Director of Front Office - Franchise

The Director of Front Office is responsible for the overall leadership, management, and performance of all Front Office operations, including Front Desk, Guest Services, Bell Services, Concierge, and PBX/Communications. This position ensures exceptional and luxury guest satisfaction, operational efficiency, revenue optimization, and compliance with brand and company standards while fostering a culture of hospitality excellence. It is a great opportunity to build and lead a team of hospitality professionals in a high energy environment at the soon to open Signia Hilton Naples Grande Beach Resort with 474 rooms, 6 destination-worthy restaurants and bars and 88,000square feet of indoor and outdoor meeting space.

The Director of Front Office works collaboratively with all departments to deliver seamless guest experience throughout the resort while maintaining the highest standards of service, professionalism, and operational effectiveness.

Essential Functions

Leadership & Team Management

· Provide strategic leadership and direction to all Front Office team members and managers.

· Recruit, train, mentor, and develop department leaders and hourly team members.

· Conduct performance evaluations, coaching sessions, and succession planning initiatives.

· Foster a positive work environment focused on engagement, accountability, and service excellence.

· Ensure departmental staffing levels align with business demands and labor productivity goals.

Guest Experience

· Champion exceptional guest service standards and hospitality experiences.

· Personally interact with guests to ensure satisfaction and build guest loyalty.

· Resolve guest concerns promptly and professionally while empowering team members to recover service opportunities.

· Monitor guest satisfaction scores, online reviews, and guest feedback, implementing action plans for continuous improvement.

· Ensure special requests and guest preferences are communicated and executed effectively.

Operations Management

· Oversee daily operations of:

o Front Desk

o Guest Services

o Bell Services

o Concierge

o PBX/Communications

· Ensure compliance with all company, brand, and regulatory standards.

· Maintain efficient arrival and departure processes while minimizing wait times.

· Develop and maintain departmental policies, procedures, and service standards.

· Coordinate closely with Housekeeping, Engineering, Security, Recreation, Spa, and Food & Beverage departments.

· Ensure accurate room inventory management, room assignment procedures, and guest account administration.

· Maintain expert knowledge and utilization of Hilton systems including:

o OnQ Property Management System

o Hilton Honors

o GRO (Guest Relations Optimization)

o Lobby Experience Platform

o R&I (Reservations and Inventory)

o Stay Experience Platform

o LightStay

o Medallia Guest Satisfaction Platform

· Ensure all Front Office team members are properly trained and compliant with Hilton brand standards, service initiatives, and operational requirements.

Financial Management

· Develop and manage annual departmental budgets.

· Monitor labor costs, productivity metrics, and operating expenses.

· Analyze financial reports and implement strategies to improve profitability and efficiency.

· Drive room upgrade and upselling initiatives to maximize revenue opportunities.

· Ensure accurate cash handling, audit compliance, and revenue controls.

Revenue & Performance Management

· Partner with Revenue Management to maximize occupancy and room revenue.

· Monitor room inventory, overbooking strategies, and guest placement procedures.

· Analyze guest service trends and operational metrics to improve performance.

· Track and achieve departmental KPIs including:

o Guest Satisfaction Scores

o Hilton SALT/Medallia Scores

o Hilton Honors Enrollment Goals

o Upsell Revenue

o Service Recovery Metrics

o Labor Productivity

o Employee Engagement Scores

Safety & Compliance

· Ensure compliance with all federal, state, and local regulations.

· Maintain security awareness and emergency response preparedness.

· Lead departmental safety initiatives and training programs.

· Ensure adherence to cash handling, PCI compliance, Hilton brand requirements, and guest privacy standards.

• Additional Job Description

Additional Job Description

Education

· Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

Experience

· Minimum 7–10 years of progressive hotel operations experience.

· Minimum 3–5 years in a senior Front Office leadership role within a full-service hotel or resort environment.

· Experience managing large teams and guest-facing operations preferred.

· Previous Hilton brand experience strongly preferred.

Knowledge, Skills & Abilities

· Exceptional leadership and team development skills.

· Strong financial acumen and budget management experience.

· Excellent communication and interpersonal abilities.

· Advanced knowledge of Hilton operating systems, programs, and brand standards.

· Proficiency with OnQ, Hilton Honors platforms, and Microsoft Office.

· Ability to analyze data and implement operational improvements.

· Strong problem-solving and conflict-resolution skills.

· Ability to work flexible schedules that include evenings, weekends, and holidays as business demands require.

Physical Requirements

· Ability to stand and walk for extended periods.

· Ability to occasionally lift and carry up to 25 pounds.

· Ability to respond quickly to guest and operational needs throughout the property.

Core Competencies

· Leadership Excellence

· Guest-Centric Mindset

· Strategic Thinking

· Financial Management

· Team Development

· Communication & Collaboration

· Service Recovery

· Operational Excellence

· Accountability & Integrity

· Results Orientation