DFOM Director of Front Office-MARRIOTT LI

Marriott Long Island is seeking an experienced Director of Front Office to lead front office operations at our 619-room, full-service hotel.

This role requires a visible, hands-on leader who can develop a large front office team, establish clear expectations, strengthen systems proficiency, and deliver a consistently exceptional guest experience.

• Own the front office guest experience, from pre-arrival planning through departure.
• Maintain a visible leadership presence in the lobby and at the front desk, especially during peak periods.
• Model Marriott service standards and ensure associates deliver a warm, professional, and efficient welcome.
• Personally address escalated guest concerns and ensure timely resolution and follow-through.
• Review guest feedback and Marriott guest satisfaction results to identify recurring issues, coach the team, and implement improvements.
• Ensure Marriott Bonvoy recognition and applicable benefits are delivered accurately and consistently.
• Build a team culture that anticipates guest needs and takes ownership of resolving concerns.

• Lead, coach, and develop a large front office team, including assistant managers, supervisors, and guest service associates.
• Establish clear expectations for service, productivity, attendance, professionalism, and operational accuracy.
• Ensure managers and supervisors actively lead their shifts, support associates, and address performance concerns.
• Conduct regular team briefings, coaching conversations, and performance reviews.
• Partner with Human Resources on recruiting, onboarding, development, and appropriate corrective action.
• Build schedules that reflect occupancy, arrival patterns, airline business, group activity, and service needs.
• Foster a respectful environment with clear communication, consistent standards, and shared accountability.

• Serve as a knowledgeable resource for Marriott front office systems and the property’s PMS.
• Ensure associates can confidently complete reservations, check-in, check-out, room assignments, payment processing, billing, and guest profile updates.
• Identify systems knowledge gaps and provide practical training, reinforcement, and competency checks.
• Maintain accurate reservation information, room status, guest records, folios, and shift documentation.
• Establish reliable shift handoffs so unresolved concerns, special requests, billing issues, and operational priorities carry through to completion.
• Coordinate with IT and appropriate support teams when systems issues arise, maintaining service continuity and verifying resolution.
• Ensure adherence to Marriott brand standards and hotel operating procedures.

• Direct arrival and departure planning for a 619-room hotel with significant airline crew and group business.
• Coordinate room readiness with Housekeeping and room availability with Revenue Management.
• Anticipate demand peaks, staffing needs, special requests, and operational challenges.
• Maintain effective communication with airline contacts and internal teams to support accurate crew accommodations and billing.
• Oversee room inventory execution, discrepancies, and oversell situations in coordination with relevant leaders.
• Ensure front office decisions support both guest satisfaction and hotel performance.

• Oversee cash handling, credit procedures, billing accuracy, adjustments, and related controls.
• Monitor labor and departmental expenses while maintaining appropriate service coverage.
• Ensure billing discrepancies are investigated and resolved promptly.
• Partner with other department leaders to address recurring service breakdowns and improve coordination.
• Serve as Manager on Duty as assigned and lead appropriate responses to guest incidents and operational emergencies.

• Prior Marriott hotel experience is required.
• **Strong working knowledge of Marriott front office systems and hotel property management systems is required.
  • Demonstrated front office management experience in a large, full-service hotel, with responsibility for a substantial team.
  • Proven ability to lead through managers and supervisors while remaining actively involved in daily operations.
  • A record of improving guest satisfaction, strengthening service recovery, and developing associate capability.
  • Strong understanding of room inventory, reservations, billing, payment controls, staffing, and shift management.
  • Excellent judgment, communication, organization, and follow-through.
  • Ability to remain calm, make sound decisions, and lead effectively during high-volume periods.
  • Availability to work fully on-site, with a schedule that includes evenings, weekends, and holidays as operational needs require.
    
  Preferred Experience
  
  • Leadership experience at a hotel of comparable size and operational complexity.
  • Experience managing airline crew accommodations and large group movements.
  • Experience leading in a union environment.
  • Demonstrated success rebuilding training, improving systems proficiency, and strengthening front office accountability.
    
  What Success Looks Like
  
  • Guests receive consistent, attentive service across every shift.
  • Managers and supervisors confidently lead their teams and own operational results.
  • Associates demonstrate proficiency in Marriott systems and front desk procedures.
  • Guest concerns are resolved promptly, with fewer recurring service issues.
  • Room readiness, billing, and shift communication are accurate and coordinated.
  • Guest satisfaction and team performance show measurable improvement.
    
  How to Apply
  Submit your resume with “Director of Front Office — Marriott Long Island” in the subject line.
  Your resume must clearly identify:
  
  • Marriott brands and properties where you have worked.
  • Number of rooms and full-service scope of properties managed.
  • Size of the front office teams you have led.
  • Marriott systems and PMS platforms you have used.
  • Results achieved in guest satisfaction, team development, or operational improvement.
    
  This position is fully on-site in Uniondale, NY. Prior hotel experience, Marriott experience, and comparable front office leadership experience are required.
  Due to the high volume of resumes received, only qualified candidates whose resumes demonstrate the required experience will be contacted.
  Marriott Long Island is an equal opportunity employer.