Front Desk Manager

Director of Front Office Operations

NDM Hospitality is seeking a strategic, results-oriented Director of Front Office to lead guest-facing operations across our evolving portfolio of tiny home, RV, and vacation rental resort properties. This leadership role is responsible for driving operational excellence, enhancing the guest experience, and ensuring seamless coordination across all resort departments.

In addition to traditional front office responsibilities, this role will also oversee the resort's general store/retail operations, ensuring alignment with brand standards, revenue goals, and guest service expectations.

As the primary leader of the Front Office function, this role serves as the operational hub for all guest interactions, overseeing front desk operations, reservations, guest services, and retail touchpoints while partnering cross-functionally to deliver a consistent, high-quality hospitality experience. The front office is widely recognized as the central point of guest engagement and a critical driver of satisfaction and property performance.

NDM Hospitality is a family-owned organization with a strong foundation in food and beverage and a growing presence in the vacation rental and resort sector. We are building a differentiated hospitality model by creating branded, scalable experiences across unique accommodation formats, including tiny home communities and RV resorts.

Our mission is to redefine outdoor hospitality through consistency, service excellence, and elevated guest experiences.

Operational Leadership

• Provide strategic and day-to-day leadership for all front office operations, including reception, reservations, guest services, and communications
• Establish, implement, and continuously refine standard operating procedures (SOPs) to improve efficiency, consistency, and service delivery
• Ensure seamless coordination between departments, including Housekeeping, Engineering/Maintenance, Retail, and Operations
• Lead daily operational briefings to align teams on priorities, occupancy, and service expectations

General Store / Retail Management

• Oversee all aspects of the resort general store, including merchandising, inventory management, and sales performance
• Ensure the store enhances the overall guest experience by offering relevant, high-quality, and branded products
• Develop retail strategies to drive ancillary revenue growth and profitability
• Manage vendor relationships, purchasing, and product selection in alignment with brand standards
• Implement inventory controls, loss prevention, and stock optimization processes
• Train and supervise team members responsible for store operations to ensure exceptional service and upselling
• Ensure the general store maintains high cleanliness, presentation, and operational standards consistent with the resort

Team Leadership & Talent Development

• Recruit, hire, train, and develop a high-performing front office and retail support team
• Oversee workforce planning, scheduling, and labor optimization to align with business needs
• Drive accountability through performance management, coaching, and ongoing development initiatives
• Foster a culture of professionalism, engagement, and service excellence

Guest Experience & Service Excellence

• Champion a guest-centric culture, ensuring exceptional service across all guest touchpoints, including front desk and retail interactions
• Proactively engage with guests to enhance satisfaction and build loyalty
• Manage and resolve guest concerns, service recovery situations, and escalations in a timely and professional manner
• Monitor and improve guest satisfaction scores, online reviews, and Net Promoter Scores (NPS)
• Develop and implement service recovery strategies and team incentive programs

Property & Quality Assurance

• Conduct regular inspections to ensure cleanliness, presentation, and readiness of all guest-facing areas, including the general store
• Partner with Housekeeping to maintain high cleanliness standards across homes, cottages, and RV accommodations
• Collaborate with Engineering/Maintenance to ensure a robust preventive maintenance program and timely resolution of property issues
• Maintain compliance with health, safety, and operational standards

Financial & Business Performance

• Manage departmental budgets, forecasts, and labor costs to achieve financial targets
• Oversee retail revenue performance, cost of goods sold (COGS), and margin optimization for the general store
• Monitor occupancy, ADR, and revenue performance, collaborating with leadership to optimize yield strategies
• Analyze operational data, guest feedback, and market trends to identify opportunities for continuous improvement
• Maintain awareness of local market conditions, competitive landscape, and industry trends

Communication & Administration

• Ensure accurate management of reservations, guest records, retail reporting, and operational systems
• Facilitate clear and consistent communication across departments and leadership levels
• Develop reports and dashboards to track operational performance, retail metrics, and guest satisfaction
• Support emergency response procedures and risk management protocols

Qualifications & Experience

• Bachelor's degree in Hospitality Management, Business Administration, or related field preferred
• Minimum of 5 years of progressive leadership experience in front office, guest services, resort operations, or retail/hospitality management
• Experience in vacation rental, outdoor hospitality, RV resorts, or multi-unit environments strongly preferred
• Demonstrated experience managing retail operations, inventory, or ancillary revenue streams preferred
• Strong understanding of hospitality financials, budgeting, and revenue optimization
• Proficiency in property management systems (PMS), POS systems, and retail inventory tools
• Exceptional interpersonal, communication, and conflict resolution skills

Core Competencies

• Strategic and operational leadership
• Guest experience management and service recovery
• Retail operations and revenue optimization
• Cross-functional collaboration
• Talent development and team engagement
• Data-driven decision making
• Adaptability in fast-paced

NDM Hospitality is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws