Director of Front Office

Highgate Hotels, LP; Miami (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

A leading hotel management company is seeking a Front Office Director for their Miami property. The role involves overseeing guest services, managing staff, and ensuring high standards of service and operational efficiency. Candidates should have significant hotel experience and strong leadership skills, with a focus on guest satisfaction and revenue maximization.

Qualifications

• Minimum 6 years of progressive hotel experience or equivalent education.
• Previous Front Office management experience required.
• Effective verbal and written communication skills.

Responsibilities

• Manage Guest Services, Valet, and Front Desk operations.
• Motivate and train staff according to hotel standards.
• Maximize room revenue and oversee cleanliness standards.

Skills

Communication

Multitasking

Problem-solving

Service orientation

Education

4-year degree in Hospitality or related field

2-year degree with 4+ years of experience

Tools

MS Excel

MS Word

Job description

Front Office Director

Requisition ID: 2025-66163

Category: Front Office Operations

Job Location: US-FL-Miami

Property: Miami Growth - Highgate Hotels

Overview

The Director of Front Office is responsible for ensuring the operation of Guest Services, Valet, and Front Desk in an attentive, friendly, efficient, and courteous manner. The role involves providing quality service to guests, maximizing room revenue and productivity, and developing managers and employees. The position also acts as a liaison to leased restaurant and retail operations within the hotel.

Responsibilities

1. Maintain attentive, friendly, helpful, and courteous interactions with guests, managers, and staff.
2. Respond promptly to guest requests, complaints, and accidents, ensuring follow-up for guest satisfaction.
3. Motivate, coach, counsel, and discipline staff according to hotel standards.
4. Conduct interviews, support recruitment efforts, and ensure hiring procedures comply with SOPs.
5. Develop employee morale and oversee training of Rooms Division personnel.
6. Promote open communication and maintain professional relationships across departments.
7. Implement hotel policies and understand hospitality terminology.
8. Ensure staff sign off on Service Standards by Position and monitor training completion.
9. Maximize room revenue by managing oversold dates and monitoring room departments.
10. Tour departments daily, greet employees, and gather feedback.
11. Support training, attend meetings, and monitor programs like GEM and Gold Passport.
12. Control expenses, monitor SOP compliance, and oversee cleanliness and maintenance standards.
13. Coordinate major projects and conduct regular meetings including financial reviews.
14. Perform performance reviews and manage labor expenses.
15. Prepare annual budgets and participate in MOD program.
16. Operate and maintain the Front Office computer systems and assist in revenue forecasting.
17. Communicate effectively with hotel staff and implement hotel service philosophy.
18. Ensure staff understanding of corporate marketing programs and VIP guest management.

Qualifications

• Minimum 6 years of progressive hotel or related experience, or a 4-year degree with at least 2 years of experience, or a 2-year degree with 4+ years of experience.
• Previous Front Office management experience required.
• Proficiency in MS Excel and MS Word.
• Ability to work long hours as needed.
• Effective verbal and written communication skills.
• Ability to listen, understand, and clarify concerns.
• Strong multitasking and prioritization skills.
• Attentiveness, friendliness, courtesy, and service orientation in all interactions.
• Participation in hotel meetings, trainings, and MOD coverage as required.
• High standards of personal appearance and grooming.
• Knowledge of safety regulations and hotel standards.
• Problem-solving skills and ability to handle complex information.
• Maintain confidentiality of information.