Director of Front Office

About Us

Surround yourself with modern comforts at the San Diego Marriott La Jolla. Our stylish hotel positions you near dazzling destinations including La Jolla Shores, Birch Aquarium, the University of California, San Diego and the beautiful Westfield UTC shopping mall. The San Diego Trolley line has been extended North and now stops right outside our hotel for commuting. Our associates enjoy daily free meals in our spacious associate cafeteria, and a monthly Town Hall/luncheon in our ballroom with special delights from our Chef and games and prizes. We also offer free parking on site and hotel discounts with all Marriott brands worldwide. Join our commitment to our community with one of our monthly volunteer activities throughout the city. Come see us today to learn more!

Don't meet every single requirement of this job? At HEI we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, we encourage you to still send in your information. You may be the perfect candidate for this or for other roles within our organization!

We value U.S. military experience and invite all qualified military candidates to apply.

Overview

At Marriott La Jolla, we are building a culture centered on exceptional guest experiences, operational excellence, accountability, and leadership development.

We are looking for a highly engaged hospitality leader who thrives in a fast paced environment and enjoys developing teams, solving operational challenges, and creating memorable guest experiences.

This is not a behind-the-desk leadership role. The successful candidate will be visible throughout the operation, actively support their team, and help drive the cultural transformation currently underway at the property.

If you enjoy leading from the front, coaching future leaders, improving guest satisfaction, and creating a culture of ownership and service excellence, we would love to meet you.

Compensation Range: $85,000 - $90,000 annually, based on experience, qualifications, and overall fit for the position.

What You'll Do

As Director of Front Office, you will lead all Front Office and Guest Services operations while ensuring exceptional guest experiences, strong financial performance, and alignment with Marriott brand standards.
 

Key responsibilities include:

• Leading daily Front Office and Guest Services operations.
• Creating a guest focused culture that delivers warm, personalized service.
• Driving Guest Satisfaction Scores (GSS), loyalty metrics, and online reputation performance.
• Coaching, developing, and holding leaders and associates accountable.
• Partnering with Housekeeping, Engineering, Food & Beverage, Sales, and Finance to ensure seamless hotel operations.
• Managing labor, scheduling, payroll, productivity, and departmental expenses.
• Leading service recovery efforts and resolving guest concerns professionally and effectively.
• Supporting VIP arrivals, group business, and special events.
• Preparing the department for quality assurance inspections, audits, and brand evaluations.
• Building a culture of teamwork, urgency, professionalism, and continuous improvement.
   

What Success Looks Like
 

Success in this role means:

• Guests consistently receive exceptional service.
• Front Office leaders and associates operate with confidence and accountability.
• Guest concerns are resolved quickly and professionally.
• GSS and guest loyalty metrics improve.
• Teams collaborate effectively across departments.
• Associates feel supported, engaged, and developed.
• The Front Office operates efficiently while maintaining high service standards.
   

The ideal candidate:

• Leads by example and maintains a strong operational presence.
• Is highly guest focused and passionate about hospitality.
• Balances service excellence with business and financial goals.
• Communicates clearly and professionally.
• Is comfortable coaching, developing, and holding teams accountable.
• Thrives in a fast paced, full service hotel environment.
• Understands that great guest experiences begin with great associate experiences.
• Embraces change and can successfully lead teams through periods of transformation.
   

ESSENTIAL FUNCTIONS
 

Leadership & Team Development

• Recruit, interview, hire, train, supervise, evaluate, and develop Front Office team members.
• Conduct regular coaching and performance conversations.
• Administer progressive discipline and performance management when n