Job Description

Job Location: B Ocean Resort - Fort Lauderdale, FL 33316
Position Type: Full TimeEducation
Level: Graduate Degree
Salary Range: $75,000.00 - $85,000.00 Salary/year
Travel Percentage: None
Job Shift: Any
Job Category: Admin - ClericalThe Director of Front Office leads all guest-facing Rooms operations—Front Desk, Guest Services/Reservations, PBX, and Night Audit. You’ll set service standards, build a high-performing team, own queue/arrival performance and billing accuracy, and partner across departments to deliver a seamless arrival-to-departure experience that drives reputation and revenue.
Key Responsibilities
Guest Experience & Brand Quality
- Champion a warm, efficient welcome and farewell; be floor-present during peaks.
- Achieve/exceed guest satisfaction, online reputation, and brand QA/mystery shop targets.
- Oversee VIP/loyalty recognition, amenity programs, and service recovery protocols.
Leadership & Talent
- Hire, train, schedule, and develop front office leaders and associates; run huddles, 1:1s, and performance reviews.
- Build a culture of accountability, recognition, and continuous improvement; manage labor to forecast.
Operations & House Status
- Own daily house coordination with Housekeeping/Engineering to minimize OOO/OOI and meet early-arrival/VIP priorities.
- Supervise Night Audit close; ensure balanced ledgers, accurate reports, and clean handoffs.
Revenue, Controls & Risk
- Safeguard rate integrity, authorizations, deposits/refunds, direct-bill, and chargeback responses.
- Drive upsell and attachment programs (room type, parking, packages, F&B); monitor conversion and check-in retailing.
- Enforce PCI, privacy, key control, cash handling, and lost & found policies.
Systems & Technology
- Serve as business owner for PMS, payment terminals, mobile/keyless entry, messaging/call routing, and queue tools.
- Ensure data integrity (profiles, market/source codes) and accurate, on-time reports/KPIs.
PBX / Rooms Control
- Set standards for call handling, dispatch, luggage/transportation flow, curbside experience, and vendor SLAs (if outsourced).
- Balancing the house, assigning rooms, guest calls & tickets
Analytics & Reporting
- Track and publish KPIs: queue/wait times, check-in/out metrics, upsell revenue, guest recovery trends, audit exceptions, labor productivity, loyalty enrollments.
- Present weekly ops readouts with actions and follow-through.
Safety, Compliance & Facilities Care
- Partner with Security on incident response; uphold ADA, OSHA, and brand standards; ensure lobby readiness and cleanliness.
Projects & Continuous Improvement
- Lead SOP updates, system rollouts (e.g., mobile check-in), and lobby enhancements; support openings/renovations and cross-functional initiatives.
Benefits We Offer:
- Competitive Salary: A comprehensive and competitive compensation package.
- Performance Bonuses: Based on company and individual performance.
- Health Benefits: Full medical, dental, and vision coverage.
- Retirement Savings: 401(k) plan with company match to help secure your financial future.
- Paid Time Off (PTO): Generous vacation, sick leave, and paid holidays to promote work-life balance.
- Professional Development: Opportunities for career advancement, mentorship, and ongoing learning.
- Employee Discounts: Discounts on hotel stays and services across PHM properties.
- Wellness Programs: Access to health and wellness initiatives to support a balanced lifestyle.
Performance Hospitality Management (PHM) is an Equal Opportunity Employer (EEO):
PHM is committed to diversity, equity, and inclusion in the workplace. We provide equal employment opportunities to all qualified individuals regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, disability, or age. We embrace diversity and are committed to creating an inclusive environment for all employees.

Qualifications
- 5–7+ years progressive Front Office/Rooms leadership, including 2+ years managing multi-function FO teams (Front Desk, PBX, Bell/Valet, Concierge, Night Audit).
- Proven results in guest satisfaction, brand QA, upsell/revenue capture, and labor/cost control.
- Expert with PMS (e.g., Opera/Cloud PMS), and Microsoft 365/Google Workspace; smartsheets; assa abloy, zingle
- Strong coaching, communication, and conflict-resolution skills; calm, decisive presence during high volume and escalations.
- Working knowledge of PCI, ADA, cash controls, chargebacks, and basic revenue/inventory concepts.
- Bachelor’s degree in Hospitality/Business preferred; bilingual a plus.
Physical Requirements
- Frequent standing/walking and lobby presence; regular computer/phone use.
- Lift/push/pull up to 25–30 lbs occasionally (luggage, packages).
- Flexible schedule including nights/weekends/holidays as business requires.