Director of Front Office

Marriott International is a globally recognized hospitality company known for its commitment to excellence, innovation, and diversity. With a wide portfolio of brands, Marriott Hotels and JW Marriott represent the pinnacle of luxury and exceptional customer care in the industry. JW Marriott hotels are known for creating an inspiring work environment where associates are valued, supported, and given opportunities for growth, recognition, and holistic well-being. Marriott International embraces diversity and is an equal opportunity employer, fostering an environment that respects and celebrates unique backgrounds, experiences, and talents.

The JW Marriott location in Brooklyn, New York, offers a dynamic and enriching atmosphere where top-tier hospitality practices are the standard. This particular role is centered at the address 333 Adams St, Brooklyn, and it is a full-time, management-level position that brings a competitive salary range of $107,000 to $142,000 annually, with eligibility for bonuses. This position is not remote, requiring physical presence on site to oversee operations effectively.

The role focuses on comprehensive leadership and management responsibility over all front office functions, guest services, and security staff within the hotel. These areas include bell staff, switchboard operations, front desk, retail/gift shop, concierge, valet parking, and applicable security personnel. The primary objective is to direct and collaborate with managers and employees to ensure the smooth execution of daily front office operations and to uphold superior guest arrival and departure experiences.

The leadership in this role is tasked with fostering a safe and secure environment for guests and staff, which directly correlates with guest satisfaction and departmental financial performance. The manager will champion guest and employee satisfaction initiatives, striving for continuous improvement and seamless service execution. This includes managing staff through effective communication, performance monitoring, and motivating teams to exceed goals. The position demands a strategic mindset, excellent interpersonal skills, sound business decision-making, and unwavering integrity.

Furthermore, the role involves managing the guest services and front desk teams to meet and surpass operational goals, including budget objectives, quality standards, and customer expectations. The incumbent must be adept at staffing coordination, managing expenses, facilitating capital expenditures, and handling guest complaints with professionalism and prompt resolution.

With security oversight being critical, this role includes managing on-duty security personnel, ensuring comprehensive job briefing and compliance with policies and procedures, compiling reports, and maintaining a safe environment for all property occupants.

The position also entails managing projects and enforcing front office policies, ensuring consistency, fairness, and compliance with organizational procedures. The ability to lead exceptional customer service initiatives is crucial, with the candidate acting as a “Service Champion” to nurture a positive guest relations atmosphere.

Human resource functions form a significant part of the job, including coaching, mentoring, performance management, employee relations, hiring, and disciplinary procedures. The leader will act as a resource for operational challenges, facilitating solutions to enhance departmental effectiveness.

Marriott International and JW Marriott provide a work culture that values community, collaboration, and personal growth. Employees are supported through various programs and initiatives that enhance job satisfaction and career development. Being part of the JW Marriott team means engaging in a career of meaningful hospitality that aligns with Marriott’s legacy of quality and guest-centric service.