E11EVEN - Director of Front Office

Compensation Type

Yearly

Inspired by the human condition in its many forms, E11EV
EN Club Hotel & Residences were created to promote an exclusive, personal and self-curated way of being. At the Residences, choice surrounds you all day long.

Located within the creative and thriving metropolis of Miami, E11EV
EN Hotel & Residences perfectly reflect the vibrancy of its surroundings, people and culture.

The Director of Front Office leads guest experiences and coordinates front desk, guest services and valet. This high‑impact role sets the pace for the guest experience, drives service excellence, maximizes room revenue and builds a confident, service‑obsessed team.

• Lead all Front Office operations, ensuring every guest interaction reflects E11EV
  EN standards.
• Model attentive, friendly, professional behavior to set service expectations.
• Serve as the primary escalation point for guest requests, concerns, complaints, and service recovery.
• Motivate and coach Front Office leadership and teams, fostering accountability and continuous improvement.
• Recruit, interview, and hire Front Office leaders in partnership with HR; ensure compliance with hiring procedures.
• Maintain open communication with all departments, promoting alignment during daily operations and peak periods.
• Drive revenue and productivity by monitoring occupancy, supporting upsell initiatives, and partnering with Revenue Management.
• Monitor labor productivity and expense control through schedule approvals, budget oversight, and financial discipline.
• Develop succession plans by preparing high‑potential talent for future growth.
• Coordinate major Front Office initiatives, including renovations, system upgrades, and equipment transitions.
• Act as liaison to the hotel’s leased restaurant and retail partners, ensuring coordination and operational alignment.
• Oversee all Front Office systems and platforms, ensuring data accuracy and operational reliability.
• Participate in Manager on Duty program and other operational meetings.
• Ensure teams align with current corporate marketing, loyalty, and brand programs.
• Monitor VIPs and high‑profile stays to deliver personalized, elevated experiences.

• Minimum of six years progressive experience in hotel operations or related field, or a combination of education and experience as specified.
• Prior Front Office management experience in a luxury or lifestyle hotel brand.
• Proficiency in Microsoft Excel and Word; strong verbal and written communication skills.
• Ability to multitask, prioritize, and meet deadlines in a fast‑paced, high‑energy environment.
• Flexible to work long hours and participate in Manager on Duty coverage, meetings, and trainings.
• Strong problem‑solving skills with the ability to anticipate challenges, evaluate information, and implement solutions.
• Discretion, confidentiality, and compliance with Highgate standards, policies, safety regulations, and brand expectations.