Reports to: Director of OperationsPosition OverviewThe Director of Front Office at Carneros Resort and Spa is responsible for the strategic and operational leadership of the Front Office, including Front Desk, Guest Services, AYS (At Your Service), and Bell Services. This leader ensures that all aspects of the guest arrival and departure experience reflect the resort's commitment to Forbes-level luxury service while also overseeing system optimization, team training, cross-departmental collaboration, and operational accountability.
The ideal candidate is a hands-on, systems-savvy leader with exceptional attention to detail, a talent for anticipating guest needs, and the ability to coach and inspire a service-forward team in a fast-paced, luxury resort environment.
Key ResponsibilitiesGuest Experience & Forbes-Level Service
- Champion a culture of anticipatory, intuitive, and personalized service across all front office touchpoints.
- Ensure consistent execution of Forbes Five-Star service standards, from pre-arrival to post-departure.
- Empower team members to proactively resolve guest issues with confidence and professionalism, supporting service recovery as needed.
- Serve as a visible leader in the lobby, engaging with guests and supporting the team during peak periods.
Team Leadership & Training
- Lead, train, and develop the Front Office team, fostering a culture of excellence, accountability, and engagement.
- Design and implement ongoing training programs focused on service delivery, systems usage, guest engagement, and Forbes standards.
- Conduct regular performance evaluations, provide coaching, and establish clear goals and development plans.
- Maintain a succession-ready team through mentoring and internal growth opportunities.
Systems Optimization & Operational Efficiency
- Oversee all front office systems (e.g., PMS, guest request systems, key control, and reporting tools) to ensure accuracy, functionality, and efficiency.
- Monitor and manage key performance indicators including check-in/check-out times, guest satisfaction scores, and upsell conversions.
- Audit processes regularly and lead improvement initiatives that drive operational success and service consistency.
- Manage and optimize room allocation strategies, early arrivals, late departures, and special requests in collaboration with Revenue and Housekeeping.
Cross-Departmental Communication & Collaboration- Serve as a liaison between Front Office and other operational departments including Housekeeping, Engineering, Spa, Food & Beverage, and Banquets.
- Lead or participate in daily and weekly operational meetings to ensure alignment and smooth guest transitions.
- Collaborate with Sales and Events teams on VIP, group, and wedding stays to ensure flawless coordination.
- Ensure timely and accurate sharing of guest preferences, special needs, and service opportunities across all teams.
Accountability & Financial Stewardship- Own the department's labor, scheduling, and payroll management, ensuring efficient operations aligned with business volumes.
- Analyze and monitor guest satisfaction metrics, comment cards, and service audits to drive improvements.
- Oversee and refine upselling, amenities, and in-room offerings to contribute to departmental revenue goals.
- Ensure compliance with all resort policies, procedures, safety protocols, and luxury service standards.
Qualifications- 5+ years of progressive Front Office leadership experience in a luxury hotel or resort setting.
- Strong knowledge of hospitality systems and technology (PMS, POS, mobile check-in, guest request systems, etc.).
- Deep understanding of Forbes Five-Star service standards and luxury guest expectations.
- Proven ability to train, coach, and lead high-performing teams while holding them accountable to results.
- Excellent communication, interpersonal, and problem-solving skills.
- Financial acumen, with experience managing departmental budgets, labor forecasting, and cost control.
- Availability to work a flexible schedule including weekends, holidays, and peak business periods.
- Familiarity with Napa/Sonoma resort markets and guest expectations is a plus.
