Job Description
Exceptional Hospitality Starts with You
Picture yourself brightening someone's day. When you join our Hotels team, that's exactly what you'll do every time you come to work! You will oversee the daily operations of the front office and guest services teams, ensuring that all guests receive outstanding service. You will manage check-in and check-out processes, resolve guest concerns, and lead a team of front desk agents and guest service representatives to meet the hotel's service standards. As a
Director of Front of House, you're not just overseeing daily front office operations – you're spreading the light and warmth of hospitality by delivering memorable experiences that make the stay for every guest.
Responsibilities
Key Responsibilities
Strategic & Operational Leadership
- Lead and oversee all Front of House operations to deliver exceptional guest experiences
- Drive service excellence, guest satisfaction, and brand consistency across all touchpoints
- Maintain a strong presence in the lobby, setting the benchmark for service standards
- Ensure readiness for peak periods, VIP arrivals, and special events
Guest Experience & Service Excellence
- Champion a guest-first culture, resolving issues proactively and effectively
- Continuously gather and act on guest feedback to improve service delivery
- Maintain detailed guest profiles to enhance personalization and loyalty
Team Leadership & Talent Development
- Inspire, coach, and develop a high-performing team of department leaders and frontline staff
- Oversee recruitment, onboarding, training, and performance management
- Foster a collaborative, engaged, and service-driven team culture
Commercial & Financial Performance
- Drive room revenue and profitability through effective operational and commercial strategies
- Manage departmental budgets, forecasts, and financial reporting
- Analyse performance metrics and implement improvements to maximize results
Cross-Functional Collaboration
- Work closely with Housekeeping, Sales, F&B, Spa, and Revenue teams to ensure seamless operations
- Support group arrivals, events, and special requests with precision and coordination
- Contribute to marketing initiatives, promotions, and guest engagement strategies
Operational Excellence
- Ensure adherence to Hilton brand standards, policies, and procedures
- Lead daily briefings, shift handovers, and operational reviews
- Monitor service standards and implement continuous improvements
- Ensure compliance with health, safety, and regulatory requirements
Qualifications
What It Takes to Make the Stay
At Hilton, Our Core Values Define What It Takes To Succeed Here And Guide The Qualities We Look For In Every Team Member
A passion for spreading the light and warmth of
Hospitality. Acting with
Integrity and always doing the right thing. Inspiring others through
Leadership. A belief that
Teamwork drives the best outcomes. A sense of
Ownership and accountability. And a focus on the
Now, bringing urgency and discipline to every moment, knowing it can make a lasting impact.
We Are Seeking a Dynamic, Service-driven Leader With
- Proven experience in Front Office or Rooms Division leadership, ideally within luxury hospitality
- Strong operational, commercial, and leadership capabilities
- Excellent communication, interpersonal, and stakeholder management skills
- A guest-centric mindset with a passion for delivering exceptional service
- Strong organizational skills with the ability to manage multiple priorities
- Financial acumen with experience in budgeting, forecasting, and performance analysis
- Proficiency in hotel systems and Microsoft Office applications
- Fluency in spoken and written English
Key Traits
- Results-oriented and proactive
- Calm under pressure with strong problem-solving skills
- Team-focused and collaborative
- Detail-oriented with a commitment to excellence
How We'll Help You Thrive
At Hilton, the hospitality we're known for doesn't end with our guests. We proudly invest in our Team Members wellbeing, supporting you through all of life's moments. When you join Hilton, our exceptional care extends to you with unmatched perks and benefits, including*:
Incredible travel perks – Enjoy 110 nights of deeply discounted travel, with room rates as low as $40 USD/night at our world-class hotels through our Go Hilton travel program
Health & welfare benefits – From checkups to dental cleanings to new glasses, we offer a variety of health plans that keep you covered
- Benefits availability may vary depending on Team Member's location as well as terms and conditions of employment and are subject to the terms and conditions of each specific program/plan.
About Us
Join an Award-Winning Workplace Culture
At Hilton, we don't just deliver exceptional experiences for our guests—we build an exceptional workplace for the Team Members who make it all possible. As a global leader in hospitality, we've welcomed more than 3 billion guests worldwide, all while staying true to our founding vision: to fill the earth with the light and warmth of hospitality.
Our award-winning culture has earned us repeated recognition on the World's Best Workplaces list by Great Place to Work and Fortune. With our suite of world-class brands , and a company-wide commitment to providing the best stay for every guest, we're setting new standards for the future of travel.
Whether you're starting your career or exploring something new, Hilton supports your journey every step of the way. Come for the job, stay for the career—and help us make every stay a little more magical.
Curious about life at Hilton Explore our Careers Blog to see why we're more than a great place to stay—we're a great place to work.
