Director of Front Office

Grow with us...
Life at Starwood Hotels is based on a simple idea: the world is beautiful and we want to keep it that way. But we can’t do it alone. That’s why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.
Grow with us...
Come grow with a company where purpose and possibility meet. Starwood Hotels is home to some of the most dynamic brands in the world. We exist to improve the planet—one hotel at a time—and we’re defined by impact, purpose, and a deep respect for the world around us. (And yes, we even compost our bad ideas.).
About Us:
1 Hotels is mission-driven and a platform for change, celebrating nature in every decision we make. From how guests arrive to how they sleep, eat, relax, interact, and depart, our commitment to sustainability, innovative design, and a harmonious connection with nature is unwavering.
1 HOTELS IS...
Natural. Nature guides everything we do.
Modern. Of the time, with an eye on the past and a foot in the future.
Conscious. Mindful of how our hotels are created and how our guests are treated.
Discovery. Explorations of surrounding locales.
Imperfect. Still evolving — we don’t have all the answers.
Committed. Bettering ourselves and bettering the industry.
1 Hotels invites guests to live in rhythm with nature—offering spaces that restore, inspire, and come alive from day to night, where sustainability, wellness, and social energy exist in thoughtful balance.
Position Overview...
The Director of Front Office is responsible for all front office functions and staff. Areas of responsibility include Guest Services (Bell/Door Attendants), Front Desk, Concierge, and Call Center (Hive). As a department head, directs and works with leaders and team members to successfully execute all front office operations, including guest arrival and departure procedures. Strives to continually improve guest and employee engagement and maximize the financial performance of the department.
GENERAL DUTIES:
Provide inspirational leadership to enliven the 1 Hotels Vision, Mission and Compass; deliver on Our Promise, provide Good-Natured Service and uphold our Brand Pillars.
Utilizes interpersonal and communication skills to lead, influence and encourage others; advocates sound financial/business decision making; demonstrates honesty/integrity; leads by example.
Encourages and builds mutual trust, respect and cooperation among team members.
Serves as a role model to demonstrate appropriate behaviors.
Supervises and manages employees. Manages all day-to-day operations. Understands employee positions well enough to perform duties in team members’ absence.
Establishes and maintains open, collaborative relationships with team members and ensures employees do the same within the team.
Ensures recognition of employees is taking place across areas of responsibility.
Communicates performance expectations in accordance with job descriptions for each position and monitors progress.
Celebrates successes and publicly recognizes the contributions of team members.
Achieves and exceeds goals including performance goals, budget goals, team goals, etc.
Manages day-to-day operations, ensuring the quality, standards and meeting the expectations of the customers on a daily basis.
Develops specific goals and plans to prioritize, organize and accomplish your work.
Keeps the Front Office team focused on the critical components of operations to drive guest engagement and the desired financial results.
Reviews staffing levels to ensure that guest service, operational needs and financial objectives are achieved.
Understands the impact of Front Office operations on the Rooms area and overall property financial goals.
Manages department controllable expenses to achieve or exceed budgeted goals.
Ensures compliance with all Front Office policies, standards, and procedures.
Ensures property policies are administered fairly and consistently, disciplinary procedures and documentation are completed according to Standard Operating Procedures.
Provides services that are above and beyond for customer engagement and retention.
Improves service by communicating and assisting individuals to understand guest needs, providing guidance, feedback and individual coaching when needed.
Supervises and manages employees. Managing all day-to-day operations. Understanding team member positions well enough to perform duties in team members’ absence.
Acts as a champion for service for the department and creates a positive atmosphere for guest relations.
Displays leadership in guest hospitality, exemplifies excellent guest service, and crates a positive atmosphere for guest relations.
Strives to improve service performance.
Empower team members to provide excellent customer service.
Ensures that all Front Office areas have an atmosphere that is conducive to the overall guest experience.
Reviews guest comments, guest satisfaction results and other data to identify areas for improvement.
Responds to and handles guest problems and complaints.
Observes service behaviors of employees and provides feedback to individuals and/or managers.
Ensure proper controls are in place and polices are established and followed by all team members.
Establish and maintain open, collaborative relationships and ensure direct reports do the same.
Identify the developmental needs of others and provide opportunities for growth and development to maximize talent.
Ensure regular, ongoing communication occurs (e.g. daily rallies, divisional/departmental meetings, attendance at regular and ad hoc hotel meetings).
Recruit and select talented leaders and team members who will enhance the 1 Hotels culture and demonstrate functional expertise; ensuring staffing levels are appropriate to meet business demands.
Create a learning atmosphere with a focus on continuous improvement.
Provide guidance and direction to subordinates through coaching, counseling, mentoring, and reviewing performance.
Utilize interpersonal and communication skills to lead, influence and inspire others; advocate sound business decisions; demonstrate honesty and integrity; lead by example.
Build and maintain an organizational culture that maximizes employee engagement and attracts top talent. Ensure the environment of the department emphasizes motivation, empowerment, team work, continuous improvement and a passion for providing service. Encourage and build mutual trust, respect and cooperation among team members.