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Director of front office skills for your resume and career

Updated January 8, 2025
6 min read
Below we've compiled a list of the most critical director of front office skills. We ranked the top skills for directors of front office based on the percentage of resumes they appeared on. For example, 12.4% of director of front office resumes contained reservations as a skill. Continue reading to find out what skills a director of front office needs to be successful in the workplace.

15 director of front office skills for your resume and career

1. Reservations

Here's how directors of front office use reservations:
  • Monitored and regulated room reservations, forecasting and departmental budget to maximized revenue.
  • Monitored all reservations channels, hotel availability and rates.

2. Quality Standards

Quality standards are a specific level of standards of products that are set by the companies for the customers that have to be met and maintained throughout the process until the time of delivery. Quality standards are information that includes the customer's requirements, guidelines, and characteristics for the needed final product or service.

Here's how directors of front office use quality standards:
  • Developed and maintained quality standards for hotel.
  • Assist the General Manager in administering and managing the hotel's operation, maintaining established costs and quality standards.

3. Front Office Operations

Here's how directors of front office use front office operations:
  • Job Duties: Department Head responsible for short and long term planning and the management of front office operations.
  • Oversee all front office operations and provide optimal level of customer services to ensure guest satisfaction at all times.

4. Customer Satisfaction

Here's how directors of front office use customer satisfaction:
  • Supervised practice of efficient sales techniques and communications to operations to ensure customer satisfaction and high return rate.
  • Developed and maintained quality improvement initiatives across all functional organizations, with emphasis on customer satisfaction.

5. Phone Calls

Phone calls are a wireless or wired connection made over a telephone or a mobile phone between two people. Two parties are involved in a phone call, the caller and the receiver. A caller dials the number of the one he wants to call, and the recipient hears a bell or a tune to which he picks up the call. The call establishes a connection between them through which they can communicate. The voice is converted into signals and is transmitted through wired or wireless technology.

Here's how directors of front office use phone calls:
  • Perform basic bookkeeping, filing, phone calls and clerical duties.
  • Answer phone calls in a timely and courteous manner.

6. Cleanliness

Here's how directors of front office use cleanliness:
  • Increased the overall cleanliness score of the hotel YOY by 1.39% by implementing an inspection program and incentive.
  • Conducted daily inspections of guest suites to ensure cleanliness and AKA standards.

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7. Payroll

Payroll is the sum of all the compensation that an organization has to pay to employees at a specified time. Payroll is managed by the finance or HR department while small business owners may handle it themselves. Payroll isn't fixed as it varies every month due to sick leaves, overtime, etc.

Here's how directors of front office use payroll:
  • Created scheduling and inventory tools to reduce payroll and established overall supply monitoring and expense control.
  • Prepared employee Schedule according to business forecast and payroll budget guidelines.

8. Guest Issues

Here's how directors of front office use guest issues:
  • Resolved guest issues when managerial participation was required.
  • Resolved guest and employee issues and taught empowerment to front office staff so they could resolve guest issues with minimal supervision.

9. Hotel Policies

Here's how directors of front office use hotel policies:
  • Uphold hotel policies and procedures.
  • Provided thorough supervision for day-to-day operations of facility in accordance with brand standards and hotel policies.

10. Night Audit

A night audit is conducted at the end of every day to determine the daily sales and revenue taken in. This process is frequently found in companies offering hospitality services, such as hotels and restaurants. Night audits also help managers confirm that any accounting conducted by the front desk is accurate, regardless of whether this system is done by hand or automated.

Here's how directors of front office use night audit:
  • Updated procedures for Night Audit and Front Desk positions and assisted in training of employees on procedures and maintaining audit compliance.
  • Manage team of 17 people including Guest Service Agents, Bellman and Night Auditors.

11. Exceptional Guest

Here's how directors of front office use exceptional guest:
  • Evaluate all guest service related activities and prepare effective strategies to provide exceptional guest services.
  • Provide exceptional guest service while insuring efficient reservation management, registration, billing, and check-cashing services.

12. Guest Complaints

Here's how directors of front office use guest complaints:
  • Managed relationship with the brands corporate customer service office and showed a marked decrease of guest complaints registered through these offices.
  • Handle guest complaints, but train my supervisors and staff to be proactive to potential problems.

13. PBX

PBX represents Private Branch Exchange, which is a private phone network utilized inside an organization or association. The clients of the PBX telephone framework can call internally (inside their organization) and remotely (with the rest of the world), utilizing diverse correspondence stations like Voice over IP or ISDN.

Here's how directors of front office use pbx:
  • Oversee all areas of operation relating to the guest experience for Front Desk, PBX, Guest Services.
  • Supervised day to day activities of front desk, PBX, Bell, and Transportation staff.

14. Sops

A standard operating procedure or simply SOP is a particular operation that needs to be done in accordance with the rules and guidelines of a company or an industry. It is an important way for a company to run smoothly, especially in small businesses. It is like a practice wherein everything an individual or an employee is under a particular standard that is implemented.

Here's how directors of front office use sops:
  • Installed all Operations and Service related SOPS at hotel.
  • Recreated the new hire training program and developed SOPs for the Front Office.

15. Guest Satisfaction

Here's how directors of front office use guest satisfaction:
  • Improved communication and relations between front office and all departments, resulting in increased efficiency and guest satisfaction.
  • Analyzed guest satisfaction scores and implemented incentive programs and problem resolutions to improve scores.
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List of director of front office skills to add to your resume

Director of front office skills

The most important skills for a director of front office resume and required skills for a director of front office to have include:

  • Reservations
  • Quality Standards
  • Front Office Operations
  • Customer Satisfaction
  • Phone Calls
  • Cleanliness
  • Payroll
  • Guest Issues
  • Hotel Policies
  • Night Audit
  • Exceptional Guest
  • Guest Complaints
  • PBX
  • Sops
  • Guest Satisfaction
  • Hotel Operations
  • Room Inventory
  • Revenue Management
  • Performance Reviews
  • Customer Service
  • Cash Handling
  • PMS
  • Room Revenue
  • Guest Rooms
  • Customer Complaints
  • Labor Costs
  • Guest Expectations
  • VIP
  • Executive Committee
  • Room Hotel
  • Room Rates
  • Hotel Guests
  • AAA
  • Room Service
  • Excellent Guest
  • Quality Guest
  • Performance Evaluations
  • Square Feet
  • Front Desk Operations
  • Departmental Budget
  • ADR
  • Guest Service Scores
  • HR
  • Guest Satisfaction Scores
  • Room Property
  • OnQ
  • RevPAR

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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