Assistant Director of Front Office

Job Description

Skybridge Luxury is partnering with a distinguished luxury beachfront resort in Miami, Florida , to identify an exceptional Assistant Director of Front Office to support the leadership and continued success of its Rooms Division operations.

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This is an exciting opportunity for an experienced hospitality professional who understands the nuances of luxury service, thrives in a dynamic resort environment, and is passionate about creating memorable guest experiences. This individual will oversee daily Front Office and PBX operations, develop high-performing teams, and ensure consistently elevated service standards throughout the guest journey.

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The ideal candidate brings a strong operational foundation, a hands-on leadership approach, and the ability to balance personalized hospitality with operational efficiency and financial performance.

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Key Responsibilities

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Front Office Operations

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• Oversee daily Front Office and PBX operations, ensuring seamless execution and exceptional guest service standards.
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• Partner with the Director of Front Office and senior leadership to establish operational priorities, maintain consistency, and support the resort's overall business objectives.
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• Maintain a visible presence in the lobby and guest-facing areas, anticipating guest needs and ensuring service delivery reflects the expectations of a luxury beachfront resort.
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• Oversee guest arrivals, departures, room assignments, VIP arrangements, and special requests to ensure a seamless experience.
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• Collaborate closely with Housekeeping, Reservations, Engineering, Security, and other departments to deliver a cohesive guest experience.
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• Ensure effective use of the hotel's property management system, including accurate guest information, room inventory, and operational reporting.
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Guest Experience & Service Excellence

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• Champion a culture of personalized, intuitive, and anticipatory service throughout the guest journey.
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• Maintain the highest standards of guest engagement, professional presentation, service etiquette, and attention to detail.
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• Address guest feedback, escalated concerns, and service recovery opportunities with professionalism, discretion, and sound judgment.
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• Identify opportunities to enhance guest satisfaction, strengthen loyalty, and consistently exceed luxury hospitality expectations.
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• Ensure brand standards are upheld across all guest interactions and Front Office touchpoints.
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Leadership & Team Development

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• Lead, coach, and develop Front Office managers, supervisors, PBX personnel, and frontline team members.
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• Foster a culture of accountability, collaboration, employee engagement, and continuous improvement.
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• Support recruitment, onboarding, training, performance management, and succession planning.
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• Establish clear expectations and ensure teams are equipped with the knowledge and resources to deliver exceptional service.
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• Build strong relationships across departments to promote effective communication and operational alignment.
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• Support the professional development of emerging leaders and cultivate a strong internal leadership pipeline.
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Financial & Business Performance

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• Assist in managing departmental budgets, labor costs, operating expenses, and overall financial performance.
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• Monitor key performance indicators, including guest satisfaction, labor productivity, and operational efficiency.
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• Support forecasting, scheduling, payroll management, and cost-control initiatives.
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• Collaborate with Revenue Management and Reservations to optimize room inventory, identify upselling opportunities, and support revenue objectives.
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• Balance financial goals with the personalized service and attention to detail expected in a luxury resort environment.
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Standards, Compliance & Continuous Improvement

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• Ensure compliance with established brand standards, operating procedures, workplace safety requirements, and hotel policies.
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• Maintain operational controls relating to guest privacy, security, cash handling, and billing accuracy.
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• Evaluate existing processes and implement improvements that enhance efficiency without compromising the guest experience.
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• Support quality assurance initiatives, guest satisfaction programs, and departmental performance evaluations.
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• Maintain operational readiness and flexibility to meet the demands of a 24-hour luxury resort environment.
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Qualifications & Experience

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• A minimum of 4 years of relevant hotel operations experience, including progressive leadership responsibilities within Front Office or Rooms Division operations.
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• Previous experience in a luxury hotel, beachfront resort, or upscale full-service hospitality environment strongly preferred.
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• A post-secondary diploma or degree in Hospitality Management, Hotel Administration, or a related field is an advantage.
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• Strong knowledge of hotel Rooms Division operations, Front Office procedures, guest services, and PBX operations.
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• Experience with HMS or a comparable hotel property management system preferred.
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• Demonstrated success in leading, coaching, and developing high-performing teams.
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• Strong understanding of departmental financial performance, labor management, budgeting, and operational controls.
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• A proven track record of delivering exceptional guest experiences and maintaining elevated service standards.
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• Excellent verbal and written communication, organizational, and problem-solving skills.
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• A hands-on, visible leadership style with the ability to remain composed and decisive in a fast-paced environment.
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• Flexibility to work evenings, weekends, holidays, and varying schedules to support a 24-hour operation.
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The Ideal Candidate

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The successful candidate is a polished, service-driven leader who combines operational discipline with a genuine passion for hospitality. They understand that luxury is defined not only by impeccable standards but also by the ability to anticipate guest needs, empower teams, and create meaningful experiences.

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They are equally comfortable welcoming VIP guests, resolving complex service situations, coaching Front Office leaders, analyzing departmental performance, and collaborating with senior leadership on operational priorities.

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This individual is motivated by professional growth, embraces accountability, and has the potential to advance into broader leadership responsibilities within the Rooms Division.