Director of Front Office

Overview

Galleria Park Hotel is seeking an inspiring, service-focused Director of Front Office to join our award-winning team. Located where San Francisco’s Financial District meets Union Square, our 177-room boutique hotel combines historic charm, distinctive style, and warm, personalized hospitality. As CoralTree Hospitality’s 2025 Property of the Year and a recipient of the 2026 Tripadvisor Travelers’ Choice Award, we take pride in the people and experiences that make Galleria Park special.

As a key member of the hotel’s leadership team, the Director of Front Office will oversee Front Desk, Night Audit, and Bell/Valet operations, ensuring a seamless and memorable experience from arrival through departure. This leader will develop and support team members, strengthen service standards, manage departmental performance, and collaborate across the hotel to anticipate guest needs and deliver thoughtful solutions.

This fully on-site opportunity is ideal for a leader who enjoys being present with guests and colleagues, takes ownership of results, and brings empathy, sound judgment, and consistent follow-through to their work. We are looking for someone who will celebrate our team’s accomplishments, encourage continued growth, and help write the next chapter of Galleria Park’s success.

Responsibilities

• Lead the daily operations of the Front Desk, Night Audit, and Bell/Valet teams, ensuring efficient service and a welcoming guest experience that reflects Galleria Park Hotel standards.

• Maintain a visible presence in the lobby and throughout the operation, building relationships with guests and providing guidance and support to team members.

• Recruit, onboard, train, and develop Front Office team members in partnership with People Services, supporting retention and opportunities for growth.

• Establish clear performance expectations, provide regular coaching and recognition, conduct performance reviews, and address concerns promptly and consistently.

• Prepare staffing schedules based on occupancy, arrival and departure patterns, and business needs, maintaining appropriate coverage and managing labor costs.

• Develop and manage departmental budgets, monitor payroll and operating expenses, and take action to meet financial and operational goals.

• Resolve escalated guest concerns with professionalism, empathy, and sound judgment, ensuring timely follow-up and appropriate service recovery.

• Monitor guest satisfaction scores, online reviews, and service trends; identify recurring concerns and implement measurable improvements.

• Oversee room assignments, VIP preparations, special requests, and group arrivals, coordinating with Housekeeping and Engineering to ensure room readiness and timely resolution of maintenance concerns.

• Partner with Sales, Reservations, and Revenue Management to maintain accurate room inventory, coordinate group room blocks, manage oversold situations, and support upgrade and revenue opportunities.

• Ensure accurate guest billing and adherence to procedures for cash handling, payment authorization, deposits, refunds, and night audit, working closely with Finance to resolve discrepancies.

• Establish, maintain, and reinforce departmental procedures and service standards, ensuring team members are trained to use hotel systems and perform their responsibilities effectively.

• Lead departmental meetings and shift briefings, ensuring clear communication of guest needs, hotel activities, service priorities, and outstanding issues between shifts.

• Foster a respectful, inclusive team environment through consistent communication, fair treatment, recognition, and active participation in hotel and CoralTree initiatives.

• Ensure departmental practices follow hotel policies and applicable requirements for timekeeping, meal and rest periods, guest privacy, and workplace safety, partnering with People Services and other leaders as needed.

• Serve as Manager on Duty as assigned, responding to operational concerns and emergencies, documenting incidents, and escalating matters appropriately.

• Participate actively in the hotel’s leadership team, collaborate across departments, and take ownership of initiatives that improve the guest experience, team engagement, and overall hotel performance.

Qualifications

• Hotel management experience: At least five years of progressive hotel front office experience, including two to three years in a management role, such as Front Office Manager or Assistant Director of Front Office. These are my suggested thresholds for this position.
• Strong operational knowledge: Experience managing front desk operations, night audit, room assignments, inventory, billing, VIP arrivals, and group arrivals. Experience overseeing bell and valet services would also be valuable.
• People leadership: Demonstrated ability to recruit, train, coach, and develop team members and supervisors; address performance concerns; and build a culture of accountability, recognition, and respect.
• Guest service and service recovery: Proven ability to resolve difficult guest situations, exercise sound judgment about compensation, and use guest feedback to improve service. Team development and measurable guest satisfaction results are also emphasized in comparable director postings.
• Financial management: Experience preparing schedules based on occupancy and business needs, managing payroll and departmental expenses, explaining budget variances, and supporting room upgrades and other revenue opportunities.
• Hotel systems proficiency: Strong working knowledge of property management systems HMS preferred, reservations platforms, and Microsoft Excel, including the ability to review reports and identify discrepancies.
• Communication and collaboration: Clear written and verbal communication, reliable follow-through, and experience partnering with Housekeeping, Engineering, Sales, Revenue Management, Finance, and People Services.
• Safety and operational judgment: Ability to manage incidents calmly, protect guest information, follow emergency procedures, and recognize when an issue needs escalation.
• Leadership presence and availability: Ability to work fully on site, maintain regular visibility throughout the operation, and work evenings, weekends, and holidays as business needs require.
• Employment practices: Working knowledge of California and San Francisco requirements affecting scheduling, timekeeping, and team supervision, with a willingness to partner closely with People Services.

Previous boutique or lifestyle hotel experience, knowledge of the San Francisco market, and a degree in hospitality or business are preferred. Equivalent professional experience will be considered in place of a degree.

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