DIRECTOR OF FRONT OFFICE

Location: Dallas

Reports To: General Manager

Experience Required: Prior experience in a luxury hotel, resort, or hospitality environment.

Markets: Dallas

About Hotel ZaZa

Hotel ZaZa is a collection of luxury boutique hotels known for delivering exceptional guest experiences through distinctive accommodations, personalized service, and attention to detail. Hotel ZaZa Dallas is an iconic destination that combines luxury, style, and exceptional hospitality to create memorable experiences for guests and associates alike.

We are seeking a dynamic, results-oriented, and guest-focused Director of Front Office to oversee all aspects of the Front Office department. This leader will be responsible for ensuring operational excellence, maximizing guest satisfaction, developing associates, and maintaining the luxury service standards that define the Hotel ZaZa brand.

Position Overview

The Director of Front Office is responsible for the strategic and day-to-day leadership of Front Office and Guest Service operations. This position drives guest satisfaction, operational efficiency, financial performance, and employee engagement while ensuring compliance with company standards and brand expectations.

The ideal candidate is a hands-on leader with exceptional hospitality instincts, strong business acumen, and a proven ability to inspire teams to deliver extraordinary guest experiences.

Key Responsibilities

• Provide leadership, direction, and support to all Front Office team members.
• Oversee Front Desk, Guest Services operations.
• Ensure all guest arrivals and departures are handled efficiently and professionally.
• Maintain Hotel ZaZa luxury service standards throughout all guest interactions.
• Lead daily Front Office operations and ensure proper staffing levels based on occupancy and business demands.
• Conduct daily stand-up meetings and communicate operational priorities.
• Monitor room inventory, room assignments, VIP arrivals, and special guest requests.
• Ensure seamless coordination with Housekeeping, Engineering, Sales, Security, and Food & Beverage teams.
• Maintain a visible presence in the lobby and guest-facing areas.
• Serve as the primary escalation point for guest concerns and service recovery opportunities.
• Personally engage with VIP guests, repeat guests, and special clientele.
• Ensure prompt resolution of guest complaints and operational issues.
• Monitor guest satisfaction scores, online reviews, and service metrics.
• Develop and implement initiatives to improve guest engagement and satisfaction.
• Foster a culture focused on personalized service and guest recognition.
• Monitor payroll expenses and staffing productivity.
• Review daily revenue reports, occupancy levels, and operational performance.
• Ensure accurate cash handling, billing procedures, and financial controls.
• Support upselling initiatives, room revenue opportunities, and guest loyalty programs.
• Recruit, interview, hire, train, and develop Front Office associates and supervisors.
• Establish performance expectations and accountability standards.
• Conduct performance evaluations and coaching sessions.
• Foster a culture of teamwork, engagement, and professional development.
• Partner with Human Resources on employee relations matters, performance management, and corrective action processes.
• Ensure compliance with company policies, procedures, and luxury service standards.
• Maintain guest privacy and confidentiality at all times.
• Ensure proper cash handling, key control, and security procedures are followed.
• Participate in Manager-on-Duty (MOD) coverage as assigned.
• Support hotel-wide initiatives, special events, and operational projects.
• Attend leadership meetings and contribute to strategic planning efforts.
• Perform other duties as assigned by executive leadership.

Qualifications

• Strong leadership and team development skills.
• Extensive knowledge of Front Office operations and guest service standards.
• Excellent communication, interpersonal, and presentation skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple priorities in a fast-paced hospitality environment.
• High level of professionalism, integrity, and accountability.
• Strong organizational and analytical skills.
• Ability to maintain confidentiality and exercise sound judgment.
• Proficiency in hotel management systems and Microsoft Office applications.

Preferred Qualifications

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.
• 5-7 years of progressive Front Office leadership experience in an upscale or luxury hotel environment.
• Experience managing Front Desk, Guest Services, Concierge, or Bell Services operations.
• Experience with Opera PMS or comparable property management systems.
• Proven track record of improving guest satisfaction scores and operational performance.
• Experience leading teams in a luxury, boutique, lifestyle, or full-service hotel.

Physical Requirements

• Ability to stand and walk for extended periods throughout the shift.
• Ability to move throughout guest areas and operational spaces frequently.
• Ability to occasionally lift and carry up to 25 pounds.
• Ability to work flexible schedules, including evenings, weekends, holidays, and emergency situations as business needs require.

Work Environment

• Primarily works in the hotel lobby, Front Office, and guest-facing areas.
• Frequent interaction with guests, associates, vendors, and hotel leadership.
• Fast-paced luxury hospitality environment requiring strong multitasking and decision-making abilities.
• Requires a highly visible leadership presence and active engagement with guests and associates.
• Must maintain a professional appearance and demeanor consistent with Hotel ZaZa luxury service standards.

Compensation and Benefits

Hotel ZaZa offers a competitive compensation package, including salary, bonus eligibility, health and welfare benefits, paid time off, retirement savings plans, employee assistance programs, professional development opportunities, and hotel discounts, subject to eligibility requirements and company policies.

Why Join Us?

• At Hotel ZaZa, we don’t just offer jobs, we offer careers that inspire. Be part of a brand that celebrates individuality, creativity, and excellence in every detail.

No Job Description for a position can possibly include all duties, which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. Hotel ZaZa is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive workplace for all employees and applicants without regard to race, color, religion, gender/sex, sexual orientation, disability, national origin, age, or veteran status. Hotel ZaZa is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the application and employment process. Applicants requiring accommodation should contact Human Resources. Hotel ZaZa also participates in E-Verify to confirm the employment eligibility of all newly hired employees.