Director of Front Office

Position SummaryThe 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 ResponsibilitiesGuest Experience & Service ExcellenceLead Front Desk, Concierge, Bell Services, PBX, and Guest Relations teams to deliver personalized, high-touch serviceEnsure smooth check-in/out, reservations, and guest communicationsProactively resolve guest concerns, service recovery, and VIP requestsUphold luxury service standards aligned with Forbes Five-Star or AAA Four/Five Diamond expectationsOperational ManagementOversee daily front office operations, staffing, scheduling, and workflowMonitor room inventory, reservations, and guest requestsImplement and maintain SOPs, standard operating procedures, and service protocolsCollaborate with Housekeeping, Reservations, Sales, and F&B to ensure seamless operationsLeadership & Team DevelopmentRecruit, train, coach, and mentor front office and guest services team membersConduct performance evaluations and provide ongoing professional developmentFoster a culture of accountability, teamwork, and excellenceLead daily briefings, operational meetings, and cross-department communicationFinancial & Administrative OversightManage departmental budgets, labor, and productivity metricsMonitor revenue through upselling initiatives and loyalty program participationEnsure accurate reporting, daily audits, and operational complianceBrand & Quality StandardsMaintain high levels of guest satisfaction scores and online reputationEnsure compliance with brand standards, safety, and regulatory requirementsSupport luxury service audits, quality inspections, and staff trainingRequired Qualifications5+ years of progressive front office or guest services leadership experience in luxury resorts or hotelsExperience with Forbes Five-Star, AAA Four/Five Diamond, or branded luxury resortsStrong knowledge of Front Office operations, PMS systems, and guest service standardsProven ability to lead and develop high-performing teamsExceptional communication, problem-solving, and interpersonal skillsFlexible availability, including evenings, weekends, and holidaysPreferred QualificationsMulti-department oversight experience in Rooms DivisionBachelor’s degree in Hospitality Management, Business, or related fieldExperience in high-volume, seasonal, or destination resort marketsCompensation & BenefitsCompetitive salary and performance-based incentivesHealth, dental, and vision coveragePaid time off and holiday benefitsProfessional development and career advancement opportunities