Director of Front Office

SkyBridge Luxury is conducting a confidential search for an accomplished Director of Front Office for a luxury boutique hotel. This is a highly visible, hands-on leadership position overseeing approximately 35 team members across the Front Office and Guest Services operation. The ideal candidate is a confident luxury hotel leader who is equally comfortable setting expectations, developing leaders, managing financial performance, and stepping directly into the operation during peak arrival and departure periods. The property operates in a non-union environment and places significant emphasis on personalized service, operational consistency, attention to detail, and luxury service standards. Fluency in both English and Spanish is required. Position Overview The Director of Front Office will lead the day-to-day Front Office and guest arrival experience while developing a highly engaged, service-driven team. This individual will oversee the complete guest journey from pre-arrival through departure, ensuring that Front Office operations consistently reflect the standards expected within a luxury hotel environment. The Director will also work closely with Housekeeping, Engineering, Reservations, Concierge, and other operational departments to strengthen room readiness, service recovery, communication, and overall guest satisfaction. A strong understanding of Forbes Travel Guide standards and experience supporting a structured Perfect Room Program are important components of the position. Key Responsibilities Lead, coach, develop, and inspire approximately 35 Front Office and Guest Services team members , including department leadership and line-level associates. Maintain a highly visible presence throughout the operation, particularly during peak arrival, departure, and high-occupancy periods. Champion a luxury service culture focused on anticipation, personalization, recognition, and thoughtful guest engagement. Drive consistent execution of Forbes Travel Guide service standards through daily leadership, observation, coaching, pre-shifts, training, and accountability. Create engaging departmental training programs and pre-shift meetings that reinforce service standards, hotel priorities, guest intelligence, and operational expectations. Oversee the complete arrival and departure experience, ensuring every interaction is polished, efficient, warm, and personalized. Partner closely with Housekeeping and Engineering on the hotel's Perfect Room Program , ensuring guest rooms are thoroughly inspected, deficiencies are identified and resolved, and rooms consistently meet luxury presentation and maintenance standards. Work collaboratively with Engineering and operational leadership to identify recurring room-condition issues and establish appropriate follow-up and accountability. Maintain strong communication between the Front Office, Housekeeping, Engineering, Reservations, Concierge, and other guest-facing departments. Lead service recovery efforts and personally engage with guests when situations require senior leadership involvement. Monitor guest feedback, service scores, operational trends, and quality-assurance results to identify opportunities for improvement. Manage scheduling, payroll, labor productivity, departmental expenses, and staffing levels in accordance with business demand. Review daily operational, financial, and labor reports and adjust the operation as necessary to achieve established goals. Participate in monthly financial reviews and understand departmental P&L performance, forecasting, budgeting, and flow-through. Recruit, onboard, train, coach, counsel, and develop Front Office team members while building a strong internal leadership pipeline. Ensure compliance with hotel policies, Human Resources procedures, life-safety standards, and applicable federal, state, and local regulations. Serve as a confident operational leader during emergency situations and other circumstances requiring senior management presence. Candidate Profile The successful candidate will be a polished but highly approachable leader who understands that luxury hospitality leadership happens on the floor, with the team and in front of the guest . Candidates should bring: Bilingual fluency in English and Spanish – required Minimum 3–5 years of progressive hotel management experience Previous leadership experience within a luxury or upper-upscale hotel environment Experience leading a sizeable Front Office or Rooms operation Strong working knowledge of Forbes Travel Guide standards Experience with luxury quality-assurance programs, room inspections, or a formal Perfect Room Program Demonstrated ability to partner effectively with Engineering and Housekeeping on room condition, preventative maintenance, and room-readiness initiatives A confident, hands-on leadership style with the ability to hold teams accountable while maintaining strong engagement Strong understanding of Front Office financial performance, labor management, budgeting, forecasting, and departmental P&L Proven ability to coach and develop both managers and line-level team members Exceptional communication, organization, problem-solving, and guest-recovery skills Strong working knowledge of hotel technology and property-management systems; experience with Opera, HotSOS, Microsoft Office, and related hotel systems preferred Bachelor's degree or equivalent combination of education and relevant hospitality leadership experience Experience with BirchStreet is a plus. Leadership Style This opportunity is best suited for a leader who is: Visible. Confident. Detail-oriented. Accountable. Guest-focused. The Director of Front Office should be comfortable setting a high standard while remaining actively engaged in the daily operation. The hotel is seeking someone who can develop the team, elevate service execution, identify operational gaps, and work collaboratively across departments to create a consistently exceptional guest experience. Compensation Final compensation will be determined based on experience, qualifications, and overall alignment with the position. Candidates must be authorized to work in the United States. The employer is an Equal Opportunity Employer and maintains a drug-free workplace. #J-18808-Ljbffr SkyBridge Luxury