Front Office Director: Guest Experience Leader

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 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.