Director of Front Office

About Us

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

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Overview

What You'll Do

As Director of Front Office, you will lead all Front Office and Guest Services operations while ensuring exceptional guest experiences, strong financial performance, and alignment with Marriott brand standards.

Key responsibilities include:

• Leading daily Front Office and Guest Services operations.
• Creating a guest focused culture that delivers warm, personalized service.
• Driving Guest Satisfaction Scores (GSS), loyalty metrics, and online reputation performance.
• Coaching, developing, and holding leaders and associates accountable.
• Partnering with Housekeeping, Engineering, Food & Beverage, Sales, and Finance to ensure seamless hotel operations.
• Managing labor, scheduling, payroll, productivity, and departmental expenses.
• Leading service recovery efforts and resolving guest concerns professionally and effectively.
• Supporting VIP arrivals, group business, and special events.
• Preparing the department for quality assurance inspections, audits, and brand evaluations.
• Building a culture of teamwork, urgency, professionalism, and continuous improvement.
  

What Success Looks Like

Success in this role means:

• Guests consistently receive exceptional service.
• Front Office leaders and associates operate with confidence and accountability.
• Guest concerns are resolved quickly and professionally.
• GSS and guest loyalty metrics improve.
• Teams collaborate effectively across departments.
• Associates feel supported, engaged, and developed.
• The Front Office operates efficiently while maintaining high service standards.
  

The ideal candidate:

• Leads by example and maintains a strong operational presence.
• Is highly guest focused and passionate about hospitality.
• Balances service excellence with business and financial goals.
• Communicates clearly and professionally.
• Is comfortable coaching, developing, and holding teams accountable.
• Thrives in a fast paced, full service hotel environment.
• Understands that great guest experiences begin with great associate experiences.
• Embraces change and can successfully lead teams through periods of transformation.
  

ESSENTIAL FUNCTIONS

Leadership & Team Development

• Recruit, interview, hire, train, supervise, evaluate, and develop Front Office team members.
• Conduct regular coaching and performance conversations.
• Administer progressive discipline and performance management when necessary.
• Create development opportunities and succession plans for future leaders.
• Foster a culture of accountability, engagement, and continuous improvement.
  

Guest Experience

• Ensure exceptional guest service throughout all stages of the guest journey.
• Personally assist with VIP arrivals, service recovery, and guest escalations.
• Review guest surveys, online reviews, and feedback trends and implement action plans as needed.
• Ensure team members consistently deliver Marriott service standards.
• Promote personalized service and guest recognition initiatives.
  

Operations

• Oversee all Front Office and Guest Services functions.
• Maintain strong communication with Housekeeping, Engineering, Sales, Revenue Management, and Food & Beverage.
• Monitor room inventory, arrivals, departures, and guest requests.
• Support group business and special event execution.
• Ensure operational standards and procedures are consistently followed.
  

Financial & Administrative Responsibilities

• Manage payroll, labor productivity, scheduling, and departmental expenses.
• Monitor staffing levels based on business demands.
• Support budgeting and forecasting efforts.
• Review operational reports and identify opportunities for improvement.
• Ensure compliance with company policies and financial controls.
  

Quality Assurance & Compliance

• Ensure compliance with Marriott brand standards and company expectations.
• Prepare the department for audits, inspections, and quality assurance evaluations.
• Maintain compliance with all applicable laws, regulations, and company policies.
• Participate in leadership meetings, training programs, and company initiatives.
  

QUALIFICATIONS

Required

• High school diploma or equivalent.
• Minimum three years of Front Office management experience.
• Minimum two years of department head experience.
• Strong leadership, communication, and problem solving skills.
• Ability to work in a fast paced hospitality environment.
• Strong guest service and service recovery skills.
  

Preferred

• Bachelor's degree.
• Full service hotel experience.
• Marriott experience.
• Experience improving guest satisfaction metrics and operational performance.
• Experience leading large operational teams.
• Experience coaching and developing leaders.
• Experience leading teams in a unionized hotel environment preferred.
• Working knowledge of collective bargaining agreements, labor relations, and progressive discipline practices preferred.
  

Knowledge, Skills & Abilities

• Strong leadership and coaching abilities.
• Excellent interpersonal and communication skills.
• Ability to build trust and credibility with guests, associates, and leaders.
• Strong organizational and time management skills.
• Ability to analyze operational data and implement solutions.
• Ability to manage multiple priorities simultaneously.
• Strong financial and labor management understanding.
• Commitment to service excellence and continuous improvement.
• Ability to stand and walk for extended periods.
• Ability to move throughout all areas of the hotel.
• Ability to occasionally lift up to 25 pounds with or without reasonable accommodation.
  

Why Join Marriott La Jolla?

We are in an exciting period of growth, transformation, and cultural renewal. This is an opportunity to make a meaningful impact, develop future leaders, elevate the guest experience, and help shape the future of one of San Diego's premier Marriott properties.

At Marriott La Jolla, our commitment is simple:

Wonderful Hospitality, Always!

HEI Hotels & Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Compensation

Benefits

HEI Hotels and Resorts is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.