Guest Experience Director — Front Office Leadership

White Lodging Services, Inc.; Indianapolis (IN); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Day 1 Medical, Dental and Vision

Paid Parental Leave

PTO with rollover

401(k) with company match

Wellness tools

Referral bonuses

Leadership development opportunities

Tuition reimbursement

Hotel discounts

Job summary

White Lodging Services, Inc. in Indianapolis is seeking a Director of Front Office to lead a team delivering exceptional guest service from check-in to departure at JW Marriott Indianapolis.

You will drive front office performance, manage engagement, adhere to brand standards, and collaborate with other departments to ensure a flawless guest experience, with a focus on staff development and operational excellence.

Qualifications

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

Communication skills

Team development

PMS/POS systems

Performance-driven

Tools

PMS

POS

Job description

White Lodging Services, Inc. in Indianapolis is seeking a Director of Front Office to lead a team delivering exceptional guest service from check-in to departure at JW Marriott Indianapolis.

You will drive front office performance, manage engagement, adhere to brand standards, and collaborate with other departments to ensure a flawless guest experience, with a focus on staff development and operational excellence.