The Director of Front Office is a pivotal leadership role in a luxury hotel, responsible for overseeing all front office operations to ensure an exceptional guest experience. This role requires a strong focus on guest satisfaction, operational excellence, and team development. The ideal candidate will possess outstanding communication skills, a keen eye for detail, and the ability to lead a dynamic team in a high-end hospitality environment. WHAT YOU WILL BE DOINGReporting to the Director of Operations, your key responsibilities will be:1. Guest Experience & Satisfaction:Ensure every guest receives a warm and personalized welcome, seamless check-in/check-out processes, and superior service throughout their stay.Handle VIP guests, special requests, and unique accommodations with discretion and care.Resolve guest complaints and concerns promptly and professionally, ensuring maximum satisfaction.2. Team Leadership & Development:Recruit, train, and mentor front office staff, including front desk agents, concierge, and bell staff, to uphold the hotel’s luxury standards.Foster a positive and motivating work environment, ensuring team engagement and adherence to service protocols.Conduct regular performance evaluations and provide constructive feedback for professional growth.3. Operational Excellence:Oversee all front office functions, including reservations, guest services, concierge, and night audit.Develop and implement efficient processes to optimize operations and reduce wait times without compromising quality.Collaborate with other departments (Housekeeping, Sales, Food & Beverage) to ensure smooth guest experiences.4. Revenue Management & Budgeting:Prepare and manage the front office budget, including payroll, supplies, and training expenses.Analyze financial reports and key performance indicators to identify opportunities for growth and improvement.5. Compliance & Standards:Ensure all front office operations comply with local laws, safety regulations, and company policies.Uphold the brand’s luxury standards and ensure consistency in service delivery across shifts.
