DFOM Director of Front Office-MARRIOTT LI

Marriott Long Island | Uniondale, NY
Full-Time | Fully On-Site
Salary Range: 80k-90k DOE

HOTEL EXPERIENCE AN ABSOLUTE MUST NO EXCEPTIONS. MARRIOTT BRAND EXP HIGHLY DESIRABLE.

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

Prior Marriott experience and strong knowledge of Marriott front office systems are required. Candidates must bring hotel leadership experience that aligns with the size, pace, and complexity of this property.

The Director of Front Office leads daily front office operations and sets the standard for how guests are welcomed, supported, and cared for throughout their stay. Our hotel serves airline crews, groups, business travelers, and leisure guests, requiring strong coordination, accurate execution, and thoughtful service around the clock.

You will lead managers, supervisors, and front desk associates, ensuring every shift has the direction, training, and accountability needed to succeed. You will also work closely with Housekeeping, Engineering, Sales, Revenue Management, and other departments to keep operations aligned and guest needs at the center of decisions.

Guest Experience & Service Recovery

• 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.

Team Leadership & Accountability

• 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.

Marriott Systems & Operational Excellence

• 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…