Director of Front Office.
The
Director of Front Office provides strategic leadership for all Front Office operations, including Front Desk, Concierge, Bell Services, Group Reservations, and Owner Relations. This position is responsible for delivering exceptional guest experiences, leading a high-performing team, managing departmental budgets and operational performance, and fostering collaboration across Resort departments. The ideal candidate is a proven hospitality leader with a passion for guest service, employee development, and operational excellence.
Duties & Responsibilities:- Provide leadership and direction for the Front Desk, Bell Services, Concierge, Group Reservations, and Owner Relations teams.
- Oversee daily Front Office operations, including guest arrivals and departures, room inventory, system management, and valet operations.
- Recruit, hire, train, coach, and develop team members while fostering a positive, service-focused work environment.
- Conduct performance evaluations and administer coaching, corrective action, and performance management as needed.
- Develop and implement service enhancements to continuously improve the guest experience.
- Monitor departmental expenses, manage supply costs, and support annual budget planning and financial goals.
- Review and analyze daily, weekly, and monthly operational and financial reports to identify trends and opportunities for improvement.
- Review guest satisfaction surveys and implement initiatives to enhance service quality and operational performance.
- Collaborate with Housekeeping, Engineering, Marketing, Sales, and other Resort departments to ensure seamless guest experiences.
- Build and maintain positive relationships with condominium owners and provide insight into rental performance.
- Partner with the Marketing team to develop lodging packages, promotions, and guest experience initiatives.
- Establish and maintain high standards for guest service, operational efficiency, and facility presentation.
- Participate in daily, weekly, and monthly Resort leadership meetings.
- Perform additional duties as assigned.
Qualifications:- Minimum of four (4) years of progressive leadership experience in hotel Front Office or Rooms Division operations.
- Minimum of two (2) years of experience leading and developing teams of 20 or more employees.
- Demonstrated commitment to delivering exceptional guest service and fostering a positive, collaborative workplace culture.
- Strong leadership, coaching, and employee development skills.
- Experience managing departmental budgets, interpreting financial reports, and making data-driven operational decisions.
- Strong understanding of hotel operations, room inventory management, and guest service best practices.
- Excellent verbal and written communication, organizational, and problem-solving skills.
- Proficiency with property management systems and Microsoft Office; experience with OPERA or similar systems preferred.
- Ability to collaborate effectively across multiple departments and build strong working relationships.
- Flexible availability, including days, evenings, weekends, and holidays as business needs require.
- Engage in physical activities like standing for long periods, walking, and utilizing hands for tasks that involve gripping, handling, and reaching.
- Ability to safely lift and/or move up to 25 pounds.
