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Director of Front Office

Chateau Marmont
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California, USA
Aug 13, 2026
Admin-Clerical Executive Hospitality-Hotel

Job Description

Job Description


Director of Front Office Job Description


Reporting to: Hotel Manager


Summary of Position: The Director of Front Office will be responsible for coordinating the provision of world-class front office service to hotel guests. Directs the Guest Attaché Team. Ensures prompt and complete satisfaction of guest requests in a professional and timely resolution of guest complaints. Maintains accurate occupancy data and assists in maximizing daily rooms revenue through the application of effective yield management sales strategies.

Summary of Essential Functions:

  • Works with Guest Attaché Team, Front Office Management, Sales & Revenue Management, and Valet leadership to ensure highest level of service, efficient operations and compliance.
  • Oversees the satisfaction of all guest requests and the resolution of all complaints received by all listed departments.
  • Monitors, reconciles and communicates accurate occupancy information to all hotel departments.
  • Assist all Department Managers in ensuring high level of guest satisfaction and ensure all complaints are addressed appropriately and logged into ALICE.
  • Acts as the hotels OPERA and ALICE champion.
  • Monitors department efficiency and praises or holds staff accountable for performance.
  • Monitors and manages labor in all areas.
  • Mentors and develops Managers and Staff and helps them identify career paths.
  • Works closely with other department heads for any needs in any of the Front Office areas.
  • Supervises new-hires and continuing training in all listed areas.
  • Works with Director of Sales to determine room rates based on occupancy and revenue goals.
  • Monitors through the Front Office Manager, cashier accuracy and over and short data, taking action and providing additional training as necessary.
  • Ensures Credit Limit report is monitored on a daily basis, ensuring timely payment on accounts.
  • Evaluates changes in guest needs, the hotel’s guest mix, and industry and competitive trends to recommend appropriate product/service and operational changes to be made to ensure guest and employee satisfaction, and exceptional financial returns.
  • Interacts frequently with guests to ensure total satisfaction with hotel services.
  • Recruits and interviews all Butlers and Guest Relations Executive Team members. Final approval from Executive Leadership.
  • Oversees training of all Front Office area employees.
  • Evaluates individual Manager performance, determining improvement and training needs and advancement requirements.
  • Plans in advance for special events and ensures execution of plan.
  • Supervises Front Desk preparation for all sold-out nights.
  • Assists in investigating all cashier overages or shortages as reported by Controller and Director of Finance.
  • Evaluates department operations and recommends changes to improve department efficiency, effectiveness and guest satisfaction.
  • Sets goals for Front Office Department Manager.
  • Attends pre-con meetings when held.
  • Maintains clean and excellent condition of lobby, Front Desk, and Back Office.
  • Ensures each department operates with sufficient inventories of office supplies.
  • Ensures the provision of all appropriate information and collateral materials to guests.
  • Ensures accurate communication of information to guest regarding all hotel operating hours.
  • Attends and participates in departmental meetings for all Front Office Areas.
  • Ability to make decisions on imperfect information.
  • Agility in multi-tasking.
  • Bias toward action.
  • Decisiveness.
  • Other duties as assigned by Hotel Manager.

Guest Relations:

  • Applies excellent guest relations skills when interacting with guests.
  • Interacts with guests in a friendly and professional manner.
  • Anticipates guest needs, demonstrating discretion and a sense of urgency, ensuring complete guest satisfaction, encouraging guests to return and make the Chateau their home away from home.
  • Familiar and knowledgeable about the hotel and able to explain the locations and operating hours of hotel facilities.
  • Responds to all guest requests for information and services in a timely manner.
  • Treats guests and colleagues with courtesy and respect.
  • Consistently maintains a positive attitude that ensures the best guest experience and a happy, respectful work environment.
  • Recognizes returning guests, promoting an environment of warmth, exclusivity, and personalization.
  • Handles all guest complaints according to Chateau Service Guidelines, notifies appropriate
About Chateau Marmont
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