Director of Front Office

Director of Front Office

The Director of Front Office is responsible for providing the highest level of personalized service and ensuring exceptional guest experiences throughout all Front Office operations.

Responsibilities

• Provide the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner.
• Gather pertinent operational information through attendance at daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews.
• Provide leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams.
• Serve as a visible role model for the resort's service culture and Forbes Five-Star standards.
• Train, coach, monitor, and hold staff accountable to Five-Star service standards.
• Develop and implement strategies for the Front Desk, PBX, Night Audit, and Guest Experience Departments on customer service improvements and operational efficiency.
• Manage and motivate all staff with daily supervision and support.
• Create and enforce a culture of accountability.
• Organize and conduct monthly departmental and interdepartmental meetings.
• Provide clear direction and instruct staff in details of their work.
• Manage and monitor labor costs, payroll, and supplies.
• Work closely with Director of Rooms to ensure proper daily communications.
• Check daily and weekly reports highlighting upcoming arrivals and in‑house VIPs.
• Forecast and detail the needs of arriving VIP guests.
• Work with the concierge team on VIP arrivals and pre‑arrival contact to anticipate all needs.
• Understand the process of achieving profitability and revenue maximization in Rooms and Food & Beverage Departments through referrals and upselling.
• Execute a ‘Show Me You Know Me’ program for guest recognition through the front desk department.
• Ensure all team members maintain standards of personal presentation and hygiene.
• Lead resort in overall communication of hotel and local offerings.
• Coordinate with leadership teams to ensure each legacy and VIP guest is met and greeted personally.
• Empower team to monitor every day of guest stay, resolve challenges, and follow up to ensure satisfaction.
• Log all internal and guest‑related incidents into Know Cross with factual account and cost of recovery.
• Ensure contracts for all local offerings or third‑party bookings are accurate and yield proper pricing and fees for the hotel.

Qualifications

• Previous Heart of House and Front of House management experience in luxury hotels preferred.
• Minimum of 5 years management or supervisory experience.
• Effective written and verbal communication skills.
• Superior customer service and interpersonal skills.
• Ability to work weekends, holidays, and long hours when necessary.
• Well‑groomed and professional appearance.
• Superior organizational skills.
• Enjoys a fast‑paced environment.
• Excellent multi‑tasking skills.
• Can sit, stand, and walk for extended periods of time.
• Flexible with schedules and hours.
• Passion for people and providing superior service each day.
• Excellent computer skills.
• Clear and concise written and verbal communication skills.
• Ability to work closely with other department heads to ensure guest satisfaction.

Compensation

$80,000.00

$90,000.00

Pyramid Global Hospitality is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.