Director of Front Office Jobs

South Seas

Location:
United States, Captiva

Category:
Hospitality and Tourism

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Director of Front Office is a key leadership position responsible for managing and elevating the guest experience through seamless coordination of the Front Desk, Guest Services, Guest Response Center and Bell Services operations. This role ensures an attentive, courteous, and efficient arrival-to-departure process for all guests, while also driving departmental performance, financial success, and team development. As part of the Rooms Division leadership team, the Director of Front Office will collaborate closely with the Director of Rooms, Resort Manager, and other department heads to deliver memorable guest experiences, uphold brand standards, and implement strategic initiatives. This position plays a critical role in training, operational oversight, and continual service improvement while actively supporting the resort’s long-term vision.

Job Responsibility:

Lead, mentor, and develop a high-performing Front Office team
Responsible for recruiting, hiring, onboarding, training, performance management, and succession planning for all Front Office team members
Conduct regular team meetings, daily briefings, one-on-ones, and annual performance evaluations
Ensure all team members are trained in service standards, property protocols, emergency procedures, and resort systems
Oversee day-to-day operations of the Front Desk, Concierge, Bell Staff, and Guest Services functions
Ensure guest arrival, room assignment, check-in/check-out processes, and billing operations are executed accurately and efficiently
Monitor daily reports (e.g., arrivals, departures, VIPs, special requests) and coordinate with Housekeeping, Reservations, and Engineering to meet guest needs
Ensure accurate handling of financial transactions, deposits, adjustments, and cash reconciliation procedures
Maintain daily shift logs and ensure proper documentation for all operational activities
Serve as the primary point of contact for guest issues, complaints, and feedback, responding promptly and empathetically while ensuring successful resolution
Actively engage with guests throughout their stay to anticipate needs, identify service opportunities, and exceed expectations
Oversee all VIP and special occasion stays, ensuring personal attention and coordinated touchpoints across departments
Monitor service metrics (Zingle, Medallia, direct feedback) and implement continuous improvements based on insights
Collaborate with the Director of Rooms and Resort Manager on forecasting, budgeting, and P&L analysis for the department
Analyze labor productivity and staffing levels in relation to occupancy and forecast, ensuring effective scheduling and resource optimization
Identify and implement operational efficiencies and service innovations to enhance guest satisfaction and revenue generation
Monitor and control department expenses, including labor, supplies, and equipment maintenance
Ensure proficiency and accuracy in all Front Office systems including SMS HOST, HotSOS, iHotelier, Safelok, Zingle, and Medallia
Generate and analyze performance, occupancy, revenue, and labor reports to support strategic decision-making
Maintain accurate and up-to-date departmental SOPs, training materials, and policy documentation
Serve as MOD as scheduled, acting as the senior leader on-site to support operational needs, resolve guest concerns, and ensure smooth cross-departmental coordination
Assist in emergency response situations, including evacuations, guest safety concerns, and incident reporting in collaboration with Security and Engineering teams
Enforce resort safety protocols and provide guidance to staff and guests in critical situations
Administer employee relations and disciplinary actions fairly and consistently, in alignment with company policies and procedures
Conduct onboarding, orientation, and continuing education for all Front Office associates
Lead the development and ongoing revision of SOPs, department workflows, and guest service playbooks

Requirements:

High School diploma or GED required
associate or bachelor’s degree in hospitality, Business Administration, or a related field strongly preferred
Minimum of 5 years in a hotel Front Office leadership role, preferably within a resort or luxury property
Minimum of 3 years’ experience managing a team, including hiring, coaching, scheduling, and performance reviews
Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
Proficiency in SMS HOST, HotSOS, Safelok, Zingle, iHotelier, and related property management systems preferred
Strong written and verbal communication skills
fluency in English required
bilingual (Spanish or Creole) is a plus
Ability to communicate complex information clearly and effectively with guests, peers, and senior leadership
Must be able to work in a high-energy, fast-paced environment with fluctuating demands
Must be able to stand, walk, and remain mobile for extended periods
Must be able to lift up to 40 pounds and respond to physical demands of the job
Must be comfortable working indoors and outdoors, including exposure to heat, humidity, or inclement weather
Managers are expected to maintain flexible availability, including evenings, weekends, and holidays, to accommodate business needs, which will include working over 40 hours per week and responding to emergencies or unplanned operational needs after hours

Nice to have:

associate or bachelor’s degree in hospitality, Business Administration, or a related field
bilingual (Spanish or Creole)

What we offer:

Base Pay + Annual Bonus
Low-cost Medical, Dental, Vision Plans
Paid Life Insurance
Short- and Long-Term Disability
Paid Time Off & Holidays
401(k) with 100% match up to 4 percent
Commuter and Company-paid Toll Programs
Complimentary Shift Meal
Relocation Assistance
Housing Assistance

Additional Information:

Job Posted:
December 12, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Director of Front Office