Front Office Leader: Guest Experience & Operations

Galleria Park Hotel; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Galleria Park Hotel in San Francisco seeks an inspiring Director of Front Office to lead Front Desk, Night Audit, and Bell/Valet, delivering warm, personalized hospitality across a 177-room boutique property.

You will mentor team members, manage staffing and budgets, partner with Sales and Revenue, and uphold service standards to ensure memorable arrivals and departures while maintaining payroll discipline.

Qualifications

• Five years of progressive hotel front office experience
• Two to three years in a management role such as Front Office Manager or Assistant Director of Front Office
• Experience managing front desk operations, night audit, room assignments, inventory, billing, VIP arrivals, and group arrivals
• Proven ability to recruit, train, coach, and develop team members and supervisors
• Experience with payroll, budgeting, and expense management
• Strong knowledge of property management systems and reporting

Responsibilities

• Lead daily operations of Front Desk, Night Audit, and Bell/Valet teams to deliver a welcoming guest experience
• Maintain a visible presence in lobby and throughout the operation
• Recruit, onboard, train, and develop Front Office team members
• Set performance expectations, provide coaching and conduct reviews
• Prepare staffing schedules based on occupancy and business needs
• Develop and manage departmental budgets and monitor payroll
• Resolve escalated guest concerns with professionalism and empathy
• Monitor guest satisfaction scores and identify actionable improvements
• Coordinate room assignments, VIP preparations, and group arrivals with Housekeeping and Engineering
• Collaborate with Sales, Reservations, and Revenue Management to optimize inventory and revenue
• Ensure accurate guest billing and adherence to cash handling policies
• Maintain departmental procedures and training for hotel systems
• Lead meetings and shift briefings; communicate guest needs and priorities
• Foster an inclusive, collaborative team environment
• Ensure compliance with timekeeping, meal/rest periods, privacy, and safety policies
• Serve as Manager on Duty as assigned
• Participate in leadership team to improve guest experience and hotel performance

Skills

Front Office Leadership

People Management

Guest Service

Budgeting

Operations

Education

Hospitality or Business degree

Tools

HMS

Reservations systems

Microsoft Excel

Job description

Galleria Park Hotel in San Francisco seeks an inspiring Director of Front Office to lead Front Desk, Night Audit, and Bell/Valet, delivering warm, personalized hospitality across a 177-room boutique property.

You will mentor team members, manage staffing and budgets, partner with Sales and Revenue, and uphold service standards to ensure memorable arrivals and departures while maintaining payroll discipline.