Director of Front Office (Luxury Resort | Forbes Standards)

Description

Boar’s Head Resort is seeking an experienced and service-driven Director of Front Office to lead all front office operations and elevate the guest arrival, stay, and departure experience in alignment with Forbes Travel Guide standards.

This leader will set the tone for exceptional hospitality, ensuring every guest interaction reflects warmth, precision, and attention to detail. The Director of Front Office will oversee daily operations, develop a high-performing team, and drive service excellence across all guest touchpoints.

Key Responsibilities

Leadership & Operations

• Lead all Front Office operations including Front Desk, Guest Services, Concierge, and Night Audit
• Ensure seamless guest arrival, departure, and in-house experience
• Maintain Forbes-level service standards and brand consistency
• Partner with Housekeeping, Engineering, and Food & Beverage to ensure operational alignment
  
  

Guest Experience Excellence

• Personally engage with VIP and high-profile guests
• Anticipate guest needs and resolve concerns with urgency and professionalism
• Drive a culture of personalized, intuitive service
  
  

Team Development

• Recruit, train, and coach a high-performing front office team
• Conduct regular training aligned with Forbes Travel Guide standards
• Foster a culture of accountability, engagement, and service excellence
  
  

Financial & Administrative Oversight

• Manage departmental budgets, labor costs, and productivity
• Monitor key performance metrics (guest satisfaction, upsell, occupancy support)
• Ensure compliance with company policies and procedures
  
  

Quality & Standards

• Conduct daily walkthroughs to ensure cleanliness, organization, and presentation
• Uphold all safety, security, and compliance standards
• Lead by example in professionalism and attention to detail
  
  

Requirements

Qualifications

• 5 years of progressive Front Office leadership experience in a luxury hotel or resort environment
• Prior experience in a Forbes Travel Guide or AAA Four/Five Diamond property strongly preferred
• Proven ability to lead, inspire, and develop teams
• Strong problem-solving and guest recovery skills
• Excellent communication and interpersonal skills
• Experience with property management systems (PMS) and hotel operations software
• Ability to work flexible hours, including evenings, weekends, and holidays
  
  

What We’re Looking For

• A leader who understands that every detail matters
• Someone who leads with presence, professionalism, and warmth
• A hospitality professional who thrives in a luxury, guest-first environment