Head of Front Office & Guest Experience

The Hospitality Tribune; Indianapolis, Northern (IN, KY); Hybride; USD 90 000 - 150 000; Plein temps

Avantages offerts par ce poste

Health insurance

Parental leave

PTO with rollover

401(k) matching

Wellness tools

Referral bonuses

Leadership development

Tuition reimbursement

Hotel discounts

Multiple hotels in market

Résumé du poste

White Lodging seeks a Director of Front Office to lead the team at JW Marriott Indianapolis, delivering exceptional guest service from check-in to departure. You will drive front office performance, manage engagement, and uphold brand standards while fostering a positive work environment across the department.

Key duties include overseeing Front Desk, PBX, Bell and Concierge operations, developing strategic plans to improve financial performance and guest satisfaction, and mentoring leadership

Qualifications

• Previous front office leadership experience, preferably 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 front office procedures.
• Proven ability to drive performance and uphold hospitality standards.

Responsabilités

• 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.

Connaissances

Front office leadership

Communication

Problem-solving

Team development

PMS/POS experience

Guest service focus

Outils

PMS systems

POS systems

Description du poste

White Lodging seeks a Director of Front Office to lead the team at JW Marriott Indianapolis, delivering exceptional guest service from check-in to departure. You will drive front office performance, manage engagement, and uphold brand standards while fostering a positive work environment across the department.

Key duties include overseeing Front Desk, PBX, Bell and Concierge operations, developing strategic plans to improve financial performance and guest satisfaction, and mentoring leadership