Director of Front Office

About the role

The Director of Front Office will lead daily front office operations for Marriott Long Island, a 619‑room full‑service hotel. This senior, hands‑on leader will shape the guest experience from pre‑arrival through departure and ensure seamless coordination with all hotel departments.

Key responsibilities

• Own the front office guest experience, maintain a visible leadership presence, and handle escalated guest concerns.
• Lead, coach, and develop a large front office team, set clear performance expectations, and conduct regular briefings and performance reviews.
• Serve as the expert on Marriott front office systems and the property’s PMS, providing training and ensuring accurate reservations, check‑ins, check‑outs, billing, and guest profile updates.
• Direct arrival and departure planning for high‑volume airline crew and group business, coordinating room readiness with Housekeeping and inventory with Revenue Management.
• Oversee cash handling, credit procedures, billing accuracy, and labor cost controls while acting as Manager on Duty when required.

Required profile

• Prior Marriott hotel experience with strong knowledge of Marriott front office systems.
• Proven front office management experience in a large, full‑service hotel, including leadership of managers and supervisors.
• Demonstrated ability to improve guest satisfaction, service recovery, and associate capability.
• Excellent judgment, communication, organization, and the ability to stay calm during high‑volume periods.

Required skills

• Marriott front office systems (e.g., Marriott Mobile, Guest Services).
• Property Management System (PMS) operation and troubleshooting.
• Cash handling, credit card processing, and billing controls.