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
• Monitor guest feedback (internal reports, online reviews) and implement continuous improvement strategies

Leadership & Team Development

• Position reports to Assistant General Manager
• 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.