Director of Front Office

Description Director of Guest Experience

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Location: On-site at The Marker Union Square, 501 Geary Street, San Francisco, CA

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Schedule: Full-time Leadership Role

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Salary Range: $85,000 – $90,000 annually

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 Condé 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.

We are seeking a confident and service-focused Director of Guest Experience 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.

• Oversee all front office functions to ensure smooth daily operations and consistent service delivery.
• Develop and maintain departmental policies and procedures that support operational excellence and communication across teams.
• Serve as Manager on Duty and lead daily stand‑up meetings while maintaining a visible leadership presence.
• Manage VIP arrivals, group check‑ins, special requests, over bookings, and service recovery efforts.

• Lead recruitment, onboarding, training, and ongoing development of front office team members.
• Partner with department leaders to ensure training on systems, policies, service expectations, and security procedures.
• Provide coaching, feedback, and performance evaluations to support professional growth and accountability.
• Foster a collaborative, positive work environment focused on engagement and service excellence.

• Proactively engage with guests and ensure thoughtful, personalized service for VIP and repeat guests.
• Lead guest satisfaction initiatives and support Net Promoter Score improvement efforts.
• Monitor cleanliness, organization, and safety of front office work spaces and guest‑facing areas.
• Maintain full knowledge of hotel features, room types, promotions, occupancy, and daily arrivals/departures.

• Manage labor forecasting, scheduling, and departmental cost controls.
• Ensure accuracy in reservations, group bookings, billing, and financial close‑out procedures.
• Support night audit operations and ensure accurate financial reporting.
• Maintain compliance with Crescent Internal Audit standards and operational platforms including Revinate, Medallia, Trip Advisor, Expedia, Booking, and Airbnb/Rocket Stay.

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.

• $104 monthly commuter reimbursement
• $75 monthly phone reimbursement
• Complimentary dry cleaning of work attire
• This is a bonus‑eligible role with a 10% quarterly potential and a 10% annual potential

• Front office leadership experience within a luxury or lifestyle hotel environment.
• Strong operational knowledge of guest services, front desk procedures, and hotel systems.
• Experience leading teams through coaching, training, and performance management.
• Ability to manage multiple priorities while maintaining professionalism and composure.
• A collaborative leadership style with a strong commitment to service standards and team engagement.

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…