Front Office Director: Elevate Guest Experience

Proper Hospitality; Los Angeles (CA); On-site; USD 85,000 - 95,000; Full time

Job summary

Proper Hospitality is seeking an experienced Director of Front Office in Los Angeles to lead the Front Desk, Concierge, Guest Services, and Bell teams. You will drive guest satisfaction, optimize operations, and align with brand standards to deliver exceptional experiences.

The role requires strategic leadership, strong operational expertise, and a proven ability to inspire teams while improving financial performance.

Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• 5-7+ years of progressive hotel operations experience.
• Minimum 3 years in a Front Office leadership role.
• Strong knowledge of front office systems, PMS platforms, and revenue management tools.
• Proven experience managing budgets, forecasting, and operational performance.
• Exceptional leadership and team development skills.
• Strong communication and interpersonal abilities.
• Strategic thinker with strong problem-solving skills.
• Guest-focused mindset with a commitment to service excellence.
• Ability to thrive in a fast-paced, high-pressure environment.

Responsibilities

• Lead, mentor, and inspire a high-performing Front Office team.
• Foster a service-driven culture focused on excellence and accountability.
• Oversee hiring, onboarding, training, and ongoing development of team members.
• Conduct performance evaluations and provide coaching to drive improvement.
• Ensure seamless guest journey from arrival through departure.
• Anticipate guest needs and resolve concerns promptly and professionally.
• Partner with Concierge to deliver elevated, memorable experiences, including VIP services.
• Drive initiatives that enhance guest satisfaction and loyalty.
• Oversee check-in/check-out, reservations, and room assignments.
• Optimize staffing levels and workflows for service and cost balance.
• Analyze performance metrics to identify opportunities for improvement.
• Implement best practices to streamline operations and enhance delivery.
• Collaborate with Revenue Management and Sales to maximize occupancy and rate.
• Oversee room inventory and allocation to optimize revenue.
• Lead regular department meetings and liaise with senior leadership.
• Ensure adherence to brand standards, policies, and safety regulations.
• Oversee use of PMS and technologies; coordinate with IT for security.
• Conduct audits for operational and financial compliance.

Skills

Leadership

Front Office ops

PMS systems

Revenue management

Budgeting & forecasting

Communication

Problem solving

Customer focus

Team development

Education

Bachelor's degree in Hospitality Management or related field

Job description

Proper Hospitality is seeking an experienced Director of Front Office in Los Angeles to lead the Front Desk, Concierge, Guest Services, and Bell teams. You will drive guest satisfaction, optimize operations, and align with brand standards to deliver exceptional experiences.

The role requires strategic leadership, strong operational expertise, and a proven ability to inspire teams while improving financial performance.