Director of Front Office

COMPANY OVERVIEW:

Ojai Valley Inn has been a serene retreat for nearly a century, offering the charm of a private country estate. Nestled in the picturesque Ojai Valley, it provides a luxurious and peaceful experience for travelers seeking relaxation and rejuvenation. Known for its casual elegance, the 5 Diamond resort is a cherished destination for vacations, special events, and gatherings. Guests enjoy a blend of world-class hospitality and the tranquil beauty of its surroundings. To learn more, visit www.ojaivalleyinn.com or connect with us on social media @ojaivalleyinn.

POSITION OVERVIEW:

The Director of Front Office oversees the day to day operation of the Front Desk, Valet Services, Bell Team, Shuttle Services, Concierge, and PBX teams. Acts as the senior manager in the Rooms Division in the absence of the Director of Rooms. Assures that Forbes standards are met, guests and employees are satisfied and problems are promptly resolved. Responsible for scheduling, payroll management, and colleague evaluations. Resolve guest concerns by responding in a professional, efficient and timely manner. ensuring a seamless, high-touch guest experience that consistently meets Forbes Travel Guide standards.

STANDARD SPECIFICATIONS:

Requirements are representative of minimum levels of knowledge, skills and/or abilities.  To perform this job

successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently.

• Operational Excellence: Lead and mentor a diverse team across all front-of-house departments to ensure peak performance and 5-star service.
• Strategic Management: Handle labor management, including weekly scheduling, payroll, and recruitment.
• Guest Relations: Act as the primary point of contact for guest concerns, resolving issues with professional, efficient, and empathetic solutions.
• Standards Advocacy: Develop, implement, and enforce hotel SOPs while cultivating an extreme attention to detail among the staff.
• Financial Oversight: Manage departmental expenditures, monitor cashiering procedures, and partner with Accounting to resolve credit and billing disputes.
• Cross-Departmental Collaboration: Work closely with Housekeeping and Engineering to ensure room readiness and maintain lobby/front drive aesthetics.
• Experience: 3–5 years of Front Office Management experience in a 4 or 5-star luxury service environment.
• Leadership: Proven ability to hire, train, and develop a cohesive team while fostering high employee morale.
• Technical Proficiency: Strong experience with Property Management System.
• Communication: Excellent verbal and written English communication skills; multi-lingual ability is a plus.
• Mindset: A creative thinker who remains calm under pressure and can work independently to initiate new programs.
• Requirements: A college degree or equivalent experience is preferred.
  

This is a pivotal leadership role for a hospitality professional dedicated to the art of service. You will have the autonomy to think freely, develop your own ideas, and shape the culture of a premier luxury property.