Position Summary

The Front Office Director oversees all front-of-house operations, ensuring an exceptional guest experience at a luxury resort. This role provides leadership and direction for the Front Desk, Concierge, Bell Services, and Guest Relations teams while maintaining brand standards, operational efficiency, and financial performance.

The ideal candidate is a dynamic hospitality professional with a strong service ethos, proven leadership in luxury resort operations, and a commitment to creating memorable guest experiences.

Key Responsibilities

Guest Experience & Service Excellence

• Lead Front Desk, Concierge, Bell Services, PBX, and Guest Relations teams to deliver personalized, high-touch service
• Ensure smooth check-in/out, reservations, and guest communications
• Proactively resolve guest concerns, service recovery, and VIP requests
• Uphold luxury service standards aligned with Forbes Five-Star or AAA Four/Five Diamond expectations

Operational Management

• Oversee daily front office operations, staffing, scheduling, and workflow
• Monitor room inventory, reservations, and guest requests
• Implement and maintain SOPs, standard operating procedures, and service protocols
• Collaborate with Housekeeping, Reservations, Sales, and F&B to ensure seamless operations

Leadership & Team Development

• Recruit, train, coach, and mentor front office and guest services team members
• Conduct performance evaluations and provide ongoing professional development
• Foster a culture of accountability, teamwork, and excellence
• Lead daily briefings, operational meetings, and cross-department communication

Financial & Administrative Oversight

• Manage departmental budgets, labor, and productivity metrics
• Monitor revenue through upselling initiatives and loyalty program participation
• Ensure accurate reporting, daily audits, and operational compliance

Brand & Quality Standards

• Maintain high levels of guest satisfaction scores and online reputation
• Ensure compliance with brand standards, safety, and regulatory requirements
• Support luxury service audits, quality inspections, and staff training

Required Qualifications

• 5+ years of progressive front office or guest services leadership experience in luxury resorts or hotels
• Experience with Forbes Five-Star, AAA Four/Five Diamond, or branded luxury resorts
• Strong knowledge of Front Office operations, PMS systems, and guest service standards
• Proven ability to lead and develop high-performing teams
• Exceptional communication, problem-solving, and interpersonal skills
• Flexible availability, including evenings, weekends, and holidays

Preferred Qualifications

• Multi-department oversight experience in Rooms Division
• Bachelor’s degree in Hospitality Management, Business, or related field
• Experience in high-volume, seasonal, or destination resort markets

Compensation & Benefits

• Competitive salary and performance-based incentives
• Health, dental, and vision coverage
• Paid time off and holiday benefits
• Professional development and career advancement opportunities