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About the Role
The Director of Front Office leads daily front office operations and sets the standard for how guests are welcomed, supported, and cared for throughout their stay. This role requires a visible, hands-on leader who can develop a large front office team, establish clear expectations, strengthen systems proficiency, and deliver an exceptional guest experience.
Responsibilities
- Own the front office guest experience, from pre-arrival planning through departure.
- Maintain a visible leadership presence in the lobby and at the front desk, especially during peak periods.
- Model Marriott service standards and ensure associates deliver a warm, professional, and efficient welcome.
- Personally address escalated guest concerns and ensure timely resolution and follow-through.
- Review guest feedback and Marriott guest satisfaction results to identify recurring issues, coach the team, and implement improvements.
- Ensure Marriott Bonvoy recognition and applicable benefits are delivered accurately and consistently.
- Build a team culture that anticipates guest needs and takes ownership of resolving concerns.
- Lead, coach, and develop a large front office team, including assistant managers, supervisors, and guest service associates.
- Establish clear expectations for service, productivity, attendance, professionalism, and operational accuracy.
- Ensure managers and supervisors actively lead their shifts, support associates, and address performance concerns.
- Conduct regular team briefings, coaching conversations, and performance reviews.
- Partner with Human Resources on recruiting, onboarding, development, and appropriate corrective action.
- Build schedules that reflect occupancy, arrival patterns, airline business, group activity, and service needs.
- Foster a respectful environment with clear communication, consistent standards, and shared accountability.
- Serve as a knowledgeable resource for Marriott front office systems and the property’s PMS.
- Ensure associates can confidently complete reservations, check-in, check-out, room assignments, payment processing, billing, and guest profile updates.
- Identify systems knowledge gaps and provide practical training, reinforcement, and competency checks.
- Maintain accurate reservation information, room status, guest records, folios, and shift documentation.
- Establish reliable shift handoffs so unresolved concerns, special requests, billing issues, and operational priorities carry through to completion.
- Coordinate with IT and appropriate support teams when systems issues arise, maintaining service continuity and verifying resolution.
- Ensure adherence to Marriott brand standards and hotel operating procedures.
- Direct arrival and departure planning for a 619-room hotel with significant airline crew and group business.
- Coordinate room readiness with Housekeeping and room availability with Revenue Management.
- Anticipate demand peaks, staffing needs, special requests, and operational challenges.
- Maintain effective communication with airline contacts and internal teams to support accurate crew accommodations and billing.
- Oversee room inventory execution, discrepancies, and oversell situations in coordination with relevant leaders.
- Ensure front office decisions support both guest satisfaction and hotel performance.
- Oversee cash handling, credit procedures, billing accuracy, adjustments, and related controls.
- Monitor labor and departmental expenses while maintaining appropriate service coverage.
- Ensure billing discrepancies are investigated and resolved promptly.
- Partner with other department leaders to address recurring service breakdowns and improve coordination.
- Serve as Manager on Duty as assigned and lead appropriate responses to guest incidents and operational emergencies.
Requirements
- HOTEL EXPERIENCE AN ABSOLUTE MUST NO EXCEPTIONS.
- Prior Marriott experience and strong knowledge of Marriott front office systems are required.
- Candidates must bring hotel leadership experience that aligns with the size, pace, and complexity of this property.
- Prior Marriott hotel experience is required.
- Strong working knowledge of Marriott front office systems and hotel property management systems is required.
- Demonstrated front office management experience in a large, full-service hotel, with responsibility for a substantial team.
- Proven ability to lead through managers and supervisors while remaining actively involved in daily operations.
- A record of improving guest satisfaction, strengthening service recovery, and developing associate capability.
- Strong understanding of room inventory, reservations, billing, payment controls, staffing, and shift management.
- Excellent judgment, communication, organization, and follow-through.
- Ability to remain calm, make sound decisions, and lead effectively during high-volume periods.
- Availability to work fully on-site, with a schedule that includes evenings, weekends, and holidays as operational needs require.
- Leadership experience at a hotel of comparable size and operational complexity.
- Experience managing airline crew accommodations and large group movements.
- Experience leading in a union environment.
- Demonstrated success rebuilding training, improving systems proficiency, and strengthening front office accountability.
- Submit your resume with “Director of Front Office — Marriott Long Island” in the subject line.
- Your resume must clearly identify: Marriott brands and properties where you have worked.
- Number of rooms and full-service scope of properties managed.
- Size of the front office teams you have led.
- Marriott systems and PMS platforms you have used.
- Results achieved in guest satisfaction, team development, or operational improvement.
Skills
- Marriott brand experience highly desirable.
- Strong knowledge of Marriott front office systems
- Hotel property management systems
- Guest satisfaction improvement
- Service recovery
- Associate development
- Room inventory management
- Reservations management
- Billing controls
- Payment controls
- Staffing management
- Shift management
- Judgment
- Communication
- Organization
- Follow-through
- Leadership during high-volume periods
- Systems proficiency
- Front office accountability
Location
- Uniondale, NY
Work Type
- Full-Time
- Fully On-Site
Experience Level
- Director
Salary/Compensations
- 80k-90k DOE
About the Company
- Marriott Long Island is seeking an experienced Director of Front Office to lead front office operations at our 619-room, full-service hotel.
Equal Opportunity
- Marriott Long Island is an equal opportunity employer.