Director of Front Office

About Westin

At Westin Hotels & Resorts, we are committed to empowering the well‑being of our guests. Through refreshing environments, thoughtful amenities, and revitalizing programming, we help ensure guests leave feeling better than when they arrived. We understand that travel can challenge well‑being, and we take pride in being trusted partners who anticipate needs, deliver instinctive service, and create journeys that help guests be at their best.

We’re seeking dynamic leaders who are adaptable, intuitive, and genuinely care about the well‑being of both guests and associates. At Westin Rancho Mirage Golf Resort & Spa, we believe that together, we rise.

Position Summary

The Director of Front Office oversees all Front Office and Guest Services functions, ensuring the delivery of exceptional service, operational excellence, and financial performance. This role leads bell services, guest ambassadors, and Service Express teams while partnering closely with Rooms leadership to optimize guest satisfaction, labor efficiency, and revenue opportunities.

Key Responsibilities

Guest Experience & Operations

• Lead all Front Office and Guest Services operations, ensuring a seamless, welcoming, and elevated guest experience.
• Ensure service standards are consistently met and enhanced across Bell Services, Welcome Ambassadors, and Service Express.
• Serve as Manager on Duty, resolving guest concerns and operational challenges with professionalism and empathy.
• Assist guests with special requests including transportation coordination, parking, in room dining support, telecommunications, and travel logistics.

Leadership & Talent Management

• Recruit, interview, onboard, train, and develop Front Office team members.
• Coach, counsel, and discipline associates in accordance with company policies; recommend corrective action, including termination, when necessary.
• Foster a positive, inclusive, and performance driven work environment.
• Schedule staffing levels according to occupancy, business needs, and service expectations.

Financial & Revenue Accountability

• Manage department labor and operating expenses within approved budgets.
• Maximize parking and garage revenue through strong cost controls and accountability procedures.
• Participate in budgeting, forecasting, and financial planning for the Front Office.
• Analyze performance metrics, identify trends, and implement corrective actions to meet profit goals.

Strategy & Collaboration

• Collaborate daily with Rooms Division leadership on goals, forecasts, operational variances, and guest experience initiatives.
• Support promotional efforts and upselling opportunities at the Front Desk.
• Contribute to service innovation by responding to guest feedback, market trends, and competitive insights.
• Provide regular reporting to the Executive Committee regarding departmental performance, staffing, and financial results.

Supportive Functions

In addition to core responsibilities, this role may include:

• Developing and executing departmental business strategies aligned with resort goals.
• Monitoring productivity and efficiency metrics to drive continuous improvement.
• Enhancing product and service offerings based on guest insights and market research.
• Ensuring consistent delivery of brand standards and quality.
• Supporting senior leadership decision making through data analysis and operational expertise.
• Ensuring compliance with company policies, ethical standards, and all applicable laws and regulations.

Knowledge, Skills & Abilities

• Strong leadership, communication, and decision making skills.
• Ability to thrive in a fast paced, high-volume resort environment.
• Financial acumen with experience managing budgets and labor controls.
• Proficient in basic computer applications and hotel systems.
• Extensive knowledge of hotel operations, guest services, and Front Office procedures.
• Working knowledge of federal, state, and local employment and labor laws (including FLSA, ADA, OSHA, FMLA, EEOC regulations).