safety initiatives and training programs.

· Ensure adherence to cash handling, PCI compliance, Hilton brand requirements, and guest privacy standards.