Director of Front Office

Director of Front Office

The Director of Front Office serves as a key strategic leader within the Rooms Division, responsible for overseeing all Front Office operations including Night Audit, Bellmen, PBX. Assists with Guest services ticketing outside of GS operating hours. This role drives operational excellence, financial performance, and an elevated guest experience aligned with Camelback Resort's service standards.

The Director will lead, develop, and inspire a high-performing team while ensuring seamless day-to-day operations, implementing innovative guest service initiatives, and fostering a culture of accountability, engagement, and continuous improvement.

KEY RESPONSIBILITIES:

• Provide strategic leadership and operational oversight for all Front Office functions, including Guest Services, Communications, Ticketing.
• Keeps Front Office team focused on the critical components of operations to drive guest satisfaction and the desired financial results.
• Drive exceptional guest experiences by establishing and maintaining service standards that exceed expectations
• Champion Camelback's service culture by modeling and reinforcing the 4 Keys: Warmth, Personalization, Awareness, and Proactivity in all team interactions and guest engagements.
• Supervise and manage employees. Managing all day-to-day operations. Understanding employee positions well enough to perform duties in employees' absence
• Act as Manager on Duty (MOD) as needed, ensuring smooth resort-wide operations and effective decision-making in the absence of senior leadership
• Develop, implement, and enhance VIP guest programs and mobile/digital check-in experiences to improve efficiency and personalization
• Proactively resolve guest concerns and service recovery situations with professionalism, urgency, and a guest-first mindset
• Lead all talent management efforts including recruitment, onboarding, training, scheduling, performance management, and succession planning
• Build and sustain a positive, inclusive, and high-performance culture focused on team engagement and development
• Partner with Finance and senior leadership to manage budgets, labor costs, forecasting, and overall departmental financial performance
• Analyze operational data and guest feedback to identify trends and implement continuous improvement initiatives
• Ensure compliance with all company policies, safety standards, and operational procedures
• Collaborate cross-functionally with other departments to ensure a seamless and cohesive guest experience
• Perform other duties as assigned

QUALIFICATIONS AND REQUIREMENTS:

• Bachelor's degree in hospitality, business, or a related field preferred (or equivalent experience)
• 5+ years of proven supervisory and leadership experience in Front Office, preferably within a resort or high-volume environment
• A passion for hospitality and delivering memorable guest experiences
• Proven ability to lead, motivate, and develop high-performing teams
• Strong financial acumen with experience managing labor and operational budgets
• Excellent communication and people skills
• Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities
• An initiative-taking, solution-driven mindset with strong problem-solving abilities
• Attention to detail and a commitment to operational excellence
• Experience with property management systems and guest-facing technology preferred
• Open availability, able to work late nights, overnights, weekends, and holidays, as needed

This job description is to be considered a general outline of the duties and responsibilities of this position and is subject to changes and revisions by Camelback Resort at any time. Responsibilities are listed as guidelines only and the job is not necessarily limited to these specifications.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.