Director of Front Office

We are conducting a confidential search for an experienced Director of Front Office to join the leadership team of a distinguished luxury resort. This is an exceptional opportunity for a service-driven hospitality leader who thrives in a guest-focused environment and is passionate about creating memorable experiences while leading a high-performing team.

The Director of Front Office is responsible for overseeing all Front Office operations, including Front Desk, Concierge, Guest Services, PBX, and Night Audit. This leader will drive operational excellence, mentor and develop team members, and ensure every guest interaction reflects the highest standards of luxury hospitality.

The ideal candidate is a visible, hands‑on leader who enjoys coaching others, building strong relationships with guests and associates, and creating a culture centered on service excellence, accountability, and continuous improvement.

• Provide strategic and day‑to‑day leadership for all Front Office operations, including Front Desk, Concierge, Guest Services, PBX, and Night Audit.
• Create an exceptional guest arrival, stay, and departure experience through personalized service and attention to detail.
• Lead, coach, mentor, and develop department leaders and hourly associates while fostering a culture of engagement and accountability.
• Ensure luxury service standards are consistently executed through training, observation, and ongoing performance coaching.
• Partner closely with Rooms Division leadership and other operational departments to deliver seamless guest experiences.
• Resolve guest concerns professionally while identifying opportunities to exceed expectations.
• Monitor departmental performance, labor costs, scheduling, and operational efficiencies.
• Oversee VIP arrivals and collaborate with internal teams to anticipate guest needs before arrival.
• Promote guest recognition initiatives and service recovery efforts that strengthen guest loyalty and satisfaction.
• Maintain high standards of professionalism, communication, and operational consistency throughout the department.
• Foster collaboration across departments to ensure efficient hotel operations and exceptional service delivery.

• Minimum of five years of progressive Front Office leadership experience within a luxury hotel or resort environment.
• Demonstrated success leading large guest‑facing teams in a high‑volume operation.
• Strong knowledge of luxury hospitality service standards and guest experience management.
• Excellent leadership, coaching, and employee development skills.
• Outstanding communication, organizational, and problem‑solving abilities.
• Ability to thrive in a fast‑paced, service‑oriented environment while managing multiple priorities.
• Experience managing labor, scheduling, and departmental budgets preferred.
• Flexible schedule, including evenings, weekends, and holidays, as business needs require.

• A highly visible, hands‑on operational leader
• Passionate about luxury hospitality and personalized guest service
• Skilled at building, developing, and inspiring high‑performing teams
• Calm under pressure and decisive in challenging situations
• Collaborative, approachable, and committed to operational excellence
• Dedicated to creating memorable guest experiences while supporting a positive team culture

This is a confidential search. Additional details regarding the property, location, and compensation will be shared with qualified candidates during the interview process.