Director of front Office

Job Overview:

We are seeking a dynamic and results-driven Director of Front Office to lead the front office operations at Cliff House. This strategic leadership role is responsible for overseeing the daily functions of the front desk, concierge, PBX, and bell services while ensuring the highest level of guest satisfaction, team performance, and financial efficiency. The Director of Front Office is a key stakeholder in operational strategy, financial accountability, and driving an exceptional guest experience. This role requires strong leadership, financial acumen, and a commitment to service excellence.

Starting Salary Range: $80,000 - $90,000

Essential Functions:

Strategic Leadership & Financial Accountability

• Oversee all front office operations, ensuring seamless guest experiences and adherence to luxury service standards.
• Develop, monitor, and manage departmental budgets, forecasting, and financial planning to optimize revenue and control expenses.
• Identify revenue-generating opportunities, including upselling strategies, to maximize occupancy.
• Implement cost control measures while maintaining service excellence and operational efficiency.
• Analyze key performance metrics (labor costs, guest satisfaction scores) and implement action plans for continuous improvement.
• Act as a key leader in driving financial accountability, labor productivity, and overall department profitability.
• Ensure daily reporting from Night Audit is properly prepared and distributed.
• Monitor Open Folio and credit limit reports, daily.
• Ensure all front office functions align with the resort's business goals and financial objectives.

Guest Experience & Service Excellence

• Lead the front office team in delivering professional, friendly, and engaging service while proactively anticipating guest needs.
• Ensure VIP and group arrivals are handled flawlessly, coordinating with other departments to exceed expectations. Routing, alerts, VIP codes, are properly in place.
• Oversee room assignments to optimize guest satisfaction and ensure seamless accommodations.
• Maintain comprehensive knowledge of:
• Resort features, services, and hours of operation.
• Room types, locations, rates, packages, and promotions.
• Daily house counts, expected arrivals, and departures.
• Resolve guest concerns with discretion, sound judgment, and a focus on long-term guest loyalty.
• Monitor and analyze guest feedback through Revinate, Medallia, and other platforms to identify trends and implement service enhancements.

Team Leadership & Training

• Recruit, train, and mentor front office leaders and associates to cultivate a high-performing, service-oriented team.
• Establish accountability through clear expectations, coaching, and performance management.
• Foster a culture of teamwork, collaboration, and professional growth within the department.
• Ensure proper staffing levels and scheduling within financial guidelines to optimize productivity.
• Oversee the implementation of ongoing training programs to enhance service consistency and team development.
• Conduct regular performance evaluations, providing feedback and development plans for team members. Utilizing Pulse Checks, Safety Culture, and other established programs.

Operational Efficiency & Collaboration

• Develop and implement Standard Operating Procedures (SOPs) for front office functions, ensuring consistency and operational effectiveness.
• Maintain close communication with Housekeeping, Reservations, and Food & Beverage teams to enhance the overall guest experience.
• Monitor special reservations, oversee VIP and group arrivals, and manage amenity orders and guest preferences.
• Oversee daily operations, anticipate critical situations, and proactively plan solutions to enhance efficiency.
• Ensure all safety policies, security procedures, and compliance standards are upheld.

Communication & Administration

• Lead pre-shift meetings, departmental briefings, and cross-departmental collaboration efforts.
• Act as a key liaison between front office operations and senior leadership, providing reports and recommendations for strategic improvements.
• Utilize Opera, Alice, Zingle, SpaSoft, OpenTable, and Toast to streamline operations and enhance guest engagement.
• Ensure compliance with Cliff House policies and maintain accurate records for guest incidents, employee performance, safety, key control and operational reports.

Qualifications:
To perform the essential functions of this role satisfactorily, candidates must meet the following qualifications:

• Proven leadership experience in luxury hospitality and front office operations.
• Strong financial acumen with experience in budgeting, forecasting, and cost control.
• Excellent problem-solving, communication, and organizational skills.
• Ability to analyze financial data and guest feedback metrics to drive strategic improvements.
• Highly adaptable, results-driven, and capable of handling multiple priorities in a fast-paced environment.
• Degree in Hospitality Management or Business Administration preferred.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Experience with Opera, Alice, Zingle, SpaSoft, OpenTable, Toast is a plus.

Physical Requirements:

• Frequent standing and walking throughout shifts.
• Occasional lifting and carrying up to 30 lbs.
• Occasional kneeling, pushing, pulling, and lifting.

A qualified applicant is a "people person" who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy.

Needed Attributes

Employees must fulfill their performance standards for this position and comply with policies, rules and procedures of the Hotel, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. The job description is intended to describe the general nature and work responsibilities of the position. This job description and duties of this position are subject to change, modification and addition as deemed necessary by the Hotel. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other Hotel Officials.