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About the Role
The Director of Front Office will oversee Front Desk, Night Audit, and Bell/Valet operations, ensuring a seamless and memorable guest experience. This leader will develop and support team members, strengthen service standards, manage departmental performance, and collaborate across the hotel to anticipate guest needs and deliver thoughtful solutions.
Responsibilities
- Lead daily operations of Front Desk, Night Audit, and Bell/Valet teams, ensuring efficient service and a welcoming guest experience.
- Maintain a visible presence in the lobby and throughout the operation, building guest relationships and supporting team members.
- Recruit, onboard, train, and develop Front Office team members, supporting retention and growth opportunities.
- Establish clear performance expectations, provide coaching and recognition, conduct performance reviews, and address concerns.
- Prepare staffing schedules based on occupancy, arrival/departure patterns, and business needs, managing coverage and labor costs.
- Develop and manage departmental budgets, monitor payroll and operating expenses, and meet financial and operational goals.
- Resolve escalated guest concerns with professionalism, empathy, and sound judgment, ensuring follow-up and service recovery.
- Monitor guest satisfaction scores, online reviews, and service trends to identify and implement improvements.
- Oversee room assignments, VIP preparations, special requests, and group arrivals, coordinating with Housekeeping and Engineering.
- Partner with Sales, Reservations, and Revenue Management to maintain room inventory, manage group blocks, and support revenue opportunities.
- Ensure accurate guest billing and adherence to procedures for cash handling, payment authorization, and night audit.
- Establish, maintain, and reinforce departmental procedures and service standards, ensuring team members are trained on hotel systems.
- Lead departmental meetings and shift briefings, ensuring clear communication between shifts.
- Foster a respectful, inclusive team environment through consistent communication, fair treatment, and recognition.
- Ensure departmental practices follow hotel policies for timekeeping, meal/rest periods, guest privacy, and workplace safety.
- Serve as Manager on Duty as assigned, responding to operational concerns and emergencies.
- Participate actively in the hotel’s leadership team, collaborate across departments, and take ownership of initiatives.
Requirements
- At least five years of progressive hotel front office experience.
- Two to three years in a management role (e.g., Front Office Manager, Assistant Director of Front Office).
- Experience managing front desk operations, night audit, room assignments, inventory, billing, VIP arrivals, and group arrivals.
- Experience overseeing bell and valet services is valuable.
- Demonstrated ability to recruit, train, coach, and develop team members and supervisors.
- Ability to address performance concerns and build a culture of accountability, recognition, and respect.
- Proven ability to resolve difficult guest situations and exercise sound judgment about compensation.
- Ability to use guest feedback to improve service.
- Experience preparing schedules based on occupancy and business needs.
- Experience managing payroll and departmental expenses.
- Experience explaining budget variances.
- Experience supporting room upgrades and other revenue opportunities.
- Strong working knowledge of property management systems (HMS preferred), reservations platforms, and Microsoft Excel.
- Ability to review reports and identify discrepancies.
- Clear written and verbal communication skills.
- Reliable follow-through.
- Experience partnering with Housekeeping, Engineering, Sales, Revenue Management, Finance, and People Services.
- Ability to manage incidents calmly, protect guest information, and follow emergency procedures.
- Ability to recognize when an issue needs escalation.
- Ability to work fully on site, maintain regular visibility, and work evenings, weekends, and holidays as business needs require.
- Working knowledge of California and San Francisco requirements affecting scheduling, timekeeping, and team supervision.
- Previous boutique or lifestyle hotel experience is preferred.
- Knowledge of the San Francisco market is preferred.
- A degree in hospitality or business is preferred.
- Equivalent professional experience will be considered in place of a degree.
Skills
- Front Desk Operations
- Night Audit
- Bell/Valet Services
- People Leadership
- Guest Service
- Service Recovery
- Financial Management
- Budget Management
- Scheduling
- Payroll Management
- Expense Management
- Revenue Management
- Property Management Systems (HMS preferred)
- Reservations Platforms
- Microsoft Excel
- Communication
- Collaboration
- Problem-Solving
- Leadership
- Team Development
- Conflict Resolution
- Time Management
Location
- San Francisco, CA
Work Type
- On-site
- Full-time
Experience Level
- 5+ years hotel front office experience
- 2-3 years management experience
Education Level
- Degree in hospitality or business preferred
- Equivalent professional experience considered
About the Company
- Galleria Park Hotel is a 177-room boutique hotel located where San Francisco’s Financial District meets Union Square.
- The hotel combines historic charm, distinctive style, and warm, personalized hospitality.
- Galleria Park Hotel was CoralTree Hospitality’s 2025 Property of the Year and a recipient of the 2026 Tripadvisor Travelers’ Choice Award.