Director of Front Office Operations

Director of Front Office – Responsibilities

Luxury Resort on the East Coast is seeking an experienced Front Office leader for a Director of Front Office role.

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.

• Be the leader in ensuring that associates are trained in and uphold all service procedures and communication standards outlined in the Standard Operating Procedure Manuals; that all 21-day training programs are executed, signed, and delivered to HR.
• Be visible to guests and associates on the floor, hands-on, included in the management team and stationed in a highly visible area to our guests.
• Effectively communicate with guests and receive and resolve 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.
• Manage and motivate all staff with daily supervision and support.
• Create and enforce a culture of accountability.
• Organize and conduct monthly departmental and inter-departmental 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 communication daily.