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.
Education and/or Experience:
· Required: High school diploma or GED and 3-5 years of experience in the guest services, front desk, or related professional area and 3 years in a dedicated supervisory or management capacity
· Preferred Education: 4-year Bachelor’s Degree or 2-year Associate's Degree from an accredited university in Hotel and Restaurant Management, Hospitality, Business Administration, or a related major.
Physical/Mental Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to stand for long periods of time; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit. The employee must be able to lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
While performing the duties of this Job, the noise level is moderate to high during peak periods. Although temperature controlled the employee may be exposed to outside weather conditions. Activity level typically requires a high level of standing/walking per shift, occasional lifting and bending. Employee should be able to function effectively at elevations of 10,000 feet or higher.