E11EVEN - Director of Front Office

Director Of Front Office

The Director of Front Office is a high-impact leader who sets the pace for the guest experience and serves as the face and rhythm of E11EV
EN Hotel & Residences. Overseeing Guest Services, Valet, and Front Desk operations, this role ensures every arrival, stay, and departure feels seamless, elevated, and unmistakably E11EV
EN. The Director drives service excellence with precision and style, balances hospitality with operational discipline, and delivers results by maximizing room revenue, productivity, and guest satisfaction. This leader develops confident, service-obsessed managers and teams, creates consistency across all shifts, and partners closely with internal departments to keep operations moving at the same energy as the brand. The role also acts as a key liaison to the hotel's leased restaurant and retail partners, ensuring alignment, flow, and a cohesive guest journey throughout the property.

Responsibilities include leading all Front Office operations, setting clear expectations for service excellence, serving as the primary escalation point for guest requests, motivating and developing Front Office leadership and teams, overseeing recruitment and hiring, maintaining professional communication with all departments, driving revenue and productivity, managing labor productivity and expense control, supporting succession planning, coordinating major Front Office initiatives, acting as liaison to restaurant and retail partners, participating in the Manager on Duty program, ensuring Front Office teams are knowledgeable of corporate marketing and brand programs, and closely monitoring VIPs and special guests.

Qualifications include a minimum of six years of progressive experience in hotel operations or a related field, strong verbal and written communication skills, flexibility to work long hours, strong problem-solving skills, and adherence to Highgate standards, policies, safety regulations, and brand expectations.