Head of Front Office & Guest Experience

BENCHMARK; Washington (District of Columbia); On-site; USD 105,000 - 110,000; Full time

Job summary

The Potomac Hotel, Autograph Collection, part of Pyramid Global Hospitality, seeks a Director of Front Office to lead all Front Office operations, drive exceptional guest service, and optimize financial performance in a luxury, full-service setting in Washington, DC.

Ideal candidates bring 5–7 years of progressive hotel operations experience, strong leadership, and proficiency with Opera PMS and Marriott standards to ensure brand alignment and guest satisfaction across all touchpoints.

Qualifications

• Bachelor's degree in Hospitality Management or related field
• Minimum 5–7 years of progressive hotel operations experience
• Experience leading Front Office in a luxury/full-service hotel preferred

Responsibilities

• Direct daily Front Office operations (Front Desk, Concierge, Bell Services, Guest Services)
• Lead a guest-first culture aligned with Autograph Collection and Marriott brand standards
• Develop budgets, monitor labor costs, and manage departmental KPIs
• Collaborate with Housekeeping, Engineering, F&B, Sales, and Revenue Management to maximize revenue and guest satisfaction

Skills

Leadership

Guest Service

Budgeting

Operational Excellence

Education

Bachelor's degree in Hospitality Management

Tools

Opera PMS

Marriott Standards

Job description

The Potomac Hotel, Autograph Collection, part of Pyramid Global Hospitality, seeks a Director of Front Office to lead all Front Office operations, drive exceptional guest service, and optimize financial performance in a luxury, full-service setting in Washington, DC.

Ideal candidates bring 5–7 years of progressive hotel operations experience, strong leadership, and proficiency with Opera PMS and Marriott standards to ensure brand alignment and guest satisfaction across all touchpoints.