Director of Front Office

Arlo Hotels, an independent lifestyle hotel, is now actively seeking a dynamic Director of Front Office. If you are passionate about people, driven by purpose, and clever in your approach, keep reading! At Arlo we strive to create a sense of awe that leaves those we touch wanting more.

This position is responsible for the daily operation of the front desk and liaison with any area impacting guest service. The Director of Front Office plans, directs, and coordinates activities to ensure exceptional service is achieved, provides operational support, distributes information, trains, motivates, and recognizes team members, and exercises independent judgment and initiative in carrying out overall responsibilities.

RESPONSIBILITIES AND AUTHORITIES

• Always treats guests with courtesy and respect in a variety of situations.
• Displays honesty & integrity.
• Oversees the Front Office Department – Bell Person, Lobby Hosts, and Assistant Front Office Managers.
• Conducts pre-shift meetings.
• Communicates effectively to staff using tools such as development reviews, training, departmental orientation, and monthly departmental meetings.
• Motivates and develops team members.
• Maximizes room sales, room revenue, and profit.
• Delivers outstanding service and creates memorable experiences.

SPECIFIC DUTIES

• Leads and supervises the operational activities of the front office team within hotel guidelines to provide the highest standard of courteous service while permitting acceptable profit margins.
• Embraces and effectively lives Arlo Core values and culture.
• Assigns, coordinates, and supervises work activities of Lobby Hosts/Bellmen.
• Trains, mentors, and develops Lobby Hosts & Bell Persons. Prepares team member schedules, completes payroll, and monitors labor costs by reviewing daily schedule versus occupancy and daily operational demands.
• Ensures work is completed to include shift closings, room deposits, refunds, and rebates. All necessary paperwork is completed.
• Conducts annual performance reviews with reporting team members.
• Responds immediately to all emergency situations, completes necessary incident reports, and follows up with guests and staff.
• Communicates effectively to staff using tools such as pre-shift briefings, orientation, activities, short take training, and developmental reviews.
• Manages same‑day rooms inventory and rate yielding.
• Takes personal responsibility for correcting service problems and creates memorable guest experiences.
• Completes other duties as assigned by the Director of Operations.

REQUIREMENTS

Education: Any combination of education and experience providing the required skill and knowledge for successful performance would be qualifying. Typical qualifications would be equivalent to:

• Hospitality Diploma or Degree Preferred
• Minimum 2–3 years in a Management Position

Knowledge:

• Hospitality or Customer Service
• Opera & PBX experience.

Salary Range: $80,000.00 - 100,000.00