Director of Front Office-Full Service Hotel Long Island, NY

Position Overview

We are seeking an experienced and dynamic Director of Front Office to lead all front office operations for a full-service, branded hotel in Long Island, NY. This role is responsible for delivering exceptional guest experiences, driving operational efficiency, and leading a high-performing team in alignment with brand standards and ownership goals.

Key Responsibilities

Operational Leadership

• Oversee all Front Office operations including Front Desk, Guest Services, Bell/Valet, PBX, and Night Audit
• Ensure seamless daily operations with a strong focus on guest satisfaction and service excellence
• Maintain strict adherence to brand standards (Marriott & Hilton or equivalent) and SOPs
• Monitor and manage daily room inventory, overbooking strategies, and walk situations

• Drive guest satisfaction scores (GSS/Medallia/GuestVoice) and online reputation performance
• Handle VIP guests, escalated concerns, and service recovery with professionalism
• Foster a culture of hospitality excellence and personalized guest service

• Collaborate with Revenue Management and Sales to optimize ADR, occupancy, and RevPAR
• Manage departmental budgets, payroll, and labor costs effectively
• Analyze reports (STR, forecasting, front office productivity metrics) to improve performance

• Lead, coach, and develop Front Office team members and managers
• Ensure proper staffing, scheduling, and productivity standards
• Conduct performance evaluations, training, and succession planning
• Maintain a positive work environment aligned with company culture

• Ensure compliance with company policies, brand standards, and local/state labor laws
• Maintain safety, security, and emergency procedures
• Partner with HR on employee relations, training, and policy enforcement

Qualifications

• Bachelor's degree in Hospitality Management or related field preferred
• 5–7+ years of progressive Front Office leadership experience, preferably in a full-service branded hotel
• Strong knowledge of Marriott systems (FOSSE, MARSHA, or Opera PMS preferred)
• Proven ability to drive guest satisfaction and operational excellence
• Strong leadership, communication, and problem-solving skills
• Experience managing in a high-volume, union environment preferred

Compensation & Benefits

• Competitive salary (commensurate with experience)
• Bonus eligibility based on performance
• Comprehensive benefits package including medical, dental, vision, and 401(k)
• Growth opportunities within a dynamic hospitality organization
• Paid Holidays & 401k