Director of Front Office

ADP, Inc.; New York (NY); On-site; USD 75,000 - 85,000; Full time

Job summary

ADP, Inc. in New York seeks a Director of Front Office to lead the front desk and guest services in a corporate hospitality setting. You will supervise the front office team, coordinate with housekeeping and maintenance, and ensure service standards align with the brand. Strong PMS knowledge and people leadership are required.

The role focuses on guest satisfaction, efficient check-in/out, and reporting on occupancy and guest feedback for senior management.

Qualifications

• Minimum of 3 years experience in front office operations within the hospitality industry.
• Bachelor's degree in hospitality management or related field preferred.
• Proven experience in a supervisory or managerial role overseeing front desk staff.
• Strong knowledge of property management systems (PMS) and reservation software.
• Excellent communication and interpersonal skills.

Responsibilities

• Supervise and coordinate front office staff activities, including receptionists and guest service agents.
• Manage guest check-in and check-out processes to ensure accuracy and efficiency.
• Handle guest complaints and resolve issues promptly to maintain high satisfaction levels.
• Train, mentor, and evaluate front office team members to promote growth and service excellence.
• Collaborate with housekeeping, maintenance, and other departments to ensure seamless guest experiences.
• Maintain accurate records of reservations, billing, and guest information in compliance with company policies.
• Develop and implement front office procedures and standards to improve operational efficiency.
• Prepare reports on occupancy, revenue, and guest feedback for senior management review.

Skills

Leadership

Communication

Customer service

Problem solving

Staff supervision

Education

High school diploma or equivalent

Bachelor's degree in hospitality management

Tools

PMS systems

Reservation software

Job description

Salary Range: $75,000.00 To $85,000.00 Annually

T.E.A.M. = Together Everyone Achieves More

Our TEAM culture is all about supporting one another, recognizing hard work, and helping our team members achieve MORE in their careers. If you're friendly, dependable, and enjoy creating great experiences for others, we'd love to have you join us!

Grow With Our TEAM!

We want our team members to find their MORE. Whether you're beginning your hospitality career or looking for an opportunity to grow, you'll gain valuable guest-service experience while working alongside a TEAM committed to delivering memorable experiences.

Bring your personality, professionalism, and passion for hospitality—we'll provide the support and opportunities to help you grow.

What's Your MORE?

Join our TEAM and help us create an exceptional experience from arrival to departure!

About the Role:

The Director of Front Office plays a pivotal role in ensuring the smooth and efficient operation of the front desk and guest services within a hospitality or corporate environment. This position is responsible for leading and supervising the front office team to deliver exceptional customer service, manage guest relations, and maintain operational standards. The Director of Front Office oversees daily administrative tasks, coordinates with other departments, and implements policies to enhance the overall guest experience. This role requires a proactive approach to problem-solving, staff development, and resource management to meet organizational goals. Ultimately, the Director of Front Office ensures that every guest interaction is positive, professional, and aligned with the company’s brand values.

Minimum Qualifications:

• High school diploma or equivalent; a bachelor’s degree in hospitality management or related field is preferred.
• Minimum of 3 years experience in front office operations within the hospitality industry.
• Proven experience in a supervisory or managerial role overseeing front desk staff.
• Strong knowledge of property management systems (PMS) and reservation software.
• Excellent communication and interpersonal skills.

Preferred Qualifications:

• Bachelor’s degree in hospitality management, business administration, or a related field.
• Experience with customer relationship management (CRM) tools.
• Certification in hospitality management or customer service excellence.
• Multilingual abilities to assist a diverse guest population.
• Experience working in a high-volume or luxury hotel environment.

Responsibilities:

• Supervise and coordinate front office staff activities, including receptionists, concierge, and guest service agents.
• Manage guest check-in and check-out processes to ensure accuracy and efficiency.
• Handle guest complaints and resolve issues promptly to maintain high satisfaction levels.
• Train, mentor, and evaluate front office team members to promote professional growth and service excellence.
• Collaborate with housekeeping, maintenance, and other departments to ensure seamless guest experiences.
• Maintain accurate records of reservations, billing, and guest information in compliance with company policies.
• Develop and implement front office procedures and standards to improve operational efficiency.
• Prepare reports on occupancy, revenue, and guest feedback for senior management review.
• Ensure compliance with health, safety, and security regulations at the front desk area.
• Manage scheduling and payroll for front office staff to optimize resource allocation.

Skills:

The Director of Front Office utilizes strong leadership and organizational skills daily to coordinate team activities and ensure smooth front desk operations. Effective communication skills are essential for interacting with guests, resolving conflicts, and collaborating with other departments. Proficiency with property management systems and reservation software enables accurate handling of bookings and billing processes. Problem-solving skills are applied to address guest concerns promptly and maintain satisfaction. Additionally, the ability to train and motivate staff fosters a positive work environment and drives continuous improvement in service quality.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form (Form I-9) upon hire