Front Office & Guest Experience Director

Doubletree-Newark-Penn-Station; Newark (NJ); On-site; USD 90,000 - 120,000; Full time

Job summary

Doubletree by Hilton Newark Penn Station is seeking a Director of Front Office to oversee the front desk, guest relations, and related operations in a fast paced hotel setting. The position requires strong leadership, attention to service quality, and adherence to brand standards to ensure memorable guest experiences.

You will manage staffing, scheduling, budgeting, forecasting, and reporting; monitor guest satisfaction, handle complaints, and work closely with housekeeping and other departments

Qualifications

• Minimum 2 years hotel front office supervisory experience.
• Proficient with PMS system/PEP.
• Strong union labor relation knowledge required.
• Must work weekends, holidays, and be flexible to work AM/PM shifts according to business demands.
• The position requires effective time management and strong leadership communication skills.

Responsibilities

• Ensure efficient guest registration, checkout and guest service, while ensuring all brand standards are being applied.
• Monitor and check the quality of customer service at the front desk; resolve complaints and evaluate patterns or trends in customer complaints in order to plan corrective actions.
• Prepare forecasts and reports and assist in the development of the room's budget.
• Estimate staffing level requirements based on customer counts, business trends, special events, etc.; make up and/or check over weekly schedules and adjust staff size to maximize productivity without sacrificing customer service; monitor attendance; balance employee payroll.
• Track guest satisfaction surveys and maximize usage of the guest response tracking system.
• Organize and conduct department meetings on a regular basis.
• Ensure compliance of front office and guest service standard operating procedures and policies.
• Demonstrate working knowledge of appropriate housekeeping procedures relating to the Front Office including room status update; adhere to established lost and found procedures.
• Assist in creating a positive team-oriented environment, which focuses on the guest, through employee development and motivation.
• Ability to adjust or balance the size of staff on a daily basis in order to maximize productivity or control labor costs without sacrificing customer service.
• Ability to plan promotional or incentive programs for employees.
• Perform other duties as requested by management.

Skills

Leadership communication

Time management

Customer service

Tools

PMS system/PEP

Job description

Doubletree by Hilton Newark Penn Station is seeking a Director of Front Office to oversee the front desk, guest relations, and related operations in a fast paced hotel setting. The position requires strong leadership, attention to service quality, and adherence to brand standards to ensure memorable guest experiences.

You will manage staffing, scheduling, budgeting, forecasting, and reporting; monitor guest satisfaction, handle complaints, and work closely with housekeeping and other departments