Director of Front Office

About This Role

The Director of Front Office will strategically lead and manage all aspects of the guest arrival, departure, and lobby experience, overseeing the Front Desk, Bell/Valet, PBX, and Concierge teams. This role ensures exceptional hospitality, operational excellence, and strong financial performance for a four-diamond destination resort.

Responsibilities

• Lead, inspire, and develop a high-performing Front Office leadership team across multiple areas.
• Own the guest journey from arrival through departure, ensuring smooth check-ins/outs and accurate billing.
• Champion guest feedback and lead action plans to continuously improve service scores.
• Oversee day-to-day operation of Front Desk, Bell/Valet, Concierge and PBX, ensuring proper staffing and training.
• Develop and manage departmental budgets, forecasts, and productivity plans.
• Recruit, select, and onboard high-caliber team members who embody the hospitality culture.
• Ensure compliance with all company policies, brand standards, and relevant regulations.

Requirements

• 5+ years of progressive Front Office / Rooms experience in upper-upscale or luxury hotels/resorts.
• Minimum 2–3 years in a leadership role overseeing Front Desk and at least one other guest services area.
• PMS experience (Infor HMS strongly preferred).
• Strong business acumen and ability to interpret financial reports and guest data.
• Excellent communication and interpersonal skills.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.

Qualifications

• 5+ years of progressive Front Office / Rooms experience in an upper-upscale or luxury hotel or resort environment, with at least 2-3 years in a leadership role overseeing Front Desk and one additional guest service area.

Nice to Have

• Experience in a large, complex, or resort-style property and/or strong group and conference business.
• Passion for hospitality and guest experience.
• Proven ability to lead and develop teams, drive accountability, and build a positive culture.
• Strong problem-solving skills, with ability to stay calm under pressure.
• Tech-savvy and comfortable learning and teaching hotel systems and tools.

Skills

* Required skills

Benefits