Front Office Leader: Guest Experience & Operations

CoralTree Hospitality Group; San Francisco, Northern (CA, KY); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Galleria Park Hotel, a CoralTree Hospitality Group property in San Francisco, seeks an inspiring Director of Front Office to lead Front Desk, Night Audit, and Bell/Valet on-site. You will drive guest satisfaction, coach a diverse team, and partner across departments to deliver exceptional service from arrival to departure.

The role requires five years of progressive hotel front office experience with management exposure, strong HMS/Excel skills, and a commitment to financial and operational

Qualifications

• Minimum five years of progressive hotel front office experience with two–three years in a management role.
• Experience managing front desk, night audit, bell/valet, inventory, and group arrivals.
• Proven ability to recruit, coach, and develop team members; fosters accountability and respect.
• Strong guest service skills, able to resolve difficult guest situations with sound judgment.
• Financial acumen in scheduling, payroll, and departmental expenses; supports revenue opportunities.
• Proficient with hotel systems HMS and reservations platforms; excellent Excel skills.

Responsibilities

• Lead daily operations of Front Desk, Night Audit, and Bell/Valet; ensure welcoming guest experiences.
• Maintain lobby presence; build relationships with guests and guide team members.
• Recruit, onboard, train, and develop Front Office staff in partnership with People Services.
• Set clear performance expectations; coach, recognize, review performance, address concerns.
• Prepare staffing schedules; manage occupancy and labor costs.
• Develop and manage departmental budgets; monitor payroll and expenses.
• Resolve escalated guest concerns with empathy; ensure timely service recovery.
• Monitor guest satisfaction and reviews; implement measurable improvements.
• Oversee room assignments, VIPs, special requests; coordinate with Housekeeping & Engineering.
• Collaborate with Sales, Reservations, and Revenue Management on inventory and upgrades.
• Ensure accurate guest billing and adherence to cash handling procedures.
• Maintain procedures and standards; train staff on systems and processes.
• Lead department meetings; communicate guest needs and priorities across shifts.
• Foster an inclusive, respectful team environment; participate in CoralTree initiatives.
• Ensure scheduling, timekeeping, privacy, and safety compliance; escalate as needed.
• Serve as Manager on Duty; respond to incidents and emergencies; document and escalate.

Skills

Front office leadership

Guest service excellence

Team development

Budgeting & payroll

Operational oversight

Communication

Problem solving

Education

Hospitality or business degree

Tools

HMS (PMS)

Excel

Job description

Galleria Park Hotel, a CoralTree Hospitality Group property in San Francisco, seeks an inspiring Director of Front Office to lead Front Desk, Night Audit, and Bell/Valet on-site. You will drive guest satisfaction, coach a diverse team, and partner across departments to deliver exceptional service from arrival to departure.

The role requires five years of progressive hotel front office experience with management exposure, strong HMS/Excel skills, and a commitment to financial and operational