Guest Experience Director - Front Office Excellence

HHM Hotels; Fort Lauderdale (FL); On-site; USD 100,000 - 140,000; Full time

Job summary

HHM Hotels in Fort Lauderdale seeks a Director of Guest Service to lead the front office team, ensuring flawless arrivals, departures and personalized guest experiences while managing within budget and established service standards.

The role emphasizes staff coaching, budget participation, service recovery, and continuous focus on guest satisfaction scores, with growth potential to higher leadership roles within the brand.

Qualifications

• 5 to 10 years’ experience in a similar hotel, with a minimum of 3 years in a director level role.
• Associate or Bachelor’s degree preferred.

Responsibilities

• Interview, select, train, schedule, coach, and support associates, ensuring brand standards and HHM core values.
• Supervise assigned managers and provide guidance to achieve front office performance objectives.
• Monitor guest satisfaction scores and drive improvements while celebrating successes.
• Manage staffing levels in line with budget and occupancy forecasts, optimizing labor dollars.
• Review guest correspondence and incident logs, guiding staff on service recovery.
• Ensure front office staff comply with accounting controls in guest transactions.
• Host daily pre-shift meetings to align on arrivals, departures and group needs.
• Participate in budget-related meetings and capital items approvals.
• Support EarthView sustainability practices and safety standards.

Skills

Leadership

Front office management

Budgeting

Education

Bachelor’s degree preferred

Job description

HHM Hotels in Fort Lauderdale seeks a Director of Guest Service to lead the front office team, ensuring flawless arrivals, departures and personalized guest experiences while managing within budget and established service standards.

The role emphasizes staff coaching, budget participation, service recovery, and continuous focus on guest satisfaction scores, with growth potential to higher leadership roles within the brand.