Director of Front Office

The Director of Front Office plays a pivotal role in shaping both the guest and team member experience, serving as the first impression and lasting connection to the property. This role is responsible for leading all front office operations, ensuring a seamless and personalized guest journey from pre-arrival through departure and follow-up. By aligning closely with the Hotel Manager and other guest service leaders, the Director of Front Office contributes to operational excellence, guest satisfaction, and overall financial performance.Essential DutiesLead, mentor, and develop front office team members, fostering a culture of excellence and accountabilityOversee all aspects of the guest journey, including pre-arrival planning, check-in, in-house experience, and departureDevelop and implement departmental SOPs and training materialsEnsure consistent delivery of personalized, high-quality service in alignment with luxury standardsPartner with the Hotel Manager, Director of F&B, Director of Housekeeping and other departments to optimize daily operations and guest satisfactionUtilize communication tools and systems to execute timely, thoughtful, and tailored guest interactionsMonitor guest feedback, online reviews, and internal surveys; implement strategies to improve satisfaction scoresProactively resolve guest concerns and service recovery situations with professionalism and urgencyDrive departmental performance, focusing on guest experience, team engagement, and financial resultsManage daily front office operations, including arrivals, departures, Notable Guest handling, and special requestsMaintain strong communication with Housekeeping, Engineering, and other departments to ensure room readiness and service standardsMonitor and enforce compliance with brand standards, policies, and proceduresSupport recruitment, onboarding, and training of new front office team membersChampion employee engagement initiatives and recognition programs