Job Description

Assistant Director of Front Office, The Stanford Park Hotel

Job Description

The Stanford Park Hotel has earned the #1 traveler reviewed position on Trip Advisor since 2000. Our retreat-like amenities and authentic service are a few reasons why our guests love us.

We are seeking an Assistant Director of Front Office to join our outstanding team.

The Assistant Director of Front Office plays a critical leadership role in overseeing the daily operations of the Front Office, PBX, Lobby Host, and Bell Services departments. This leader ensures the delivery of exceptional guest experiences while maximizing departmental efficiency, operational profitability, and team performance. The Assistant Director works in close partnership with the Director of Front Office and other departmental heads to uphold luxury service standards, implement strategic initiatives, and drive revenue optimization in alignment with the hotel’s brand promise and operational goals.

ESSENTIAL FUNCTIONS

Leadership & Operational Oversight

• Provide strategic direction and hands-on support in managing all facets of the Front Office, PBX, Lobby Host, and Bell Services operations to ensure seamless execution of service.
• Foster a culture of excellence, professionalism, and continuous improvement through visible leadership, coaching, and mentorship.
• Serve as the senior leader on duty in the absence of the Director of Front Office, ensuring operational continuity and superior guest satisfaction.
• Demonstrate flexibility and cross-functional leadership by becoming fully trained in the operations and standards of the Housekeeping Department, with the ability to provide oversight or assume leadership responsibilities for both departments when necessary.

Development & Team Management

• Assist in the recruitment, onboarding, and training of team members across the Front Office, PBX, Lobby Host, and Bell teams
• Deliver ongoing training and development opportunities, including performance management, coaching, providing feedback, conducting performance appraisals, administering recognition, and when necessary, implementing corrective or disciplinary actions in accordance with hotel policies and procedures.
• Lead regular departmental meetings to communicate hotel goals, reinforce service standards, and build team engagement.

Guest Experience & Service

• Actively engage with guests throughout their stay, resolving complex issues promptly while maintaining brand standards.
• Review and address guest feedback and complaints with a focus on long-term solutions and service recovery.
• Collaborate with other departments to ensure personalized, anticipatory service delivery for VIPs, groups, and special events.

Revenue Management & Operational Efficiency

• Monitor and analyze key performance indicators including occupancy, ADR, and RevPAR, collaborating with Revenue Management to enhance room profitability.
• Ensure accuracy and efficiency in reservations, billing, and guest information through system audits and process enhancements.
• Identify operational gaps and implement strategies to optimize labor and improve workflow across departments.

Communication & Interdepartmental Collaboration

• Coordinate with Sales, Food and Beverage, Housekeeping, and Engineering to ensure smooth arrival and departure processes, special requests, and group movements.
• Communicate event details, group resumes, and VIP profiles to relevant teams, ensuring consistent execution of guest expectations.

QUALIFICATIONS

• Minimum 3+ years of progressive leadership experience in hotel front office setting.
• Proficiency with industry-standard PMS and hotel management software (e.g., Opera, SynXis, Expedia Central, Booking.com Extranet, Canary Technologies, Avendra, Ambiance, etc)
• Ability to use a moderately complex computer system.
• Ability to provide accurate information and respond to questions from groups of managers, clients, customers, and the general public.
• The ability to effectively deal with associates and customers some of whom will require high levels of patience, tact and diplomacy to diffuse anger, collect accurate information and resolve conflicts.
• Able to create Front Office reports, business correspondences and memos.
• Basic math skills.
• Excellent organizational skills.
• Ability to read, listen and communicate effectively in English.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Meets legal age requirements for the position
• Due to the cyclical nature of the hospitality industry, associates may be required to work varying schedules to reflect the business needs of the hotel.

EDUCATION and/or EXPERIENCE

• Any combination of education and experience equivalent to a high school diploma or any other combination of education, training or experience that provides the required knowledge skills and abilities. A college degree, in Hospitality Management is preferred.

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is regularly required to sit; stand, walk, use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee must occasionally lift and/or move up to 10 pounds and rarely lift and/or move up to 50 pounds.

WORK ENVIRONMENT

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually quiet.

GROOMING

• All associates must maintain a neat, clean and well-groomed appearance (specific standards available.)

PAY RANGE

• The salary range for this position is $70,000 – $75,000.00. This is the pay range for this position that the Hotel reasonably expects to pay. Decisions regarding individual salaries will be based on a number of factors, such as experience, type of hotel experience, and education.

The Stanford Park Hotel is an equal employment opportunity employer. Company policy prohibits unlawful discrimination based on race, color, national origin, ancestry, ethnicity, religion (including religious dress and grooming), sex, gender, sexual orientation, gender identity (including gender-related appearance and behavior), partnership status, pregnancy (childbirth, breastfeeding, or related medical condition), age, physical or mental disability, medical condition, military or veteran status, status as a victim of domestic violence, sexual assault, or stalking, genetic information, marital status, ethnicity, alienage, citizenship status or any other protected classification, in accordance with applicable federal, state, and local laws. Consistent with the American’s With Disabilities Act, applicants may request accommodation needed to complete the application process. Please contact the People and Culture Department if you have any questions regarding this policy.

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