Director of Front Office

Triumph Hotels; New York (NY); On-site; USD 110,000 - 170,000; Full time

Job summary

The Frederick Hotel in New York is seeking a Director of Front Office to lead the front office team and ensure exceptional guest experiences through strong staff management and process optimization.

The successful candidate will oversee check-in/check-out, reservations, and night audit, while driving continuous improvement and fostering a high-performance culture. Flexible hours, including nights, weekends, and holidays, may be required.

Qualifications

• Experience in hospitality or hotel front office management.
• Strong customer service and guest experience focus.
• Night audit experience preferred.
• Bilingual abilities are a plus for guest communication.

Responsibilities

• Manage and lead the front office team to deliver outstanding guest services and maintain high standards of customer satisfaction.
• Oversee daily operations including check-in/check-out procedures, reservations, and night audit processes.
• Develop and implement policies and procedures to enhance operational efficiency and guest experience.
• Foster a positive work environment through training, mentoring, and performance management of front office staff.
• Handle guest inquiries, complaints, and feedback with professionalism and urgency to ensure resolution.
• Maintain effective communication with other departments to ensure seamless service delivery.
• Monitor phone systems to ensure proper etiquette and responsiveness in all guest interactions.
• Analyze front office metrics to identify trends and areas for improvement.

Skills

Hospitality management

Front office operations

Customer service

Leadership

Night audit

Bilingual

Phone etiquette

Organizational skills

Tools

Phone systems

Job description

The Frederick Hotel is looking for a Director of Front Office to join our team.

The Director of Front Office is a pivotal leadership role within our hospitality team, responsible for overseeing the daily operations of the front office department. This position ensures exceptional guest experiences through effective management of staff, resources, and processes. The ideal candidate will possess a strong background in hospitality management, excellent customer service skills, and a passion for enhancing guest relations.

Duties

• Manage and lead the front office team to deliver outstanding guest services and maintain high standards of customer satisfaction.
• Oversee daily operations including check-in/check-out procedures, reservations, and night audit processes.
• Develop and implement policies and procedures to enhance operational efficiency and guest experience.
• Foster a positive work environment through training, mentoring, and performance management of front office staff.
• Handle guest inquiries, complaints, and feedback with professionalism and urgency to ensure resolution.
• Maintain effective communication with other departments to ensure seamless service delivery.
• Monitor phone systems to ensure proper etiquette and responsiveness in all guest interactions.
• Analyze front office metrics to identify trends and areas for improvement.

Qualifications

• Proven experience in hospitality management or hotel management with a focus on front office operations.
• Strong customer service skills with a commitment to providing exceptional guest experiences.
• Experience with night audit processes is preferred.
• Bilingual abilities are a plus for enhancing communication with diverse guests.
• Proficient in using phone systems and maintaining professional phone etiquette.
• Excellent guest relations skills with the ability to handle challenging situations calmly and effectively.
• Strong organizational skills with attention to detail in managing multiple tasks simultaneously.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.

Join our team as the Director of Front Office and play a key role in creating memorable experiences for our guests while leading a dedicated team of professionals in the hospitality industry.