The posting
The Director of Front Office oversees the Front Desk, Concierge, Bell, and Telephone Operator teams, ensuring maximum operational efficiency while effectively balancing the needs of guests, owners, and associates. This position works closely with the Director of Rooms and coordinates daily with Housekeeping, Finance, and Sales to deliver a seamless, world-class arrival and departure experience, beginning in the resort’s pre-opening phase and continuing throughout operations.
Essential Functions
Assist in leading morning stand-up meetings with the resort leadership team. Oversee the teams under their supervision. Support the Guest Services Manager, who oversees Bell, Valet Parking, Transportation, and Loyalty. Work closely with leaders across all departments, communicating daily, particularly with the Housekeeping, Finance, and Sales teams. Ensure adequate operational coverage and smooth day-to-day operations, stepping in directly when necessary. Oversee scheduling and payroll, associate training and development, team meetings, and the management of inventories and supplies required for operations. Attend all relevant resort meetings, including Pre-Cons and Guest Recovery meetings. Ensure compliance with Omni Hotels & Resorts service standards, operating procedures, and brand guidelines in all areas of responsibility. Monitor guest satisfaction metrics, including Medallia results and other applicable feedback tools, and develop action plans to improve results and address identified opportunities. Oversee the guest recovery process, ensuring that complaints, special requests, and service issues are documented, addressed promptly, and used to prevent recurrence. Ensure consistent guest experience throughout the entire guest journey, from pre-arrival through departure and post-stay follow-up. Coordinate daily with Housekeeping, Engineering, and Reservations to ensure room availability, assignment, and timely release, prioritizing VIP arrivals, guests with special requests, and rooms with specific requirements. Monitor the accuracy of room statuses, interdepartmental discrepancies, out-of-order rooms, and any situation that may affect the sellable room inventory. Review arrivals, departures, forecasted occupancy, special requests, and operational needs to anticipate staffing and resource requirements.
Manage the department’s operating budget by monitoring payroll, overtime, supplies, and other expenses, and identifying opportunities for optimization. Oversee the proper application of rates, charges, adjustments, discount authorizations, credit limits, and cash-handling policies in coordination with Finance. Analyze the department’s operational and financial results, prepare forecasts, and establish action plans to address variances. Develop and maintain a staffing structure appropriate to occupancy levels, operational demand, and service standards. Evaluate manager and associate performance, establish individual objectives, and follow up on development plans. Identify and develop internal talent, prepare succession plans for key positions, and promote professional growth opportunities. Ensure all associates complete required training, understand operating procedures, and comply with company policies. Coordinate with Security in responding to incidents, emergencies, vulnerable guests, risk situations, and other events requiring specialized intervention. Oversee compliance with audit procedures, operational controls, and internal policies applicable to Front Office. Monitor key performance indicators, including guest satisfaction, front desk wait times, check-in and check-out efficiency, labor productivity, billing errors, and compliance with standards. Identify opportunities for improvement by analyzing operational reports, guest feedback, audits, and financial results. Coordinate with the appropriate departments to resolve technology issues affecting Front Office processes and operational continuity.
Minimum Qualifications
Previous Front Office management experience in a similar Front Office/Rooms environment is required, preferably at a Four Diamond property, resort, or large hotel. Ability to move throughout the interior and exterior areas of the resort. Experience with Property Management Systems (PMS) is required; Opera experience is preferred. Ability to work a flexible schedule, including nights, weekends, and holidays. Excellent organizational, supervisory, and customer service skills. Ability to work effectively under pressure and handle challenges professionally. Ability to walk and stand for extended periods, up to 8 hours per day.
