Director of Front Office

The Director of Front Office is responsible for the overall leadership, operation, and service standards of the Club’s front-facing departments, including the Front Desk, Bell Services, Security, and PBX/Communications. This role ensures exceptional and seamless member and guest experience while maintaining operational excellence, safety, and effective communication across all points of arrival and contact.

This position serves as a highly visible, hands-on leader who sets service expectations, develops teams, and ensures front office operations align with the Club’s culture, values, and service philosophy.

Essential Duties and Responsibilities

Leadership & Staff Management

• Provide direct oversight of front desk, bell services, security, and PBX managers, supervisors, and staff.
• Recruit, hire, onboard, train, and develop front office team members in partnership with Human Resources.
• Establish clear performance standards and provide consistent coaching, feedback, and corrective action when necessary.
• Create and manage department schedules to ensure appropriate coverage while controlling labor costs.
• Conduct performance evaluations and support employee engagement, development, and succession planning.

Member & Guest Experience

• Ensure a consistent professional, welcoming, and secure experience for all members and guests across all front-of-house touchpoints.
• Oversee arrival, departure, access control, and communication processes to ensure efficiency and hospitality excellence.
• Address and resolve escalated member and guest concerns with discretion, professionalism, and sound judgment.
• Empower front office staff to resolve issues within established guidelines while upholding Club standards.
• Maintain a strong on-floor presence to observe service delivery and support staff in real time.

Operations & Standards

• Develop, maintain, and enforce policies, procedures, and service standards for front desk, bell services, security, and PBX operations.
• Oversee daily operations including reservations, billing accuracy, member access, safety protocols, communications, and information flow.
• Ensure security coverage and procedures support a safe and welcoming environment for members, guests, and staff.
• Monitor operational performance and implement improvements to enhance efficiency, service quality, and consistency.
• Ensure all front office systems and technologies are used correctly and consistently.
• Work closely with Housekeeping, Engineering, Membership, Events, Food & Beverage, Finance, and other departments to ensure seamless Club operations.
• Partner with Security leadership to align safety procedures with service expectations.
• Ensure PBX and communications teams effectively support member needs and internal coordination.
• Communicate operational updates, service issues, and priorities clearly and proactively.
• Participate in management meetings and contribute to broader Club initiatives and strategic goals.
• Monitor labor costs and manage front office budgets within established guidelines.
• Ensure accurate timekeeping, payroll submission, and departmental reporting.
• Maintain compliance with Club policies, employment laws, and safety and security standards.

Qualifications

Education and Experience

• Bachelor’s degree preferred or equivalent combination of education and experience.
• Minimum of 5years of leadership experience in a private club, hotel, or high-service hospitality environment.
• Prior experience managing front desk or guest services operations required; experience overseeing security, bell services, or communications teams strongly preferred.

Skills and Competencies

• Strong leadership and people management skills.
• Excellent interpersonal, communication, and conflict resolution abilities.
• Sound judgment and discretion when handling sensitive member matters.
• Strong organizational, operational, and problem-solving skills.
• Ability to remain calm, professional, and effective in a fast-paced, high-expectation environment.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to occasionally lift up to 20 pounds.
• Ability to work evenings, weekends, and holidays as required by Club operations.

This position operates primarily in a member-facing, front-of-house environment and requires frequent interaction with members, guests, and staff across the Front Desk, Bell Services, Security, and PBX operations.