Director of Front Office - Franchise

Director of Front Office - Franchise

Job Requirements

The Director of Front Office is responsible for leading all front-facing guest service operations to deliver an exceptional and seamless guest experience. This role provides strategic and operational oversight of the Front Office and collaborates closely with Housekeeping, Reservations, and other Rooms Division partners to ensure alignment, efficiency, and service excellence.

What You’ll Be Doing

• Provide leadership, direction, and support to Front Office operations, ensuring service standards are consistently met or exceeded.
• Oversee daily front desk operations including guest check-in, check-out, concierge services, and guest relations.
• Partner with Housekeeping, Reservations, and Sales to ensure smooth coordination of room inventory, arrivals, departures, and special requests.
• Monitor and optimize guest service systems and processes to enhance the overall guest experience.
• Resolve guest concerns promptly and professionally, ensuring effective service recovery and guest satisfaction.
• Ensure compliance with brand standards, company policies, and standard operating procedures.
• Lead and develop department leaders and team members through coaching, training, and performance management.
• Manage departmental budgets, labor costs, and forecasting to achieve financial goals.
• Participate in Manager on Duty (MOD) program, including weekends and holidays, providing property-wide leadership and support.
• Collaborate with Sales and Marketing on site visits, group arrivals, and special initiatives impacting front office operations.
• Maintain strong communication across departments to ensure operational alignment and service delivery.
• Participate in executive meetings, staff meetings, and safety initiatives.
• Ensure adherence to safety, security, and emergency procedures, including directing response efforts when needed.

Work Experience

What We Are Looking For

• Proven leadership experience in Front Office or Rooms Division operations within a hotel environment.
• Strong knowledge of property management systems (PMS) and front office procedures.
• Demonstrated ability to lead in a fast-paced, high-pressure environment while maintaining service excellence.
• Exceptional guest service, problem-solving, and conflict resolution skills.
• Strong financial acumen with experience managing budgets and labor costs.
• Excellent communication skills, both written and verbal.
• Ability to build strong relationships with team members and cross-functional partners.
• High level of professionalism, integrity, and discretion in handling confidential information.
• Flexible schedule, including nights, weekends, and holidays based on business needs.
• Ability to manage multiple priorities, meet deadlines, and adapt to changing operational demands.

Physical Requirements

• Ability to stand, walk, and remain active for extended periods of time.
• Ability to lift, push, and pull up to 50 pounds as needed.
• Ability to bend, stoop, and perform repetitive motions.
• Ability to respond to emergencies and support safety procedures, including administering first aid if required.

This job description is not intended to be an exhaustive list of all responsibilities. Duties and responsibilities may change based on business needs.

Benefits

Salary Range: $80,000 to $95,000 per year

What You’ll Get

• A positive company culture with tons of benefits and quarterly managers’ outings!
• Generous Bonus Program
• All expenses paid incentives trip for top sellers
• Tuition Reimbursement
• Skills4Life program that offers flexible, bit-sized learning to boost confidence and career advancement at no cost to you!
• PAID parental leave
• Paid Basic Life and AD&D
• Relief Fund dedicated to supporting workers going through a tough time
• CARE Committees
• Robust mental health & wellness management options
• Perk spot and Hotel perks
• Referral bonus program for referring to any of our other hotels
• Professional development so you can invest in yourself and promote from within!
• Tons of opportunities to grown within the company in any direction

Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.