Director of Front Office

Director of Front Office

Location: On-site at The Marker Union Square, 501 Geary Street, San Francisco, CA
Schedule: Full-time Leadership Role
Salary Range: $85,000 - $90,000 annually

About The Marker

Located just steps from Union Square, The Marker blends modern elegance with historic Beaux-Arts charm and has been recognized as a Top 5 San Francisco Hotel for three consecutive years by Conde Nast Traveler Readers' Choice Awards. We pride ourselves on cultivating a workplace where team members feel valued, included, and supported while delivering elevated service within an independent luxury lifestyle environment.

About the Role

We are seeking a confident and service-focused Director of Front Office to lead Guest Experience, Valet, Door, and Bell Desk operations while supporting all front office functions. This role provides strategic leadership, ensures operational efficiency, and drives a polished, seamless arrival and departure experience for every guest. The ideal candidate is a hands-on leader who balances strong operational discipline with a collaborative, people-first leadership style.

Key Responsibilities

Front Office Operations & Leadership

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  Oversee all front office functions to ensure smooth daily operations and consistent service delivery.

  
  
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  Develop and maintain departmental policies and procedures that support operational excellence and communication across teams.

  
  
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  Serve as Manager on Duty and lead daily stand-up meetings while maintaining a visible leadership presence.

  
  
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  Manage VIP arrivals, group check-ins, special requests, overbookings, and service recovery efforts.

  
  

Team Leadership & Development

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  Lead recruitment, onboarding, training, and ongoing development of front office team members.

  
  
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  Partner with department leaders to ensure training on systems, policies, service expectations, and security procedures.

  
  
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  Provide coaching, feedback, and performance evaluations to support professional growth and accountability.

  
  
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  Foster a collaborative, positive work environment focused on engagement and service excellence.

  
  

Guest Experience & Service Standards

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  Proactively engage with guests and ensure thoughtful, personalized service for VIP and repeat guests.

  
  
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  Lead guest satisfaction initiatives and support Net Promoter Score improvement efforts.

  
  
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  Monitor cleanliness, organization, and safety of front office workspaces and guest-facing areas.

  
  
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  Maintain full knowledge of hotel features, room types, promotions, occupancy, and daily arrivals/departures.

  
  

Financial & Administrative Oversight

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  Manage labor forecasting, scheduling, and departmental cost controls.

  
  
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  Ensure accuracy in reservations, group bookings, billing, and financial close-out procedures.

  
  
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  Support night audit operations and ensure accurate financial reporting.

  
  
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  Maintain compliance with Crescent Internal Audit standards and operational platforms including Revinate, Medallia, TripAdvisor, Expedia, Booking, and Airbnb/Rocket Stay.

  
  

Schedule & Leadership Commitment

This is a highly visible role for a leader who understands that hospitality doesn't operate on a 9-5 schedule and is willing to step in, show up, and lead from the front when it matters most.The Director of Front Office must be comfortable working a variety of shifts, including mornings, evenings, night audits, weekends, and holidays as business needs require.

Benefits & Perks

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  $104 monthly commuter reimbursement

  
  
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  $75 monthly phone reimbursement

  
  
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  Complimentary dry cleaning of work attire

  
  
• This is a bonus eligible role with a 10% quarterly potential and a 10% annual potential

What We're Looking For

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  Front office leadership experience within a luxury or lifestyle hotel environment.

  
  
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  Strong operational knowledge of guest services, front desk procedures, and hotel systems.

  
  
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  Experience leading teams through coaching, training, and performance management.

  
  
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  Ability to manage multiple priorities while maintaining professionalism and composure.

  
  
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  A collaborative leadership style with a strong commitment to service standards and team engagement.

  
  

Why Join Us?

Join a distinctive independent luxury lifestyle hotel where leadership presence, teamwork, and service excellence define the guest experience. This role offers the opportunity to shape front office operations, lead a talented team, and contribute directly to the continued success of one of San Francisco's most recognized hotels.

Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Enthusiastic - Shows intense and eager enjoyment and interest
Innovative - Consistently introduces new ideas and demonstrates original thinking
Thought Provoking - Capable of making others think deeply on a subject

Self-Starter - Inspired to perform without outside help
Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization

4 years: Operations Management (preferred)
3 years: Independent or Luxury Hospitality (preferred)