Director of Front Office & Guest Experience

White Lodging; Chicago (IL); On-site; USD 61,000 - 76,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Parental Leave

Vacation PTO

401(k) match

Wellness tools

Referral bonuses

Leadership development

Tuition reimbursement

Discounts on rooms

Dining discounts

Multiple hotels in markets

Job summary

White Lodging, a leading owner and operator of premium-brand hotels, seeks a Director of Front Office to lead guest service from check-in to departure. You will drive key performance metrics, manage associate engagement, and uphold brand standards while fostering a positive work environment.

You will oversee Front Desk, PBX, Bell, and Concierge operations, mentor the front office leadership team, and collaborate across departments to deliver an exceptional guest experience.

Qualifications

• Front office leadership experience in a full-service hotel.
• Strong communication and problem-solving with focus on guest and associate satisfaction.
• Ability to develop and motivate teams while managing multiple priorities.
• Experience with hotel systems (PMS, POS).
• Proven ability to drive performance and uphold hospitality standards.

Responsibilities

• Oversee Front Desk, PBX, Bell, and Concierge operations to ensure seamless guest service delivery.
• Develop and implement department strategies that improve financial performance and guest satisfaction.
• Lead and mentor front office leadership team, including coaching, performance evaluations, and associate development.
• Ensure adherence to White Lodging policies and procedures, guest service standards, and brand requirements.
• Collaborate with other departments to drive alignment and communication for an optimal guest experience.
• Monitor and analyze guest service scores and implement corrective actions to continuously improve results.

Skills

Front office leadership

Guest service optimization

Team mentorship

Operational prioritization

Communication skills

Tools

PMS (Property Management System)

POS systems

Job description

White Lodging, a leading owner and operator of premium-brand hotels, seeks a Director of Front Office to lead guest service from check-in to departure. You will drive key performance metrics, manage associate engagement, and uphold brand standards while fostering a positive work environment.

You will oversee Front Desk, PBX, Bell, and Concierge operations, mentor the front office leadership team, and collaborate across departments to deliver an exceptional guest experience.