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About the Role

The Director of Front Office provides strategic leadership and operational oversight for the Front Office Division, aiming for exceptional guest experiences aligned with luxury hospitality standards. This role manages key departments including Front Desk, Guest Services, and Bell Services, and collaborates with various hotel departments to ensure seamless service delivery and maximize guest satisfaction.

Responsibilities

• Champion Forbes Five-Star, AAA Five Diamond, and Taj luxury service standards.
• Ensure personalized recognition and seamless experiences for VIPs and key guests.
• Oversee arrivals, departures, room assignments, and guest preferences.
• Lead guest recovery efforts and resolve guest concerns.
• Monitor guest satisfaction scores and implement improvement action plans.
• Ensure flawless execution of guest benefits for preferred partner programs.
• Direct daily operations of Front Desk, Guest Services, Bell & Door Services, Guest Relations, and Telephone Operations.
• Maintain effective room inventory management and collaborate with Reservations and Housekeeping.
• Lead daily operations meetings and departmental briefings.
• Ensure compliance with operating procedures, service standards, and audit requirements.
• Ensure compliance with Forbes Five-Star, AAA Five Diamond, IHCL brand standards, company policies, and regulations.
• Conduct routine audits of guest recognition programs and operational standards.
• Drive departmental training and corrective action plans.
• Partner with Security and hotel leadership to maintain a safe and secure environment.
• Support emergency preparedness and crisis management initiatives.
• Recruit, train, coach, and develop Front Office leaders and colleagues.
• Foster a culture of accountability, engagement, professionalism, and service excellence.
• Conduct performance evaluations, career development discussions, and succession planning.
• Lead by example and promote a positive and inclusive work environment.
• Manage departmental budgets, labor costs, and productivity targets.
• Support revenue optimization strategies through effective inventory management.
• Monitor departmental expenses and identify opportunities for efficiency.
• Collaborate with Revenue Management and Reservations to maximize guest satisfaction.
• Collaborate closely with Housekeeping, Engineering, Security, Sales, Catering, and Revenue Management.
• Participate in strategic planning, renovation projects, and technology initiatives.
• Support planning and execution for major events and high-profile visits.

Requirements

• Bachelor’s degree in hospitality management or related field preferred.
• Minimum 7-10 years of progressive luxury hotel experience, including senior Front Office leadership positions.
• Strong knowledge of Opera PMS and hotel operating systems.
• Experience within Forbes Five-Star and AAA Five Diamond environments preferred.
• Proven leadership experience in a luxury hotel setting.
• Excellent communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a fast-paced, guest-focused environment.

Skills

• Hospitality Management
• Front Office Operations
• Guest Services
• Leadership
• Team Development
• Budget Management
• Revenue Optimization
• Opera PMS
• Communication Skills
• Organizational Skills
• Problem-Solving Skills

Location

• Not specified

Work Type

• Not specified

Experience Level

• 7-10 years
• Senior Leadership

Education Level

• Bachelor's degree preferred

Salary/Compensations

• Not specified

Benefits

• Not specified

About the Company

• Taj luxury service standards
• IHCL brand standards

Equal Opportunity

• Not specified