DescriptionAdditional Information: This hotel is owned and operated by an independent franchisee, Pyramid Global Hospitality. The franchisee is a separate company and a separate employer from Marriott International, Inc. The franchisee solely controls all aspects of the hotel’s employment policies and practices, including hiring, firing, discipline, staffing, compensation, benefits, and all other terms and conditions of employment. If you accept a position at this hotel, you will be employed by a franchisee and not by Marriott International, Inc.
The Potomac Hotel is managed by Pyramid Global Hospitality, a leading hospitality management company with a diverse portfolio of hotels, resorts, and conference centers. Through a culture centered on People First, Integrity, and Excellence, Pyramid is committed to creating an environment where associates are respected, supported, empowered to grow, and given opportunities to make a meaningful impact.
Position Summary
The Director of Front Office is responsible for leading all Front Office operations to ensure exceptional guest service, operational efficiency, and financial performance. This position oversees the Front Desk, Guest Services, Concierge, Bell Services, Transportation Services and PBX/Guest Communications. The Director of Front Office serves as a key member of the hotel leadership team, ensuring the highest standards of guest satisfaction, employee engagement, and brand compliance.
The successful candidate will drive service excellence, foster a culture of hospitality, and collaborate with all hotel departments to create memorable guest experiences while achieving operational and revenue goals.
Essential Duties and Responsibilities
Guest Experience & Service Excellence
Champion a guest-first culture consistent with Autograph Collection and Marriott brand standards.
Ensure exceptional guest service at all touchpoints from arrival through departure.
Resolve guest concerns promptly and professionally, maintaining high guest satisfaction scores.
Monitor online reviews, guest feedback, and service recovery opportunities.
Maintain a visible presence in the lobby and public areas during peak business periods.
Operational Leadership
Direct daily Front Office operations, including Front Desk, Concierge, Bell Services, Valet coordination, and Guest Services.
Ensure adherence to all hotel policies, procedures, and brand standards.
Develop and implement operational improvements to enhance service delivery and efficiency.
Maintain appropriate staffing levels based on occupancy forecasts and business demand.
Oversee room inventory management and work closely with Reservations, Revenue Management, and Housekeeping to maximize room utilization.
Financial Management
Prepare and manage departmental budgets.
Monitor labor costs and productivity standards.
Analyze operating reports and implement corrective action plans when necessary.
Support revenue optimization initiatives through upselling and guest engagement programs.
Ensure accurate cash handling and internal control procedures.
Leadership & Team Development
Recruit, interview, hire, train, coach, and develop Front Office team members.
Conduct performance evaluations and provide ongoing feedback.
Promote employee engagement, recognition, and career development opportunities.
Foster a positive and inclusive work environment.
Ensure compliance with company policies, labor agreements, and applicable employment laws.
Safety & Compliance
Ensure compliance with all federal, state, and local regulations.
Maintain safe working conditions and support workplace safety initiatives.
Ensure proper handling of guest information and compliance with privacy standards.
Respond effectively to emergencies, security incidents, and operational disruptions.
Collaboration
Partner closely with Housekeeping, Engineering, Food & Beverage, Security, Sales, and Revenue Management.
Participate in executive meetings and strategic planning initiatives.
Support special events, VIP arrivals, and high-profile guest experiences.
Education & Experience
Bachelor's degree in Hospitality Management, Business Administration, or a related field preferred.
Minimum 5-7 years of progressive hotel operations experience.
Minimum 3 years in a senior Front Office leadership role within a full-service or luxury hotel environment.
Marriott brand experience strongly preferred.
Union environment experience preferred.
This company is an equal opportunity employer.
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