Director of Front Office at a Luxury Landmark Hotel

We’re Sonesta International Hotels.
The 8th largest hotel company in the U.S.—and growing fast.

An epic blend of full-service and focused hotels in major cities, Sonesta’s uniquely diverse portfolio of owned, managed, and franchised properties makes us everywhere you want to be. Driven by the human side of hospitality, we deliver service with passion, loyalty with purpose, and experiences that truly connect.

Together We Thrive—bringing quality, value, and amazing hospitality to every guest, every stay, across 1000+ properties in eight countries and counting.

Job Description Summary

We are seeking an experienced and passionate Director of Front Office to lead our Front Office team and elevate the guest experience while driving operational excellence.

Job Description

About The Clift Royal Sonesta San Francisco

The Clift Royal Sonesta San Francisco is an iconic luxury lifestyle hotel located in the heart of Union Square. Renowned for its distinctive design, vibrant atmosphere, and exceptional guest service, The Clift offers a unique hospitality experience that blends historic character with modern sophistication.

We are seeking an experienced and passionate Director of Front Office to lead our Front Office team and elevate the guest experience while driving operational excellence.

Position Summary

The Director of Front Office is responsible for the overall leadership, management, and performance of Front Office operations, including Front Desk, Bell Services, Concierge, Guest Services, PBX, and Night Audit. This position plays a critical role in ensuring exceptional guest satisfaction, maximizing revenue opportunities, maintaining operational efficiency, and fostering a culture of engagement and accountability.

The ideal candidate is a hands-on hospitality leader with strong luxury hotel experience, excellent people leadership skills, and a passion for delivering memorable guest experiences.

Essential Responsibilities

• Lead and oversee all Front Office operations to ensure exceptional guest service and operational efficiency.
• Recruit, train, coach, and develop Front Office leaders and team members.
• Create a culture focused on guest satisfaction, teamwork, accountability, and continuous improvement.
• Monitor guest feedback, online reviews, and service recovery opportunities to enhance the overall guest experience.
• Ensure compliance with Forbes, AAA, Sonesta, and hotel service standards.
• Manage departmental labor costs, scheduling, payroll, and productivity.
• Analyze operational reports and performance metrics to identify trends and opportunities for improvement.
• Collaborate closely with Housekeeping, Engineering, Food & Beverage, Sales, and Revenue Management teams to ensure seamless guest experiences.
• Oversee room inventory management, upselling initiatives, and revenue enhancement opportunities.
• Ensure proper handling of guest concerns, VIP arrivals, special requests, and service recovery situations.
• Maintain compliance with all company policies, safety regulations, labor laws, and union agreements where applicable.
• Participate in Manager-on-Duty responsibilities and support overall hotel operations.

Qualifications

• Minimum 5 years of progressive Front Office leadership experience in a full-service or luxury hotel environment.
• Previous experience as Front Office Manager, Assistant Director of Front Office, Director of Rooms, or equivalent leadership role preferred.
• Strong knowledge of hotel operations, guest services, revenue management principles, and labor management.
• Experience leading union and non-union workforces preferred.
• Proficiency with hotel property management systems (Opera Cloud experience preferred).
• Strong financial acumen, including budgeting, forecasting, payroll, and labor management.
• Demonstrated ability to lead, motivate, and develop high-performing teams.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Ability to work flexible schedules, including evenings, weekends, and holidays as business needs require.
• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred.

What We Offer