Director of Front Office-11 Howard Hotel

As the Director of the Front Office/Guest Services, you will deliver exceptional guest experience. You will oversee the Front Office operations, including PBX (telephone) operators, ensuring seamless communication and outstanding service standards. This role requires a proactive leader who can inspire teams, drive guest satisfaction, and elevate the overall experience in a fast-paced and welcoming environment.

Responsibilities

• Lead and manage all aspects of the Front Office, including Front Desk/Concierge and PBX operations.
• Ensure a smooth and efficient check-in/check-out process while maintaining exceptional guest service standards.
• Train, mentor, and develop the Front Office team to embody the hotel’s commitment to personalized service.
• Collaborate with other departments, such as Housekeeping, Engineering, and F&B, to ensure a seamless guest experience.
• Analyze performance metrics and guest feedback to identify areas of improvement and implement innovative solutions.
• Maintain a strong presence in the lobby to foster guest relationships and address concerns promptly.
• Oversee departmental budgets, labor, and operational expenses to achieve financial goals.
• Ensure compliance with safety, security, and brand standards

Qualifications

• Minimum of 3 years of progressive Front Office leadership experience in luxury or lifestyle hotels.
• Exceptional interpersonal and communication skills, with a passion for delivering guest service.
• Strong organizational and problem-solving abilities in a fast-paced environment.
• Expertise in property management systems (e.g., Opera/Opera Cloud, or similar).
• Proven ability to inspire and lead teams.
• Flexible schedule, including availability on weekends, evenings, and holidays.