Assistant Director of Front Office

Arlo Dc; Washington (District of Columbia); On-site; USD 75,000 - 85,000; Full time

Job summary

Arlo Hotels in Washington, DC is seeking an Assistant Director of Front Office to support the Director in daily front desk operations and guest services. You will lead Front Office staff including Assistant Front Office Managers, Lobby Hosts, and Bell Persons, ensuring courteous service and seamless operations.

Responsibilities include daily pre-shift briefings, scheduling, payroll alignment, and revenue optimization through room availability and rate controls.

Qualifications

• Minimum 2–3 years in a hotel management position.
• Strong knowledge of Front Office operations and guest service.
• Experience with airline crew accommodations is strongly preferred.
• Opera Cloud experience required; reservations and room inventory knowledge expected.

Responsibilities

• Lead and supervise Front Office operations to meet standards and financial goals.
• Identify improvements and partner with Director to implement changes.
• Train, mentor, and develop Front Office staff for performance and growth.
• Coordinate airline arrivals/departures with other departments to ensure seamless crew commitments.
• Own service recovery and resolve guest concerns promptly.

Skills

Front Office Leadership

Guest Service Excellence

Staff Coaching

Operational Efficiency

Education

Hospitality Diploma or Degree

Tools

Opera Cloud

PBX systems

Reservations software

Job description

Arlo Hotels, an independent lifestyle hotel is now actively seeking a dynamic Assistant Director of Front Office.

Are you someone whoispassionateaboutpeople,drivenby purpose, andclever in your approach? If so, keep on reading!! Here atArlowe strive to create a sense of awe that leaves those we touch wanting more…

This position is responsible for supporting the Director of Front Office for the daily operation of the front desk and liaising with any area impacting guest service. Plans, directs and coordinates activities to ensure exceptional service is achieved. Provides operational support, distributes information, trains, motivates and recognizes team members. Exercises independent judgement and initiative in the course of carrying out overall responsibilities.

RESPONSIBILITIES AND AUTHORITIES

• Always treats guests with courtesy and respect in a variety of situations.
• Displays honesty & integrity.
• Leads by example, motivating team members to remain engaged, accountable, and focused on exceptional service.
• Supports the Director of Front Office in leading daily department operations, including Assistant Front Office Managers, Lobby Hosts, and Bell Persons.
• Conducts effective pre-shift briefings to communicate daily priorities, guest needs, and operational updates.
• Supports the Director of Front Office with department meetings, training, team communication, and execution of operational priorities.
• Maximizes room sales, room revenue and profit.
• Champions a guest-focused culture that consistently delivers exceptional and memorable experiences.

SPECIFIC DUTIES

• Leads and supervises Front Office operations to ensure service standards, productivity, and financial objectives are consistently achieved.
• Identifies opportunities to improve Front Office performance and partners with the Director of Front Office to implement operational enhancements.
• Embraces and effectively lives Arlo Core values and culture.
• Assigns and coordinates daily Front Office coverage and workflow to support efficient operations and guest service.
• Trains, mentors, and develops Front Office team members to strengthen performance, accountability, and career growth.
• Partners with the Director of Front Office to prepare team schedules, complete payroll, and align staffing and labor costs with occupancy and operational demand.
• Partners with the Rooms Controller to manage airline crew reservations, room assignments, manifests, arrivals, departures, and schedule changes.
• Serves as a key point of contact for airline partners, addressing concerns, resolving service issues promptly, and maintaining strong partner relationships.
• Coordinates airline arrivals and departures across Front Office, Housekeeping, Reservations, and other departments to ensure seamless execution of crew commitments.
• Ensures accurate completion of shift closings, room deposits, refunds, rebates, and required Front Office documentation.
• Conducts Annual Performance Reviews with reporting team members.
• Responds immediately to all emergency situations, completes necessary incident reports, and follows up with guests and staff.
• Manages same-day room inventory and supports revenue optimization through effective room availability and rate controls.
• Owns service recovery, resolving guest concerns promptly and professionally while protecting the overall guest experience.
• Completes other duties as assigned by the Director of Front Office.

REQUIREMENTS

Education

Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

• Hospitality Diploma or Degree Preferred
• Minimum 2 – 3 years in a Management Position

Knowledge

• Strong knowledge of Front Office operations, guest service, and hotel procedures.
• Working knowledge of hotel PBX systems.

Special Requirements

• Airline crew or airline accommodation experience strongly preferred.
• Opera Cloud experience required; working knowledge of hotel reservations, room inventory, and guest profile management expected.

SALARY

• $75,000 - $85,000 Annually