Director of Front Office

Job Description

LOCATION

The Lodge at Torrey Pines

Step into the timeless craftsman charm of The Lodge at Torrey Pines . Overlooking the world-renowned Torrey Pines Golf Course with views of the Pacific Ocean, the AAA Five Diamond rated resort features 170 rooms and suites, 2 restaurants, a full-service spa, versatile meeting spaces, and unprecedented service.

The Lodge at Torrey Pines is owned by Evans Hotels , LLC, a family-owned and operated business committed to supporting and enhancing employee well-being through a variety of programs that nurture our staff professionally and personally. We offer hands-on manager and leadership training, employee appreciation days, and staff awards and recognition. Our team is also dedicated to serving our community through initiatives like company-wide beach clean-ups and volunteer opportunities.

SUMMARY

The Director of Front Office (“Director/a de Recepción”) is responsible for the overall leadership, operation, and performance of Front Desk, Concierge, Guest Services, Valet, and Transportation. This position provides direction and oversight to the Front Office leadership team and ensures effective daily operations, staffing, guest service, service recovery, and performance management. The Director partners with Hotel leadership and the Yield team to support occupancy, rate, and revenue objectives while managing departmental budgets, forecasts, and expenses. Through visible and engaged leadership, the Director ensures the Front Office operation consistently meets AAA Five Diamond and hotel service standards while delivering an exceptional guest experience.

PAY & PERKS

• Compensation: $90,000 - $100,000 DOE**
• Earn $1000 for Culinary, Engineering, Housekeeping, and $350 for all other roles for each hired referral at any Evans Hotels property.
• Discounted Hotel Rooms for you, family and friends
• Free Employee Parking and/or discounted MTS Pronto card
• Free Meals & Refreshments during working shifts
• Career advancement opportunities!
• Health (including SIMNSA), Dental, Vision, 401k with match, life insurance, sick and vacation time.
• Discounts on cell phone bills, shoes, gym memberships, and more!

ESSENTIAL DUTIES

• Convey a favorable image of the organization by projecting a positive, professional, poised, well-groomed appearance and polished demeanor to our guests.
• Maintain a visible presence throughout Front Office and guest arrival areas, regularly interacting with guests and associates to ensure expectations are met or exceeded and concerns are promptly addressed.
• Monitor guest satisfaction scores and feedback to identify opportunities for improvement and ensure alignment with AAA Five Diamond and hotel service standards.
• Ensure guest needs and requests are handled promptly, efficiently, and with genuine care, including appropriate follow-up and service recovery when necessary.
• Recruit, train, coach, and mentor team members, fostering a high-performing, service-oriented culture.
• Address performance issues promptly and constructively in accordance with HR and company policies.
• Promote teamwork and employee engagement while ensuring alignment with company values and performance expectations.
• Coordinate with Housekeeping, Engineering, Security, Food & Beverage, Reservations, and other departments to support seamless hotel operations and the guest experience.
• Establish and maintain effective departmental communication through leadership meetings, pre-shift meetings, and other communication tools.
• Oversee staffing, scheduling, timekeeping, and payroll to ensure appropriate coverage based on occupancy, business levels, and operational needs.
• Develop and maintain an effective guest history and preference program to support personalized service and guest recognition.
• Manage room blocking, room-type inventory, and out-of-order rooms to support occupancy and minimize oversell situations within the Front Office operation.
• Participate in room revenue management strategies and attend Group Rooms and Rooms Revenue Yield meetings to support occupancy, rate, and revenue objectives.
• Manage parking revenue and monitor departmental payroll and expenses in accordance with established budgets and financial objectives.
• Ensure the lobby, guest arrival areas, and porte-cochère are well maintained and consistently meet hotel presentation and service standards.
• Maintain a safe and secure environment for guests and associates by ensuring the team is trained on and follows established safety, security, and emergency procedures.
• Perform additional duties and responsibilities as directed by the leadership team.

QUALIFICATIONS

• Bachelor's degree (B. A.) from four-year college or university or any equivalent.
• At least 2-4 years of progressive Front Office leadership experience and/or training including having leadership oversight of other managers or supervisors.
• A combination of experience, education, and/or training may be substituted for either requirement.
• Previous Front Office or Rooms leadership experience within a luxury hotel or resort environment required.
• Experience within an AAA Five Diamond or Forbes-rated hotel or resort environment preferred.
• Experience running shifts, scheduling, performance management, problem-solving, guest servicing and running day-to-day operations.
• Availability to work on weekends and holidays is required.
• For insurance purposes, candidates must be over 21 years of age.
• Must have an unexpired and valid driver's license with no recent violations.
• Must be able to safely operate vehicle.
• Ability to always maintain a friendly, professional, team-oriented, positive demeanor and diplomatic attitude, especially under stress or challenges.
• Ability to stand, kneel, squat for prolonged periods of time, up to and including, the entire shift and lift up to 25 lbs.
• The following position will be filled in accordance with the process set forth in California Labor Code Section 2810.8 and San Diego Municipal Code 311.0101 et. Seq.

**The pay scale posted is the salary or hourly wage range that the employer reasonably expects to pay for the position during the first year of employment. The posted range does NOT include potential additional types of compensation, such as gratuities, service charges, commissions, or bonuses. Actual compensation offered may fluctuate based on qualifications and/or experience.