Director of Front Office

The Director of Front Office oversees the Front Desk, Concierge, and Ideal Services teams, ensuring maximum Front Office operating efficiency by effectively balancing the needs of guests, owners, and associates. This role works closely with the Director of Rooms and collaborates daily with Housekeeping, Finance, and Sales to deliver a seamless, world-class arrival and departure experience from the resort’s pre-opening phase onward.

Essential Functions

• Assist in leading morning stand-up meetings with the resort leadership team.
• Oversee the Front Office Manager, Assistant Front Office Managers, Front Office Supervisors, Front Desk Agents, Concierge, and Ideal Service Phone Operators.
• Provide support to the Guest Services Manager, who oversees Bell, Valet, Transportation, and Loyalty.
• Work closely with leaders from all departments, communicating daily with Housekeeping, Finance, and Sales teams in particular.
• Ensure daily tasks are assigned and completed, assisting the team with tasks when necessary due to call-offs or high business levels, including blocking/assigning applicable arrivals for the following day (e.g., VIPs, Select Guests, ESPs, special requests), checking guests in and out of the resort, providing lobby support during peak hours, assisting Valet and Bell with heavy arrivals or departures, assisting the Concierge team with reservations, and ensuring all needed reports are run (Rate Discrepancy, Checkout with Balance, Daily Credit, etc.).
• Support the team by creating schedules, completing payroll in a timely manner, providing ongoing training to current associates, creating training plans and schedules for newly hired associates, holding daily stand-up meetings, holding monthly All Together Get Together meetings, and completing inventory and ordering necessary supplies so associates have the tools they need to do their jobs.
• Handle guest complaints, maintaining a satisfactory impression with the guest.
• Attend all relevant resort meetings, including Pre-Cons and Guest Recovery meetings.

Minimum Requirements

• Previous Front Office Management experience in a similar Front Office/Rooms environment — four-diamond, resort, or large property — required.
• Ability to navigate the interior and exterior of the resort.
• Experience with Property Management Systems required; Opera experience preferred.
• Ability to work flexible shifts, including weekends and holidays.
• Excellent organizational, supervisory, and customer service skills.
• Ability to work well under stressful situations and handle challenges in a professional manner.
• Ability to walk and stand for extended periods of time, up to 8 hours per day.