Director of Front Office

Ensemble; Menlo Park (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Ensemble is seeking a Front Office Manager in Menlo Park to lead guest relations and front desk operations. You will supervise associates, drive service standards, and collaborate with other departments to maximize occupancy and revenue.

The role requires strong knowledge of hotel operations, staff coaching, budgeting, and adherence to brand guidelines, ensuring high guest satisfaction and smooth daily operations.

Qualifications

• Associate or bachelor's degree preferred.
• Intermediate knowledge of overall hotel operations.
• Large hotel experience preferred.

Responsibilities

• Interview, select, train, schedule, coach and support associates, ensuring performance aligns with Ensemble standards.
• Oversee front office departments to provide an optimal level of service for hotel guests.
• Monitor guest satisfaction scores and brand standards; work to improve occupancy and guest experience.
• Resolve complaints and anticipate issues by reviewing operations and staff performance.
• Oversee front-of-house financials and ensure compliance with controls.
• Develop and monitor department budgets and forecasts.

Education

Associate or Bachelor's degree

Job description

Description

Essential Job Functions

• Interview, select, train, schedule, coach and support associates, ensuring they perform in accordance with established brand or hotel standards and consistent with Ensemble values.
• Oversee front office departments to ensure an optimal level of service and hospitality are provided to hotel guests.
• Be aware of guest satisfaction scores and brand standards and work toward increasing departmental and overall guest satisfaction.
• Resolve customer complaints and anticipate potential problems by reviewing and monitoring operational issues, business flow and associate performance.
• Monitor all front of the house financial operations and ensure front office compliance with accounting controls and procedures.
• Develop, implement and monitor daily, weekly, monthly, and annual department-wide budgets and forecasts.
• Review, submit for approval, and order capital budget items as required.
• Supervise all front of the house department managers.
• Review correspondence from guests and incident logs and direct staff according to information obtained.
• Oversee all vendor and personnel contracts throughout the hotel.
• Monitor occupancy of guest room space to ensure most efficient use and minimize overbooking.
• Oversee the property accounting functions including but not limited to Accounts payable and receivables, house bank audits, petty cash as it relates to the front office.
• Coordinate with corporate accounting department to oversee payroll functions.
• Oversee and ensure internal audit standards are met.
• Interact with the sales staff to discuss and implement sales strategies to continually improve occupancy levels and improve maximum occupancy and rates.
• Monitor and maintain the front office systems and equipment to ensure optimum performance.
• Serve on the hotel's safety committee.
• Create specific, measurable, achievable, realistic, and timely action plans to remedy guest service deficiencies.
• Practice safe work habits, wear protective safety equipment and follow MSDS and OSHA standards.
• Perform other duties as requested by management.

Position Requirements

• Associate or bachelor's degree preferred.
• Intermediate knowledge of overall hotel operations.
• Large hotel experience preferred.

Work Environment and Context

• Work schedule varies and may include working on holidays, weekends and alternate shifts.

Requires standing for extended periods, walking, pushing, lifting up to 25 pounds, bending and reaching, stooping, kneeling, or crouching