Director of Front Office

Crescent Hotels & Resorts; Millburn (NJ); On-site; USD 80,000 - 90,000; Full time

Benefits offered by this job

Health benefits

401K matching

Discounts on Crescent properties

Hotel room discounts at Hilton brands

Free meals in staff cafeteria

Growth opportunities

Competitive salary

Job summary

Hilton Short Hills in Short Hills, NJ, part of Crescent Hotels & Resorts, seeks a Front Office Leader to guide the guest services team and drive operational excellence. You will oversee check-in/check-out, supervise staff, and coordinate across departments to optimize service quality.

The role requires a minimum 5 years in hospitality leadership, strong PMS knowledge, and outstanding customer service. Flexible hours including nights and weekends are expected.

Qualifications

• Minimum 5 years proven experience in hospitality management or front office leadership within a hotel or resort environment.
• Strong knowledge of property management systems (PEP preferred).
• Excellent customer service skills with a focus on guest relations and hospitality standards.
• Familiarity with hotel emergency procedures, night audit processes, and front desk operations.
• Exceptional phone etiquette and communication skills for client interaction via phone and in person.
• Ability to lead a team confidently while managing multiple priorities in a fast-paced setting.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

Responsibilities

• Lead and motivate the front desk and guest services team to deliver exceptional guest service, ensuring interactions reflect professionalism, warmth, and efficiency.
• Handle scheduling and payroll for the front desk department; oversee check-in/check-out procedures using the property management system.
• Manage reservations using hospitality reservation systems, optimizing room occupancy and revenue opportunities while maintaining guest satisfaction.
• Handle guest inquiries, complaints, and special requests promptly, demonstrating strong customer service problem-solving skills.
• Supervise night audit operations, ensuring financial accuracy and compliance with hotel procedures.
• Implement and uphold hotel emergency procedures to ensure safety and security for guests and staff at all times.
• Coordinate with other departments to ensure smooth communication regarding guest needs, special events, or operational updates.
• Maintain detailed records of guest interactions, reservations, billing issues, and incident reports to support continuous improvement.

Skills

Front Office leadership

Hospitality management

PMS knowledge (PEP preferred)

Customer service

Communication & phone etiquette

Team leadership

Tools

PEP (Property Management System)

Job description

Hilton Short Hills
41 John F Kennedy Pkwy
Short Hills, NJ 07078, USA

• Pay or shift range: $80,000 USD to $90,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons.
• Ops - General Mgmt
• Full-Time
• Requisition #: DIREC044472

Description

At Crescent Hotels & Resorts, we are a team of hospitality professionals that are deeply connected to & proud of the exceptional experiences we provide for our guests. More than that, we know our Associates are the shining stars of what we do! We understand what it takes to be a part of something great. We will encourage you to bring your true self to work every day, we will celebrate you and we will cheer you on as you shine bright in your career journey. Whether it be our health & wellness programs, best in class learning and development or our travel discounts that ‘feed your inner explorer’, we work hard to create and deliver on what YOU need. We are ready for you to start your journey with us where You Belong. We Care. Shine Bright.

Located across the street from The Mall at Short Hills, the Hilton Short Hills features locally sourced food, an outdoor terrace and lounge, tennis courts and an indoor/outdoor pool to offer a memorable and enjoyable experience to our guests.

We are looking for our next great associate to lead our Front Office team. We are committed to providing you with:

• Highly competitive salary of $80,000 - $90,000 based on experience.
• Exceptional health benefits plan for eligible associates & your family members.
• 401K matching program for eligible associates.
• Discounts with our Crescent managed properties in North America for you & your family members.
• Hotel Room Discounts at Hilton branded properties worldwide.
• Free meals in staff cafeteria.
• Opportunity for growth.

Here is what you will be doing each day:

• Lead and motivate the front desk and guest services team (includes valet, bellpersons, drivers, PBX and guest service agents) to deliver exceptional guest service, ensuring all interactions reflect professionalism, warmth, and efficiency.
• Handle scheduling and payroll for the front desk department. Oversee check-in and check-out procedures, ensuring accuracy and adherence to hotel policies using property management system
• Manage reservations using hospitality reservation systems, optimizing room occupancy and revenue opportunities while maintaining guest satisfaction.
• Handle guest inquiries, complaints, and special requests promptly, demonstrating strong customer service problem-solving skills.
• Supervise night audit operations, ensuring financial accuracy and compliance with hotel procedures.
• Implement and uphold hotel emergency procedures to ensure safety and security for guests and staff at all times.
• Coordinate with other departments to ensure smooth communication regarding guest needs, special events, or operational updates.
• Maintain detailed records of guest interactions, reservations, billing issues, and incident reports to support continuous improvement.

Requirements

• Minimum 5 years proven experience in hospitality management or front office leadership within a hotel or resort environment.
• Strong knowledge of property management systems (PEP preferred)
• Excellent customer service skills with a focus on guest relations and hospitality standards.
• Familiarity with hotel emergency procedures, night audit processes, and front desk operations.
• Exceptional phone etiquette and communication skills for client interaction via phone and in person.
• Ability to lead a team confidently while managing multiple priorities in a fast-paced setting.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.