Director of Front Office

Essential Job Duties and Responsibilities

• Leadership & Departmental Management:

• Lead, mentor, and develop the Front Office team, including the Front Desk, Concierge, and Guest Services staff, to ensure exceptional performance and high standards of guest service.

• Create and foster a positive, team-oriented environment where employees are motivated to excel and provide excellent service to all guests.

• Oversee the daily operations of the Front Office, ensuring smooth check-in/check-out processes, prompt resolution of guest requests, and seamless coordination with other departments (Housekeeping, Maintenance, F&B, etc.).

• Set clear performance expectations for all team members, conduct regular performance reviews, and support staff development through training, coaching, and mentoring.

• Guest Experience & Satisfaction:

• Ensure that guests receive an exceptional and personalized experience from check-in to check-out, proactively anticipating and responding to their needs.

• Handle guest complaints and concerns with diplomacy and professionalism, ensuring quick and effective resolution while maintaining the hotel's high standards of guest satisfaction.

• Implement strategies to exceed guest expectations, enhance guest loyalty, and promote the hotel's reputation for service excellence.

• Collaborate with the Concierge team to offer unique and personalized guest experiences, including VIP services, special requests, and local recommendations.

• Operational Efficiency & Cost Control:

• Manage Front Office operations in line with budgetary guidelines, ensuring effective use of resources and optimal staffing levels without compromising service quality.

• Implement best practices for Front Office processes to improve operational efficiency, reduce costs, and enhance service delivery.

• Oversee the management of room inventory, reservations, and room allocation to optimize occupancy rates and maximize revenue.

• Analyze Front Office performance data, including guest feedback, occupancy, and financial reports, to identify trends, areas for improvement, and opportunities for operational enhancement.

• Collaboration & Interdepartmental Communication:

• Maintain open lines of communication with other department heads (Housekeeping, F&B, Sales, etc.) to ensure smooth coordination and execution of hotel operations.

• Lead regular departmental meetings to review guest feedback, operational issues, and any special requests or requirements for upcoming events or VIP guests.

• Work closely with the Revenue Management team to adjust pricing and room inventory based on occupancy, guest demand, and market trends.

• Serve as the main point of contact between the Front Office team and senior management, ensuring that all stakeholders are informed of operational issues, opportunities, and key developments.

• Staff Development & Training:

• Oversee the recruitment, hiring, and training of Front Office staff, ensuring that all new employees receive thorough onboarding and orientation.

• Implement ongoing training programs focused on guest service excellence, hotel operations, and company policies to ensure team members remain knowledgeable and skilled.

• Conduct regular team-building activities, fostering an environment of collaboration, accountability, and guest-focused service.

• Provide ongoing coaching, feedback, and recognition to staff, motivating them to achieve individual and team goals.

• Revenue & Inventory Management:

• Collaborate with the Revenue Management and Sales teams to ensure that the Front Office department is aligned with the hotel's revenue goals, including optimizing room rates, occupancy, and guest satisfaction.

• Develop and implement strategies for upselling and cross-selling additional services (e.g., upgraded rooms, F&B services, concierge services) to increase revenue.

• Utilize guest data and industry trends to develop strategies that will enhance operational efficiency and profitability while maintaining an exceptional guest experience.

• Compliance & Standards:

• Ensure that all Front Office operations comply with company policies, local regulations, and health and safety standards.

• Ensure that team members are trained on emergency procedures and that the Front Office adheres to safety protocols, including handling guest complaints related to safety or security concerns.

• Regularly audit the Front Office department to ensure compliance with brand standards and regulatory requirements, including documentation, guest billing, and cash handling procedures.

• Technology & System Management:

• Oversee the proper usage and maintenance of Front Office systems, including Property Management System (PMS), reservation systems, and point-of-sale systems.

• Work with IT to ensure that Front Office systems are up-to-date, fully functional, and secure, addressing any technical issues in a timely manner.

• Leverage technology to enhance operational efficiency, improve guest service, and streamline communication within the Front Office and with other departments.

Education and/or Experience:

• Bachelor's degree in hospitality management, Business Administration, or a related field required.
• Minimum of 5-7 years of progressive experience in hotel operations, including at least 3 years in a leadership role within the Front Office (e.g., Front Office Manager, Assistant Director of Front Office).
• Proven experience managing large teams and a comprehensive understanding of Front Office operations, including guest services, reservations, and room management.
• Strong knowledge of Property Management Systems (PMS), revenue management software, and other hotel technology platforms.
• Experience with budget management, financial analysis, and operational cost control.

Skills/Specialized Knowledge

• Strong leadership skills with a focus on staff development, team motivation, and performance management.
• Excellent communication and interpersonal skills, with the ability to interact effectively with guests, staff, and hotel leadership.
• Exceptional problem-solving and decision-making abilities, especially in high-pressure situations.
• Strong guest service orientation with a commitment to exceeding guest expectations and maintaining service excellence.
• High level of proficiency in hotel operations, including guest services, reservations, room management, and Front Office technology.

Physical Demands

• Ability to work long hours, including weekends, holidays, and evenings, as required.
• Ability to sit or stand for extended periods, as well as walk throughout the hotel property.
• Ability to occasionally lift up to 25 pounds and handle equipment or materials as needed.

Why Join Proper Hospitality

At Proper, we build experiences that move people - and that begins with the team behind them. As a best-in-class employer, we're committed to creating one of the Best Places to Work in hospitality by nurturing a culture where creativity, excellence, and humanity thrive together.

Everything we do is grounded in the belief that hospitality is more than a profession - it's an opportunity to care for others and make lives better. Guided by the Pillars of Proper, we show up with warmth and authenticity (Care Proper), strive for excellence in everything we do (Achieve Proper), think creatively and resourcefully (Imagine Proper), and take pride in the style and culture that make us who we are (Present Proper).

We believe our people are our greatest strength, and we invest deeply in their wellbeing, growth, and sense of belonging. From comprehensive benefits to meaningful development programs, Proper is designed to help you build a career, and a life, that feels as inspiring as the experiences we create for our guests.

Our Commitment: Building the Best Place to Work

Our Best Place to Work initiative is a living commitment - a continuous investment in our people, our culture, and our purpose. We listen, learn, and evolve together to create an environment where everyone feels empowered to imagine boldly, achieve confidently, care deeply, and present themselves authentically.

At Proper, joining the team means more than finding a job - it means joining a community that believes in building beautiful experiences together, for our guests and for one another.

Proper Hospitality is an equal-opportunity employer. We provide employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, gender identity or expression, genetics, or any other federally or state-protected category.

We also consider qualified applicants with criminal histories in accordance with local Fair Chance Hiring Ordinances.