Assistant Director of Front Office

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. 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. 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. Key Responsibilities Front Office Operations Oversee daily Front Office and PBX operations, ensuring seamless execution and exceptional guest service standards. Partner with the Director of Front Office and senior leadership to establish operational priorities, maintain consistency, and support the resort's overall business objectives. 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. Oversee guest arrivals, departures, room assignments, VIP arrangements, and special requests to ensure a seamless experience. Collaborate closely with Housekeeping, Reservations, Engineering, Security, and other departments to deliver a cohesive guest experience. Ensure effective use of the hotel's property management system, including accurate guest information, room inventory, and operational reporting. Guest Experience & Service Excellence Champion a culture of personalized, intuitive, and anticipatory service throughout the guest journey. Maintain the highest standards of guest engagement, professional presentation, service etiquette, and attention to detail. Address guest feedback, escalated concerns, and service recovery opportunities with professionalism, discretion, and sound judgment. Identify opportunities to enhance guest satisfaction, strengthen loyalty, and consistently exceed luxury hospitality expectations. Ensure brand standards are upheld across all guest interactions and Front Office touchpoints. Leadership & Team Development Lead, coach, and develop Front Office managers, supervisors, PBX personnel, and frontline team members. Foster a culture of accountability, collaboration, employee engagement, and continuous improvement. Support recruitment, onboarding, training, performance management, and succession planning. Establish clear expectations and ensure teams are equipped with the knowledge and resources to deliver exceptional service. Build strong relationships across departments to promote effective communication and operational alignment. Support the professional development of emerging leaders and cultivate a strong internal leadership pipeline. Financial & Business Performance Assist in managing departmental budgets, labor costs, operating expenses, and overall financial performance. Monitor key performance indicators, including guest satisfaction, labor productivity, and operational efficiency. Support forecasting, scheduling, payroll management, and cost-control initiatives. Collaborate with Revenue Management and Reservations to optimize room inventory, identify upselling opportunities, and support revenue objectives. Balance financial goals with the personalized service and attention to detail expected in a luxury resort environment. Standards, Compliance & Continuous Improvement Ensure compliance with established brand standards, operating procedures, workplace safety requirements, and hotel policies. Maintain operational controls relating to guest privacy, security, cash handling, and billing accuracy. Evaluate existing processes and implement improvements that enhance efficiency without compromising the guest experience. Support quality assurance initiatives, guest satisfaction programs, and departmental performance evaluations. Maintain operational readiness and flexibility to meet the demands of a 24-hour luxury resort environment. Qualifications & Experience A minimum of 4 years of relevant hotel operations experience, including progressive leadership responsibilities within Front Office or Rooms Division operations. Previous experience in a luxury hotel, beachfront resort, or upscale full-service hospitality environment strongly preferred. A post-secondary diploma or degree in Hospitality Management, Hotel Administration, or a related field is an advantage. Strong knowledge of hotel Rooms Division operations, Front Office procedures, guest services, and PBX operations. Experience with HMS or a comparable hotel property management system preferred. Demonstrated success in leading, coaching, and developing high-performing teams. Strong understanding of departmental financial performance, labor management, budgeting, and operational controls. A proven track record of delivering exceptional guest experiences and maintaining elevated service standards. Excellent verbal and written communication, organizational, and problem-solving skills. A hands-on, visible leadership style with the ability to remain composed and decisive in a fast-paced environment. Flexibility to work evenings, weekends, holidays, and varying schedules to support a 24-hour operation. The Ideal Candidate 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. 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. This individual is motivated by professional growth, embraces accountability, and has the potential to advance into broader leadership responsibilities within the Rooms Division.