Front Office Director: Lead Guest Experience & Performance

White Lodging; Austin (TX); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Day 1 Medical, Dental and Vision

Paid Parental Leave

Vacation/PTO with rollover

401(k) with company match

Discounts on hotel rooms, dining

Job summary

White Lodging is seeking a Director of Front Office to lead a team delivering exceptional guest service from check-in to departure, driving KPIs and ensuring brand standards across the front office.

You will oversee Front Desk, PBX, Bell, and Concierge operations, develop department strategies, and mentor leadership while maintaining adherence to policies and procedures in a full-service hotel environment.

Qualifications

• Previous front office leadership experience, preferably in a full-service hotel environment.
• Strong communication and problem-solving skills with a focus on guest and associate satisfaction.
• Ability to develop and motivate teams while managing multiple operational priorities.
• Experience with hotel systems (PMS, POS) and strong understanding of front office procedures.
• Proven ability to drive performance results 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 excellence

Communication

Team development

Operational management

Tools

PMS

POS

Job description

White Lodging is seeking a Director of Front Office to lead a team delivering exceptional guest service from check-in to departure, driving KPIs and ensuring brand standards across the front office.

You will oversee Front Desk, PBX, Bell, and Concierge operations, develop department strategies, and mentor leadership while maintaining adherence to policies and procedures in a full-service hotel environment.