Assistant Director of Front Office

At Tara Hospitality, our goal is to build a positive, professional, and hospitable team member community that embodies our culture and values every day. We believe that by supporting one another and leading with kindness, respect, and excellence, we create memorable experiences for our guests and a workplace where everyone can thrive.

OBJECTIVE

The Assistant Director of Front Office supports the leadership and daily operation of the Front Office department, ensuring exceptional guest service, efficient operations, and consistent adherence to hotel and brand standards. This position assists with supervising and developing the Front Office team, managing guest experiences, resolving concerns, monitoring departmental performance, and supporting administrative and operational responsibilities.
The Assistant Director of Front Office serves as a key member of the hotel's leadership team and acts on behalf of the Director of Front Office when needed.

Essential Duties and Responsibilities

• Assist the Director of Front Office with the overall leadership and daily operation of the Front Office department.
• Provide visible leadership in the lobby and Front Office areas, particularly during peak arrival and departure periods.
• Ensure guests receive warm, professional, and personalized service throughout their stay.
• Supervise Front Office Agents, Night Auditors, PBX Agents, Bell/Door team members, and other Guest Services team members as applicable.
• Assist with recruiting, onboarding, training, coaching, and developing Front Office team members.
• Conduct pre-shift meetings and communicate occupancy, VIP arrivals, groups, special events, guest preferences, and operational priorities.
• Monitor guest arrivals and departures to ensure efficient check-in and check-out experiences.
• Review VIP arrivals, special requests, room assignments, and guest preferences to ensure appropriate preparation and recognition.
• Handle escalated guest concerns and service recovery situations promptly and professionally.
• Empower and coach team members to resolve guest concerns while maintaining appropriate service recovery standards.
• Monitor guest feedback and identify opportunities to improve the overall guest experience.
• Maintain knowledge of hotel services, amenities, Food & Beverage outlets, events, promotions, and local attractions.
• Ensure Front Office team members consistently follow hotel policies, procedures, and brand standards.
• Assist with scheduling and staffing levels based on occupancy, business demands, and departmental needs.
• Monitor attendance, punctuality, uniform, grooming, and professional conduct standards.
• Assist with performance management, coaching, recognition, and corrective action in partnership with leadership and People & Culture.
• Ensure accurate cash handling, credit card processing, deposits, and guest account procedures.
• Review Front Office reports, financial transactions, room inventory, and operational information for accuracy.
• Assist with managing room inventory, oversell situations, room moves, upgrades, and special accommodations.
• Work closely with Housekeeping to monitor room readiness and ensure timely communication regarding guest arrivals.
• Partner with Housekeeping, Engineering, Security, Food & Beverage, Sales, and other departments to resolve operational and guest-related concerns.
• Support Hilton Honors recognition, enrollment, and delivery of applicable member benefits.
• Ensure guest information and hotel records remain confidential and secure.
• Maintain awareness of emergency procedures and assist in responding to safety or security situations.
• Participate in departmental and hotel leadership meetings as required.
• Assist with departmental projects, training initiatives, and operational improvements.
• Serve as Manager on Duty when assigned.
• Assume Front Office leadership responsibilities in the absence of the Director of Front Office.
• Perform additional duties as assigned by hotel leadership.

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Leadership Responsibilities
The Assistant Director of Front Office is expected to lead by example and create an environment of accountability, teamwork, professionalism, and genuine hospitality.
Responsibilities include:

• Coaching and developing team members through regular feedback and recognition.
• Supporting a positive and respectful workplace culture.
• Ensuring consistent communication between shifts and departments.
• Addressing performance or behavioral concerns promptly and professionally.
• Encouraging team members to anticipate guest needs and take ownership of the guest experience.
• Supporting training and development opportunities that strengthen Front Office performance.
• Building strong relationships with other departments to promote effective hotel-wide teamwork.

Qualifications

• High school diploma or equivalent required; college degree in Hospitality Management, Business Administration, or a related field preferred.
• Previous Front Office leadership experience in a hotel environment required.
• Previous supervisory or management experience preferred.
• Experience with hotel Property Management Systems (PMS) required.
• Hilton brand experience and knowledge of Hilton systems preferred.
• Strong understanding of Front Office operations, guest service, room inventory, and cash-handling procedures.
• Strong computer and administrative skills.
• Excellent verbal and written communication skills.
• Ability to work a flexible schedule, including mornings, evenings, weekends, holidays, and occasional overnight shifts as business needs require.

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Knowledge, Skills & Abilities

• Strong leadership and team-development skills.
• Exceptional guest service and hospitality mindset.
• Strong problem-solving and decision-making abilities.
• Ability to handle escalated guest situations with professionalism, empathy, and sound judgment.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced hotel environment.
• Strong attention to detail and operational accuracy.
• Ability to analyze operational information and identify opportunities for improvement.
• Strong communication and interpersonal skills.
• Ability to maintain confidentiality and exercise appropriate discretion.
• Professional appearance and demeanor.
• Dependable, accountable, and committed to supporting the success of the hotel and its team members.

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Physical Requirements

• Stand and walk for extended periods throughout the shift.
• Frequently move throughout the lobby, Front Office, guest areas, and other areas of the hotel.
• Regularly use computers, telephones, and office equipment.
• Occasionally lift and carry up to 25 pounds.
• Bend, reach, stoop, and move as operational needs require.

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Work Environment
The Assistant Director of Front Office works in a fast-paced hotel environment with continuous interaction with guests, team members, managers, and other departments. This position requires flexibility, strong leadership presence, and the ability to respond effectively to changing operational demands.
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Tara Hospitality is an Equal Opportunity Employer committed to fostering a diverse, inclusive, and respectful workplace where every Team Member is valued and treated with dignity. We make all employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law. We are dedicated to providing equal employment opportunities and maintaining a workplace free from discrimination, harassment, and retaliation.