Director of Front Office

The Hospitality Tribune; Indianapolis, Northern (IN, KY); Hybrid; USD 90,000 - 150,000; Full time

Benefits offered by this job

Health insurance

Parental leave

PTO with rollover

401(k) matching

Wellness tools

Referral bonuses

Leadership development

Tuition reimbursement

Hotel discounts

Multiple hotels in market

Job summary

White Lodging seeks a Director of Front Office to lead the team at JW Marriott Indianapolis, delivering exceptional guest service from check-in to departure. You will drive front office performance, manage engagement, and uphold brand standards while fostering a positive work environment across the department.

Key duties include overseeing Front Desk, PBX, Bell and Concierge operations, developing strategic plans to improve financial performance and guest satisfaction, and mentoring leadership

Qualifications

• Previous front office leadership experience, preferably in a full-service hotel.
• Strong communication and problem-solving skills focused on guest and associate satisfaction.
• Ability to develop and motivate teams while managing multiple operational priorities.
• Experience with hotel systems (PMS, POS) and front office procedures.
• Proven ability to drive performance and uphold hospitality standards.

Responsibilities

• Oversee Front Desk, PBX, Bell, and Concierge operations to ensure seamless guest service delivery.
• Develop and implement department strategies that improve financial performance and guest satisfaction.
• Lead and mentor front office leadership team, including coaching, performance evaluations, and associate development.
• Ensure adherence to White Lodging policies and procedures, guest service standards, and brand requirements.
• Collaborate with other departments to drive alignment and communication for an optimal guest experience.
• Monitor and analyze guest service scores and implement corrective actions to continuously improve results.

Skills

Front office leadership

Communication

Problem-solving

Team development

PMS/POS experience

Guest service focus

Tools

PMS systems

POS systems

Job description

Description

Location: JW Marriott Indianapolis

Summary

Who We Are

White Lodging develops and operates a portfolio of award-winning, premium-brand hotels, rooftop bars, and restaurants in some of the country's best cities to live. We know that the hospitality business, like life, is about how you make people feel. As the Director of Front Office, you'll lead a team dedicated to delivering exceptional guest service from check-in to departure. You will drive key performance metrics across the front office, manage associate engagement, and uphold brand standards while fostering a positive work environment.

Responsibilities

What You’ll Do

• Oversee Front Desk, PBX, Bell, and Concierge operations to ensure seamless guest service delivery.
• Develop and implement department strategies that improve financial performance and guest satisfaction.
• Lead and mentor front office leadership team, including coaching, performance evaluations, and associate development.
• Ensure adherence to White Lodging policies and procedures, guest service standards, and brand requirements.
• Collaborate with other departments to drive alignment and communication for an optimal guest experience.
• Monitor and analyze guest service scores and implement corrective actions to continuously improve results.

What You’ll Bring

• Previous front office leadership experience, preferably in a full-service hotel environment.
• Strong communication and problem-solving skills with a focus on guest and associate satisfaction.
• Ability to develop and motivate teams while managing multiple operational priorities.
• Experience with hotel systems (PMS, POS) and strong understanding of front office procedures.
• Proven ability to drive performance results and uphold hospitality standards.

Other Information

What You Can Look Forward To

• Day 1 Medical, Dental and Vision insurance
• Paid Parental Leave
• Vacation/Paid Time Off (PTO) with rollover
• 401(k) with company match
• Complimentary wellness tools
• Unlimited referral bonuses
• Leadership development opportunities
• Tuition reimbursement
• Discounts on hotel rooms, dining, and other travel/entertainment experiences
• Multiple hotels in each market = more opportunities

This hotel is owned and operated by an independent franchisee. The franchisee is a separate company and a separate employer from Marriott International, Inc. and its subsidiary companies (collectively, "Marriott"). The franchisee solely controls all aspects of the hotel's employment policies and practices, including hiring, termination, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you apply for this position, Marriott will have no involvement in the selection process. Your application information will not be provided to or accessible by Marriott. If you accept a position at this hotel, you will be employed by a franchisee, not Marriott.