Director of Front Office

• 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

• 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

bilingual (Spanish or Creole) is a plus

• 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