Director of Front Office: Guest Experience Leader

CoralTree Hospitality; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Galleria Park Hotel in San Francisco's Financial District seeks a Director of Front Office to lead Front Desk, Night Audit and Bell/Valet, delivering memorable guest experiences with a service-driven mindset.

This on-site role requires strong leadership, empathy, and accountability as you manage team performance, guest satisfaction, and cross-department collaboration to sustain exceptional hotel operations.

Qualifications

• 5+ years in hotel front office management.
• Experience with front desk, night audit, and bell/valet operations.
• Proven leadership, coaching and team development abilities.
• Strong guest-service mindset and service recovery experience.
• Familiarity with California and San Francisco scheduling/timekeeping requirements.

Responsibilities

• Lead Front Desk, Night Audit, and Bell/Valet operations to ensure efficient service and a welcoming guest experience.
• Maintain visibility in the lobby and throughout the operation, guiding and supporting the team.
• Recruit, onboard, train, and develop Front Office staff in partnership with People Services.
• Establish performance expectations, provide coaching and conduct reviews.
• Create staffing schedules based on occupancy and business needs; manage labor costs.
• Develop and manage departmental budgets; monitor payroll and operating expenses.
• Resolve escalated guest concerns with professionalism and timely follow-up.
• Monitor guest satisfaction scores and service trends to drive improvements.
• Oversee room assignments, VIP preparations, and group arrivals; coordinate with Housekeeping/Engineering.
• Collaborate with Sales, Reservations, Revenue Management, and Finance on inventory and revenue opportunities.
• Ensure accurate guest billing and adherence to cash handling procedures.
• Lead departmental meetings and shift briefings; communicate guest needs and priorities.
• Foster an inclusive, engaged team culture and adherence to policies.
• Serve as Manager on Duty when needed; participate in hotel leadership initiatives.

Skills

Front Office leadership

Hospitality operations

Budgeting

Staff development

Communication

Safety procedures

On-site leadership

Education

Hospitality degree or equivalent

Tools

HMS/PMS

Excel

Job description

Galleria Park Hotel in San Francisco's Financial District seeks a Director of Front Office to lead Front Desk, Night Audit and Bell/Valet, delivering memorable guest experiences with a service-driven mindset.

This on-site role requires strong leadership, empathy, and accountability as you manage team performance, guest satisfaction, and cross-department collaboration to sustain exceptional hotel operations.