Position Overview

We are seeking an experienced and dynamic Director of Front Office to lead all front office operations for a full-service, branded hotel in Long Island, NY. This role is responsible for delivering exceptional guest experiences, driving operational efficiency, and leading a high-performing team in alignment with brand standards and ownership goals.

Key Responsibilities

Operational Leadership

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  Oversee all Front Office operations including Front Desk, Guest Services, Bell/Valet, PBX, and Night Audit
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  Ensure seamless daily operations with a strong focus on guest satisfaction and service excellence
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  Maintain strict adherence to brand standards (Marriott & Hilton or equivalent) and SOPs
  
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  Monitor and manage daily room inventory, overbooking strategies, and walk situations

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  Drive guest satisfaction scores (GSS/Medallia/GuestVoice) and online reputation performance
  
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  Handle VIP guests, escalated concerns, and service recovery with professionalism
  
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  Foster a culture of hospitality excellence and personalized guest service

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  Collaborate with Revenue Management and Sales to optimize ADR, occupancy, and RevPAR
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  Manage departmental budgets, payroll, and labor costs effectively
  
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  Analyze reports (STR, forecasting, front office productivity metrics) to improve performance

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  Lead, coach, and develop Front Office team members and managers
  
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  Ensure proper staffing, scheduling, and productivity standards
  
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  Conduct performance evaluations, training, and succession planning
  
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  Maintain a positive work environment aligned with company culture

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  Ensure compliance with company policies, brand standards, and local/state labor laws
  
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  Maintain safety, security, and emergency procedures
  
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  Partner with HR on employee relations, training, and policy enforcement
  

Qualifications

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  Bachelor’s degree in Hospitality Management or related field preferred
  
• 5–7+ years of progressive Front Office leadership experience, preferably in a full-service branded hotel
  
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  Strong knowledge of Marriott systems (FOSSE, MARSHA, or Opera PMS preferred)
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  Proven ability to drive guest satisfaction and operational excellence
  
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  Strong leadership, communication, and problem-solving skills
  
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  Experience managing in a high-volume, union environment preferred
  

Compensation & Benefits

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  Competitive salary (commensurate with experience)
  
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  Bonus eligibility based on performance
  
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  Comprehensive benefits package including medical, dental, vision, and 401(k)
  
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  Growth opportunities within a dynamic hospitality organization
  
• Paid Holidays & 401k