The Director of Front Office leads day-to-day guest services and manages front office operations with the goal of delivering an exceptional guest experience. Working onsite in Brookfield, WI for Hotel Equities Group, LLC, you will guide front office associates, support efficient service delivery, and help ensure daily performance aligns with hotel and brand standards.
Role Overview
In this leadership position, you oversee key front office functions including check-in, check-out, reservations, room assignments, and guest requests. You will maintain service standards across the desk and lobby areas, monitor guest satisfaction, and handle concerns with appropriate judgment, urgency, and follow-through. You will also support operational and business goals by coordinating with other departments and assisting with daily front office administration.
Key Responsibilities
- Provide leadership, direction, and support to Guest Services and Front Office associates.
- Oversee daily guest services operations, including check-in, check-out, reservations, room assignments, and guest requests.
- Ensure a warm, professional, welcoming experience throughout the guest stay.
- Monitor guest satisfaction and respond promptly to questions, concerns, and service recovery opportunities.
- Resolve guest issues and complaints with appropriate judgment, urgency, and follow-through.
- Assist with training, coaching, and development of Guest Services associates to support consistent service and operational standards.
- Monitor front desk operations, lobby presentation, and guest service areas to maintain cleanliness, organization, and brand standards.
- Coordinate with Housekeeping, Maintenance, Food & Beverage, and other departments to address guest needs efficiently.
- Review and maintain accurate guest information, room status, billing, and payment details in line with hotel procedures.
- Support daily operational reports, cash handling, deposits, and other front office administrative responsibilities.
- Assist the management team in meeting guest satisfaction, revenue, service, and operational goals.
- Monitor staffing levels and assist with scheduling to ensure appropriate coverage based on business needs.
- Promote hotel amenities, services, and programs, identifying opportunities to enhance the guest experience.
- Ensure compliance with hotel policies, brand standards, safety procedures, and applicable regulations.
- Communicate important guest, operational, and maintenance information to appropriate hotel leadership and departments.
- Perform other duties as assigned.
Required Qualifications
- Previous hotel, guest services, front office, or hospitality experience required.
- Previous supervisory or leadership experience preferred.
- Strong guest-service and communication skills.
- Ability to effectively resolve guest concerns and service issues in a professional manner.
- Strong organizational, problem-solving, and time-management skills.
- Ability to lead, coach, and motivate associates in a fast-paced environment.
- Ability to work independently and as part of a team.
- Professional appearance and demeanor.
- Ability to work flexible hours, including evenings, weekends, and holidays, as needed.
Technology & Systems
The role relies on day-to-day use of property and guest service tools, including Property Management Systems (PMS) and Point-of-Sale (POS) systems, plus guest messaging and communication platforms. Experience with online travel agency (OTA) and reservation systems, Microsoft Office Suite, and mobile or handheld hotel communication tools is preferred.
Benefits
- Performance Bonus Opportunity
- Team-Driven and Values-Based Culture
- Medical, Dental & Vision Insurance
- Paid Vacation & Holidays
- 401(k) Retirement Plan
- Cell Phone Allowance
- Employee Assistance Program
- Career Growth Opportunities & Leadership Development Programs
- Reduced Hotel Rates Throughout Our Portfolio
- Life Insurance
- Flexible Spending Account (FSA)
- Paid Parental Leave
- Exclusive Third-Party Discounts (Shopping, Travel, Entertainment & More)
Physical Requirements
- Stand and walk for extended periods.
- Frequently sit, stand, bend, reach, and move throughout the hotel.
- Occasionally lift, carry, and maneuver supplies and equipment.
- Occasionally lift up to 25 pounds.
- Work in a fast-paced environment and remain professional while handling multiple priorities.
- Use computers, phones, handheld devices, and other hotel technology throughout the workday.
Compensation: USD 65,000 - 72,000 per year. Location: Brookfield, WI (onsite).
