Minimum 3-5 years of Front Office leadership experience in luxury hospitality
Strong knowledge of PMS systems and Night Audit procedures, Opera Cloud preferred
Demonstrated leadership skills focused on team development and culture building
Exceptional communication, problem-solving, and organizational skills
Ability to thrive in a fast-paced, guest-focused environment
Clean driving record and valid driver's license.
Responsibilities
Oversee all Front Desk and Night Audit operations for an elevated guest experience
Maintain Forbes Five-Star service standards in all guest interactions
Act as the primary escalation point for guest concerns and service recovery
Drive consistency in check-in/check-out procedures and guest communication
Champion a culture of anticipatory service and personalized guest engagement
Lead daily briefings to align the team on arrivals and operational priorities
Collaborate cross-functionally to ensure a seamless guest journey
Benefits
Opportunity to shape the guest experience and service excellence
Engagement with a high-energy, accountability-driven team culture
Involvement in senior leadership discussions and decision-making
Professional development through recruitment, training, and coaching
Potential for revenue generation through upselling strategies and operational efficiency
Full Job Description
Director of Front Office
Position Overview
We are seeking a highly energetic, service-driven Director of Front Office to lead the daily operations of our Front Desk, Transportation and Night Audit teams. This individual will serve as a key leader of the guest experience, ensuring seamless arrivals, departures, and on-property communication between departments.
The ideal candidate is passionate about luxury hospitality, thrives in a fast-paced environment, and brings a proactive, solutions-oriented leadership style that elevates both team performance and guest satisfaction.
Key Responsibilities
Front Office Operation
Oversee all Front Desk and Night Audit operations to ensure a seamless and elevated guest experience from arrival through departure
Maintain Forbes Five-Star (or equivalent luxury) service standards in all guest interaction
Act as the primary escalation point for guest concerns, ensuring prompt and effective service recovery
Drive consistency in check-in/check-out procedures, room readiness, and guest communication
Guest Experience & Service Culture
Work with Assistant Front Office Manager to oversee property transportation team and equipment. Ensure guest arrival and departure experience is up to standards and proper vehicle maintenance of transportation fleet.
Champion a culture of anticipatory service, attention to detail, and personalized guest engagement
Lead daily briefings/stand-ups to align the team on arrivals, VIPs, and operational priorities
Collaborate cross-functionally (Housekeeping, F&B, Activities, Spa) to ensure a seamless guest journey
Represent Front Office Operations on Senior Leadership Team
Recruit, train, coach, and develop Front Desk/Night Audit and Transportation team members
Foster a high-energy, positive, and accountability-driven team culture
Conduct regular performance check-ins, coaching sessions, and evaluations
Ensure all team members are trained in SOPs, service standards, and systems
Financial & Administrative Oversight
Manage labor scheduling to align with occupancy and budget expectations
Monitor departmental expenses and contribute to forecasting and budgeting processes
Ensure accuracy of nightly audit processes, reporting, and financial reconciliations
Drive revenue through upselling strategies and operational efficiency
Compliance & Systems
Ensure adherence to all company policies, safety protocols, and brand standards
Maintain accuracy in PMS, POS, and guest profile systems
Oversee Night Audit procedures, ensuring timely and accurate reporting
Other duties as assigned.
Qualifications
Minimum 3-5 years of Front Office leadership experience in luxury hospitality
Strong knowledge of PMS systems and Night Audit procedures, Opera Cloud preferred
Demonstrated leadership skills with a focus on team development and culture building
Exceptional communication, problem-solving, and organizational skills
Ability to thrive in a fast-paced, guest-focused environment
Clean driving record and valid driver's license.
Core Competencies
Guest-Centric Mindset: Passion for delivering exceptional, personalized experiences
Energy & Presence: Highly engaging, visible leader who motivates and inspires teams
Attention to Detail: Maintains high standards across all operational touchpoints
Collaboration: Works effectively across departments to drive results
Accountability: Takes ownership of both successes and opportunities
Why This Role Matters
This role is instrumental in shaping the first and last impression of the guest experience. The Director of Front Office sets the tone for service excellence, drives revenue through spa and retail integration, and ensures operational precision across all front-of-house touchpoints.
