Hotel Front Office Director: Elevate Guest Experience

Entertimeonline; New Mexico; On-site; USD 120,000 - 180,000; Full time

Job summary

Hilton Santa Fe Buffalo Thunder Resort and Casino seeks a Director of Front Office to lead guest services, registration, valet, lobby operations, and call center, ensuring service standards align with AAA Four/Five Diamond expectations.

The role drives guest satisfaction, room revenue, and operational efficiency, supervising staff, and partnering with Sales, Revenue Management and Reservations to achieve hotel objectives while fostering a culture of hospitality and accountability.

Qualifications

• High School Diploma or GED.
• Four-year college degree in Hospitality Management, Business Administration, Hotel Management, or a related field preferred.
• Previous experience managing or leading a hotel Front Office department preferred.
• Valid driver’s license required.
• Must be at least 21 years of age.

Responsibilities

• Direct all Front Office functions, including guest service, registration, room inventory, lobby operations, concierge, valet, call center, PBX and departmental administration.
• Establish and maintain Front Office policies, procedures, service standards, and operating practices consistent with hotel and company standards.
• Monitor guest feedback, service trends, satisfaction results, and operational concerns to identify opportunities for improvement.
• Develop and implement strategies to enhance the guest experience and drive long-term service quality.
• Ensure guest concerns are addressed promptly and effectively using sound judgment, discretion, and appropriate service recovery practices.
• Work collaboratively with other hotel departments to coordinate operations and resolve issues affecting the guest experience.
• Monitor Front Office payroll, staffing levels, operating expenses, and departmental costs to support profitability and budget objectives.
• Promote a culture of hospitality, accountability, professionalism, and continuous improvement throughout the Front Office.
• Drive employee engagement and retention through performance management, professional development, recognition, and career-growth opportunities.
• Serve as Manager on Duty as assigned and provide leadership and decision-making support during operational issues, emergencies, and high-occupancy periods.

Skills

Leadership

Coaching

Employee development

Communication

English proficiency

Education

High School Diploma or GED

Hospitality Management degree (preferred)

Job description

Hilton Santa Fe Buffalo Thunder Resort and Casino seeks a Director of Front Office to lead guest services, registration, valet, lobby operations, and call center, ensuring service standards align with AAA Four/Five Diamond expectations.

The role drives guest satisfaction, room revenue, and operational efficiency, supervising staff, and partnering with Sales, Revenue Management and Reservations to achieve hotel objectives while fostering a culture of hospitality and accountability.