About the Role
Proper Hospitality is seeking an experienced and dynamic Director of Front Office to lead all front office operations and elevate the guest experience to exceptional standards. This senior leadership role oversees the Front Desk, Concierge, Guest Services, and Bell teams, ensuring seamless operations, personalized service, and alignment with brand standards.
The ideal candidate is a strategic leader with a passion for hospitality, strong operational expertise, and a proven ability to inspire teams while delivering outstanding guest satisfaction and financial performance.
Key Responsibilities
Leadership & Team Development
Lead, mentor, and inspire a high-performing Front Office team
Foster a positive, service-driven culture focused on excellence and accountability
Oversee hiring, onboarding, training, and ongoing development of team members
Conduct performance evaluations and provide coaching to drive continuous improvement
Guest Experience
Ensure a seamless, personalized guest journey from arrival through departure
Anticipate guest needs and resolve concerns promptly and professionally
Partner with Concierge to deliver elevated, memorable experiences, including VIP services
Drive initiatives that enhance guest satisfaction and loyalty
Operations & Efficiency
Oversee daily front office operations, including check-in/check-out, reservations, and room assignments
Optimize staffing levels and workflows to balance service excellence with cost efficiency
Analyze performance metrics (guest feedback, occupancy, revenue) to identify opportunities for improvement
Implement best practices to streamline operations and enhance service delivery
Revenue & Inventory Management
Collaborate with Revenue Management and Sales teams to maximize occupancy and rate strategies
Oversee room inventory and allocation to optimize revenue
Drive upselling and cross-selling initiatives across rooms and services
Collaboration & Communication
Partner with Housekeeping, Engineering, Food & Beverage, and Sales to ensure seamless operations
Lead regular departmental meetings to align on priorities, events, and guest needs
Serve as a key liaison between Front Office and senior leadership
Compliance & Systems
Ensure adherence to brand standards, company policies, and safety regulations
Oversee proper use of Property Management Systems (PMS) and other technologies
Partner with IT to maintain system functionality and security
Conduct audits to ensure operational and financial compliance
Qualifications
Bachelor's degree in Hospitality Management, Business Administration, or related field
5-7+ years of progressive hotel operations experience
Minimum 3 years in a Front Office leadership role
Strong knowledge of front office systems, PMS platforms, and revenue management tools
Proven experience managing budgets, forecasting, and operational performance
Skills & Competencies
Exceptional leadership and team development skills
Strong communication and interpersonal abilities
Strategic thinker with strong problem-solving skills
Guest-focused mindset with a commitment to service excellence
Ability to thrive in a fast-paced, high-pressure environment
Why Join Proper Hospitality?
At Proper Hospitality, we believe hospitality is about creating meaningful experiences-for our guests and our people. We are committed to building one of the best places to work in hospitality, where creativity, excellence, and authenticity thrive.
Guided by our core pillars-Care Proper, Achieve Proper, Imagine Proper, and Present Proper-we invest in our team's growth, wellbeing, and success. Joining Proper means being part of a culture that values individuality, collaboration, and purpose.
Equal Opportunity Employer
Proper Hospitality is an equal opportunity employer committed to inclusive hiring practices.
If you want, I can tailor this for a specific property, make it more luxury-focused, or adjust tone (more corporate vs lifestyle brand).