Director of Front Office

JOB SUMMARY

This position contributes to Sanctuary success by ensuring total guest satisfaction, especially 

relating to the service guests receive in all areas of the Front Desk and PBX, through interaction 

that exceeds expectations; with a focus on maintaining the facilities to our superior standards.

JOB FUNCTIONS                

Note: the following duties and responsibilities are not all-inclusive.

•  Delegate work evenly to all front office departments utilizing each shift to its fullest 

capacity.

•  Enforce high standards of professionalism among the Front Office department.

•  Implement all guidelines and procedures as established in the employee handbook.

•  Keep all departments updated on changes and additions with well-written memos, e-mails and 

verbal communication.

•  Checks guest in and out in an efficient and friendly manner, using guest names whenever 

possible. Assures that guests are assigned type of room requested and the correct rate is charged

•  Resolves and follows up guest complaints from all areas of the hotel, handling all guest 

interactions with the highest level of hospitality and professionalism,

accommodating special requests whenever possible.

•  Work in conjunction with the Sales Department and Reservations to ensure maximum hotel 

occupancy.

•  Supervise daily room blocking.

•  Schedule and preside over departmental meetings on a monthly basis as a tool of communications 

with front-line employees.

•  Attend weekly resort staff meetings.

•  Assure that all guests, first time or return, are greeted with high professional 

standards.

•  Work closely with the Housekeeping and Maintenance departments at all times.

•  Supervise the updating of Guest History program and educate each department of their need for 

involvement.

•  Oversee concierge operations and relations with concessionaire operators.

•  Keep flexible schedule in order to accommodate the arrivals and departures of hotel 

guests.

•  Assure that all financial and credit procedures are followed. Follow-up on credit problems with 

Financial Manager

•  Meet weekly with the Director of Rooms to discuss topics of mutual concern.

•  Ensure all areas of the front desk operate in harmony with other hotel departments, providing 

optimum service to guests at all times.

•  Maintain a positive work atmosphere by acting and communicating in a manner that enables getting 

along with guests, vendors, co-workers, and management.

•  Perform additional duties as requested by the Director of Rooms.

SUPERVISORY RESPONSIBILITIES

•  Carry out supervisory responsibilities in accordance with organization policies/applicable 

law.

•  Supervise the front desk, reservations, PBX, bell staff, guest relations & concierge 

areas.

•  Supervise and train employees to provide a well-maintained resort.

•  Conduct performance appraisals as necessary; perform 90 day and annual evaluation of Front 

Office staff.

•  Manages the staff at the Front Office, Guest Services and Core Agent - conducts interviews, 

departmental training and provide hands-on support and feedback.

•  Monitor the office supplies for the Front Office within budget standards.