Director of Front Office - Franchise

Job Requirements

Job Overview:

As the Director of Front Office, you will be responsible for overseeing the day-to-day operations of the front office department, including reservations, registration, bell services, telephone services, and guest accounting. You will play a critical role in ensuring the highest quality of service for our guests, maintaining operational efficiency, and driving overall guest satisfaction..

 

What You’ll Do:

• Guest Service Excellence: Ensure a seamless guest experience by managing all aspects of front office operations, addressing guest concerns, and ensuring complete satisfaction. 
• Team Leadership & Development: Recruit, hire, train, and develop front office team members. Ensure team members receive the necessary training in line with Shaner Hotels’ standards. 
• Operational Efficiency: Review daily business levels, anticipate peak periods, and proactively plan to handle busy times. Adjust staffing levels and schedules accordingly to meet guest demands while maintaining labor cost controls. 
• Training & Development: Provide training to staff on front office procedures, including Night Audit, guest registration, room availability, and more. Ensure all team members are up-to-date on procedures and have the knowledge needed to perform their jobs efficiently. 
• Report Management: Ensure that all monthly and end-of-month reports are accurately completed and submitted on time. 
• Cashiering & Financial Compliance: Oversee cashiering procedures to ensure adherence to accounting policies and Shaner Hotels’ standards. 
• Operational Support: Assist front office team members as needed, ensuring smooth operations and optimal service delivery to guests. 
• Facility Management: Monitor and maintain cleanliness, organization, and sanitation of all front office areas, ensuring a professional and welcoming environment. 
• Problem Resolution: Handle guest complaints and resolve issues promptly to ensure guest satisfaction, striving to exceed expectations. 
• Additional Duties: Perform other duties and responsibilities as assigned to support the department and company goals.

Work Experience

• A minimum of 1-3 years of front office management experience within the hospitality industry. 
• Strong ability to read and interpret safety rules, operating instructions, maintenance procedures, and company manuals. 
• Excellent communication skills, with the ability to engage with guests, management, and co-workers in a clear and professional manner. 
• High school diploma or equivalent; some college coursework preferred. 
• Bilingual in English/Spanish is a plus. 
• In-depth knowledge of local attractions and activities to assist guests in planning their stay. 
• Strong problem-solving skills and ability to think on your feet in high-pressure situations. 
• Flexibility to work weekends, holidays, and varied shifts as needed.

Benefits

• Our leadership team is dedicated to your success. As a hands-on, approachable team, we empower you to lead, make decisions, and drive change.
• You will be joining a group of passionate professionals dedicated to creating exceptional guest experiences.
• Competitive salary and bonus potential, along with excellent benefits
• We celebrate diversity and promote an inclusive, positive workplace culture where all team members are encouraged to thrive.

Disclaimer
This job posting is for a position at a hotel that is owned and operated by an independent franchisee. The franchisee controls all aspects of the hotel’s employment practices, including recruiting, hiring, salary, benefits and compensation decisions, and the collection and processing of the personal data that you provide on this website. If you accept this position, you will be employed by a franchisee and not by Hilton. You will not be eligible from compensation or benefits from Hilton. You will be eligible for compensation or benefits only as may be provided to you by the independent franchisee.