Director of Front Office

About the RoleProper Hospitality is seeking an experienced and dynamic Director of Front Office to lead all front office operations and elevate the guest experience to exceptional standards. This senior leadership role oversees the Front Desk team, ensuring seamless operations, personalized service, and alignment with brand standards.

The ideal candidate is a strategic leader with a passion for hospitality, strong operational expertise, and a proven ability to inspire teams while delivering outstanding guest satisfaction and financial performance.

Key Responsibilities

Leadership & Team Development

• Lead, mentor, and inspire a high-performing Front Office team

• Foster a positive, service-driven culture focused on excellence and accountability

• Oversee hiring, onboarding, training, and ongoing development of team members

• Conduct performance evaluations and provide coaching to drive continuous improvement

Guest Experience

• Ensure a seamless, personalized guest journey from arrival through departure

• Anticipate guest needs and resolve concerns promptly and professionally

• Partner with Concierge to deliver elevated, memorable experiences, including VIP services

• Drive initiatives that enhance guest satisfaction and loyalty

Operations & Efficiency

• Oversee daily front office operations, including check-in/check-out, reservations, and room assignments

• Optimize staffing levels and workflows to balance service excellence with cost efficiency

• Analyze performance metrics (guest feedback, occupancy, revenue) to identify opportunities for improvement

• Implement best practices to streamline operations and enhance service delivery

Revenue & Inventory Management

• Collaborate with Revenue Management and Sales teams to maximize occupancy and rate strategies

• Oversee room inventory and allocation to optimize revenue

• Drive upselling and cross-selling initiatives across rooms and services

Collaboration & Communication

• Partner with Housekeeping, Engineering, Food & Beverage, and Sales to ensure seamless operations

• Lead regular departmental meetings to align on priorities, events, and guest needs

• Serve as a key liaison between Front Office and senior leadership

Compliance & Systems

• Ensure adherence to brand standards, company policies, and safety regulations

• Oversee proper use of Property Management Systems (PMS) and other technologies

• Partner with IT to maintain system functionality and security

• Conduct audits to ensure operational and financial compliance

Qualifications

• Bachelor’s degree in Hospitality Management, Business Administration, or related field

• 5–7+ years of progressive hotel operations experience

• Minimum 3 years in a Front Office leadership role

• Strong knowledge of front office systems, PMS platforms, and revenue management tools

• Proven experience managing budgets, forecasting, and operational performance

Skills & Competencies

• Exceptional leadership and team development skills

• Strong communication and interpersonal abilities

• Strategic thinker with strong problem-solving skills

• Guest-focused mindset with a commitment to service excellence

• Ability to thrive in a fast-paced, high-pressure environment

Why Join Proper Hospitality?At Proper Hospitality, we believe hospitality is about creating meaningful experiences—for our guests and our people. We are committed to building one of the best places to work in hospitality, where creativity, excellence, and authenticity thrive.

Guided by our core pillars—Care Proper, Achieve Proper, Imagine Proper, and Present Proper—we invest in our team’s growth, wellbeing, and success. Joining Proper means being part of a culture that values individuality, collaboration, and purpose.

Equal Opportunity EmployerProper Hospitality is an equal opportunity employer committed to inclusive hiring practices.