Director of Front Office

Le Meridien Sheraton Charlotte Hotel is seeking an experienced and strategic Director of Front Office to join our leadership team. Managed by StepStone Hospitality, this role is vital in overseeing, directing, and administering all Front Office operation. We are looking for a seasoned hospitality 

*Hotel or hospitality industry experience strongly preferred *

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

• Analyzes service issues and identifies trends. Makes and executes the necessary decisions to keep property moving forward toward achievement of goals

• Oversee the daily operations of the front office department.

• Ensure exceptional guest service is consistently delivered.

• Manage front office staff, including hiring, training, and scheduling.

• Implement and monitor policies and procedures to maintain efficiency.

• Coordinate with other departments to facilitate smooth operations.

• Handle guest complaints and resolve issues promptly and professionally.

• Maintain occupancy and room rates to optimize revenue.

• Prepare and manage the department budget.

• Conduct regular staff meetings and performance evaluations.

• Ensure compliance with health and safety regulations.

• Monitor key performance metrics and develop improvement strategies.

• Oversee inventory management for front office supplies.

• Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Demonstrates and communicates key drivers of guest satisfaction for the brand’s target customer.

• Analyzes service issues and identifies trends.

• Makes and executes the necessary decisions to keep property moving forward toward achievement of goals.

• Works with Rooms management team to develop an operational strategy that is aligned with the brand’s business strategy and leads its execution.

• Reviews reports and financial statements to determine Rooms operations performance against budget.

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

• Reviews reports and financial statements to determine Rooms operations performance against budget.

• Coaches and supports operations team to effectively manage occupancy & rate, wages and controllable expenses.

• Reviews the Wage Progress Report and compares budgeted wages to actual wages, coaching direct reports to address problem areas and holding team accountable for results.

• Champions the brand’s service vision for product and service delivery and ensures alignment amongst the Rooms leadership teams.

Participate in the Executive committee including sharing and communicating knowledge and by attending weekly or monthly meetings.

• At least 5-10 years of related experience in a hotel front office. 

· Must have a comprehensive knowledge of all hotel departments and functions.

· Must have a comprehensive knowledge applicable Federal, state, and local health, safety, and legal regulations.

· Must have exceptional mathematical and computer skills.

· College education and relevant training and experience required. Additional education preferred.

· Ability to timely obtain any required licenses or certificates.

· CPR training and first aid training preferred.

· Additional language ability preferred.

· Occasional travel required.

Software Experience Preferred:

Hotel booking software, Marriott pref. 

EOE - All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.