Director of Front Office

Position Summary: The Director of Front Office provides leadership and daily operational oversight for all Front Office and Guest Services departments, including the Front Desk, Concierge, and Guest Relations. This role is responsible for driving a seamless, arrival and departure experience while fostering an environment of trust, accountability, and exceptional service among supervisors and staff. The Director balances guest-facing excellence with strong administrative and financial acumen—maximizing room and upsell revenue, managing labor budgets, and analyzing operational metrics to elevate guest satisfaction scores.

Essential Duties and Responsibilities: Other duties may be assigned.

· Oversees all day-to-day Front Office operations. Maximizes operational efficiency, develops departmental procedures, and maintains the ability to step into any frontline role during peak periods or staff absences.

· Collaborates with Revenue Management to optimize room inventory, manage upsell programs, control labor costs, and develop the annual Front Office budget. Analyzes operational data to accurately forecast arrival patterns and resource needs.

· Partners closely with Housekeeping, Engineering, Food & Beverage, and other resort-driven spaces to orchestrate a seamless, synchronized guest journey across the entire property.

· Serves as a visible champion of hospitality, ensuring the team exceeds guest expectations. Actively engages with guests, addresses high-level complaints, and resolves complex service failures swiftly.

· Oversees pre-arrival planning, room blocking, and amenity coordination for return guests, and resort members, execution of specialized requests and arrival experiences.

· Participates in executive leadership meetings, daily operational stand-ups, and mandatory corporate training to align Front Office initiatives with broader resort goals.

Supervisory Responsibilities

Directly supervises Front Office staff including interviewing, hiring, onboarding, and training. Key responsibilities include planning and directing workflows, setting measurable team goals, evaluating service behaviors against brand standards, delivering targeted performance coaching, and effectively handling employee rewards, discipline, and conflict resolution.