PRIMARY OBJECTIVE:The Director of Front Office and Guest Relations is pivotal in steering strategic leadership and operational excellence within the Front Office and Guest Relations departments. This role ensures that our services are delivered with utmost courtesy, professionalism, and flexibility, in strict accordance with the Accor brand standards, policies, and procedures.The Director's primary focus is on enhancing guest satisfaction, optimizing financial performance, and cultivating a culture steeped in service excellence. This leader will inspire, mentor, and develop the Front Office team, ensuring seamless daily operations while upholding high grooming and service standards, all while safeguarding the hotel’s interests.KEY RESPONSIBILITIES:1. Financial ManagementImplement effective payroll and workforce management to maximize resource allocation, multi-skilling, and multi-tasking.Oversee the Front Office as a financially viable business unit, ensuring revenue optimization and cost management.Monitor departmental expenditures and establish cost-control strategies without compromising service quality.Formulate and execute a comprehensive cost management strategy that includes inventory and resource optimization.Maintain strict adherence to the departmental operational budget.Lead the preparation of annual budgets, monthly forecasts, and overall financial planning.Analyze monthly Profit & Loss statements and take corrective actions as necessary.2. Operational ExcellenceProvide overarching leadership to align all Front Office operations with brand standards and hotel policies.Advocate for guest satisfaction initiatives, including service guarantees and brand commitments.Determine optimal staffing levels based on business forecasts and operational needs.Supervise duty allocations, team productivity, and performance management.Coordinate closely with Revenue and Reservations teams to optimize occupancy and revenue.Assist Sales & Marketing in managing high-demand periods, group bookings, and promotional strategies.Ensure accurate documentation of incidents and timely reporting to management.Maintain a visible presence during peak hours to drive service excellence.Conduct regular inspections of lobby areas and equipment to uphold quality standards.Implement strict controls and security protocols around room key systems.Manage contingency planning, including overbooking and guest relocation procedures.Ensure compliance with safety, emergency, and security protocols.Maintain advanced knowledge of hotel systems (e.g., OPERA).3. Rooms & Guest Experience ManagementOversee VIP guest interactions, loyalty programs, and bespoke guest experiences.Facilitate pre-arrival planning, including room assignments for VIPs, extended stays, and special requests.
May 5, 2026
