Front Office Director: Elevate Guest Experience

White Lodging; Indianapolis (IN); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Medical, Dental and Vision

Parental Leave

401(k) with company match

Paid Time Off

Tuition reimbursement

Discounts on hotel rooms

Job summary

White Lodging is seeking a Director of Front Office to lead a team delivering exceptional guest service at JW Marriott Indianapolis. You will drive key performance metrics, oversee Front Desk, PBX, Bell, and Concierge operations, and uphold brand standards while fostering a positive work environment.

The role emphasizes developing strategies to improve financial performance, associate engagement, and guest satisfaction across the front office and related departments.

Qualifications

• Prior front office leadership experience in a full-service hotel.
• Strong communication and problem-solving skills focused on guest and associate satisfaction.
• Ability to develop and motivate teams while managing multiple operational priorities.
• Experience with hotel systems (PMS, POS) and understanding front office procedures.
• 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, 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 improve results.

Skills

Front office leadership

Guest satisfaction

Team motivation

PMS/POS systems

Communication

Tools

PMS

POS

Job description

White Lodging is seeking a Director of Front Office to lead a team delivering exceptional guest service at JW Marriott Indianapolis. You will drive key performance metrics, oversee Front Desk, PBX, Bell, and Concierge operations, and uphold brand standards while fostering a positive work environment.

The role emphasizes developing strategies to improve financial performance, associate engagement, and guest satisfaction across the front office and related departments.