Director of Front Office

Director Of Front Office

The Director of Front Office is responsible for providing the highest level of personalized service and ensuring exceptional guest experiences throughout all Front Office operations. Responsibilities include, but are not limited to, delivering the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner; gathering pertinent operational information through attendance at daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews;

and providing leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams.

The Director of Front Office must serve as a visible role model for the resort's service culture and Forbes Five-Star standards, consistently demonstrating the behaviors, professionalism, and attention to detail expected of every team member. This position is responsible for training, coaching, monitoring, and holding staff accountable to Five-Star service standards, ensuring every guest interaction reflects the resort's commitment to luxury hospitality.

Through continuous observation, feedback, recognition, and performance development, the Director fosters a culture of excellence, consistency, and genuine hospitality while ensuring all team members are knowledgeable, confident, and committed to delivering exceptional service on every shift.

Additional responsibilities include:

• Be the leader in ensuring that associates are trained in and uphold all service procedures and communication standards that are outlined in the Standard Operating Procedure Manuals. That all 21-day training programs are executed, signed and delivered to HR.
• Be the leader who is visible to guests and associates on the floor, be the leader who is hands-on and included in the management team and stationed in a highly visible area to our guests.
• Be the leader who effectively communicates with the guests and receives and resolves all departmental complaints in a timely manner.
• Develop and implement strategies for the Front Desk, PBX, Night Audit and Guest Experience Departments on customer service improvements and operational efficiency.
• Always present a professional appearance.
• Manage and motivate all staff with daily supervision and support.
• Create and enforce a Culture of accountability.
• Organize and conduct monthly departmental and interdepartmental meetings.
• Provide clear direction in advising and instructing staff in details of their work.
• Manage and monitor labor costs, payroll, and supplies.
• Work closely with Director of Rooms to ensure proper communications daily.
• Check Daily and Weekly reports highlighting the upcoming arrivals and in house VIP's.
• Forecast and detail the needs of the arriving VIP Guests.
• Work with concierge team on arrivals and information of VIPs and ensure that they can contact them pre-arrival to anticipate all needs.
• Understand the process of achieving the best possible profitability and maximization of revenue in Rooms and Food and Beverage Departments by referrals and upselling.
• Execute a Show Me You Know Me program for guest recognition through the front desk department.
• Ensure all team members are maintaining the standards of personal presentation and hygiene.
• Lead resort in overall communication of hotel and local offerings
• Coordinate with leadership teams to ensure each Legacy, VIP guests are met and greeted by a team member personally.
• Empower team to monitor every day of guest stay, resolve challenges and follow up to ensure guest satisfaction. Help develop and guide team's ability to own recoveries as needed.
• Log all internal and guest related incidents into Know Cross to include factual account and cost of recovery.
• Ensure contracts for all local offerings or third-party bookings are accurate and yield the proper pricing and fees for the hotels.

Compensation: $80,000.00 - $90,000.00

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.