Director of Front Office

Position Summary: A Kolter Hospitality Director of Front Office oversees all aspects of front-of-house operations. This role provides strategic leadership to the front office team, ensuring exceptional guest service, operational efficiency, and financial performance. The Director partners closely with Revenue Management, Housekeeping, Engineering, and Food & Beverage to create a seamless guest experience that reflects both brand standards and company values.

Essential Functions

• Lead, mentor, and develop the Front Office Manager and leadership team to drive service excellence and accountability.
• Oversee recruitment, training, coaching, and performance management for all front office associates.
• Foster a positive and collaborative work environment, ensuring team engagement and retention.
• Ensure all front office operations deliver the brand promise and consistently exceed guest expectations.
• Manage VIP arrivals, special requests, and service recovery at an executive level.
• Monitor guest feedback through surveys, online reviews, and direct feedback, implementing improvements as needed.
• Uphold brand standards and ensure proper training and compliance across the team.
• Oversee all front office functions including front desk, concierge, valet/bell services, and reservations.
• Ensure effective scheduling, staffing, and departmental organization in alignment with business needs.
• Collaborate with housekeeping and engineering to guarantee room readiness and maintenance standards.
• Ensure safety, security, and emergency procedures are followed within the front office department.
• Partner with Sales to optimize occupancy, ADR, and RevPAR performance.
• Drive upselling and cross-selling initiatives at the front desk to maximize revenue.
• Manage departmental budgets, payroll, and expenses, ensuring financial goals are met or exceeded.
• Ensure compliance with company financial policies, including accurate cash handling and reporting.
• Provide input to annual business plans and contribute to hotel-wide strategy.
• Prepare performance reports on occupancy, revenue, labor, and guest satisfaction for the executive team.
• Identify opportunities to improve efficiency, service delivery, and profitability within the department.
• Serve as an active member of the hotel’s Executive Committee, supporting overall hotel operations.