Director of Front Office Nouveau

Description

About Westin

At Westin Hotels & Resorts, we are committed to empowering the well‑being of our guests. Through refreshing environments, thoughtful amenities, and revitalizing programming, we help ensure guests leave feeling better than when they arrived. We understand that travel can challenge well‑being, and we take pride in being trusted partners who anticipate needs, deliver instinctive service, and create journeys that help guests be at their best.

We’re seeking dynamic leaders who are adaptable, intuitive, and genuinely care about the well‑being of both guests and associates. At Westin Rancho Mirage Golf Resort & Spa, we believe that together, we rise.

Position Summary

The Director of Front Office oversees all Front Office and Guest Services functions, ensuring the delivery of exceptional service, operational excellence, and financial performance. This role leads bell services, guest ambassadors, and Service Express teams while partnering closely with Rooms leadership to optimize guest satisfaction, labor efficiency, and revenue opportunities.

Key Responsibilities

Guest Experience & Operations

• Lead all Front Office and Guest Services operations, ensuring a seamless, welcoming, and elevated guest experience.
• Ensure service standards are consistently met and enhanced across Bell Services, Welcome Ambassadors, and Service Express.
• Serve as Manager on Duty, resolving guest concerns and operational challenges with professionalism and empathy.
• Assist guests with special requests including transportation coordination, parking, in room dining support, telecommunications, and travel logistics.

Leadership & Talent Management

• Recruit, interview, onboard, train, and develop Front Office team members.
• Coach, counsel, and discipline associates in accordance with company policies; recommend corrective action, including termination, when necessary.
• Foster a positive, inclusive, and performance driven work environment.
• Schedule staffing levels according to occupancy, business needs, and service expectations.

Financial & Revenue Accountability

• Manage department labor and operating expenses within approved budgets.
• Maximize parking and garage revenue through strong cost controls and accountability procedures.
• Participate in budgeting, forecasting, and financial planning for the Front Office.
• Analyze performance metrics, identify trends, and implement corrective actions to meet profit goals.

Strategy & Collaboration

• Collaborate daily with Rooms Division leadership on goals, forecasts, operational variances, and guest experience initiatives.
• Support promotional efforts and upselling opportunities at the Front Desk.
• Contribute to service innovation by responding to guest feedback, market trends, and competitive insights.
• Provide regular reporting to the Executive Committee regarding departmental performance, staffing, and financial results.

Supportive Functions

In addition to core responsibilities, this role may include:

• Developing and executing departmental business strategies aligned with resort goals.
• Monitoring productivity and efficiency metrics to drive continuous improvement.
• Enhancing product and service offerings based on guest insights and market research.
• Ensuring consistent delivery of brand standards and quality.
• Supporting senior leadership decision making through data analysis and operational expertise.
• Ensuring compliance with company policies, ethical standards, and all applicable laws and regulations.

Knowledge, Skills & Abilities

• Strong leadership, communication, and decision making skills.
• Ability to thrive in a fast paced, high-volume resort environment.
• Financial acumen with experience managing budgets and labor controls.
• Proficient in basic computer applications and hotel systems.
• Extensive knowledge of hotel operations, guest services, and Front Office procedures.
• Working knowledge of federal, state, and local employment and labor laws (including FLSA, ADA, OSHA, FMLA, EEOC regulations).

Qualifications

Qualifications

• High school diploma or equivalent required; Bachelor’s degree preferred.
• At least 1 year of hotel Front Office Director-level experience is required.
• 3–5 years of management experience in hospitality is highly preferred.
• Proven customer service excellence with a guest first mindset.
• Ability to work a flexible schedule including evenings, weekends, and holidays.
• Fluent in English (verbal and written).
• Bi-lingual in English and Spanish is preferred.

Physical Requirements

• Predominantly indoor work environment with controlled temperatures.
• Ability to sit for up to 5 hours per day; standing and walking required for the remainder of the shift.
• Frequent communication requiring hearing, speaking, and visual acuity.
• Ability to lift up to 15 lbs. occasionally.
• Manual dexterity to operate office equipment and systems.

Benefits

Westin Rancho Mirage Golf Resort & Spa offers a comprehensive benefits package including:

• Medical, Dental, and Vision coverage
• Basic Life, Voluntary Life, AD&D insurance options and more
• 401(k) and Roth Retirement Plans with company match
• Hotel Discount Program
• Career development and growth opportunities

Additional Information

• Regular attendance and schedule flexibility are essential.
• Associates must comply with all Dolphin California Hotel Management, LLC policies and safety standards.
• Due to the cyclical nature of hospitality, schedules may vary based on business needs.

Background Check Notice

In accordance with the Fair Credit Reporting Act (FCRA) and applicable state laws, a consumer report (background check) may be obtained as part of the employment process. You will receive all required disclosures, authorizations, and notices prior to any adverse employment decision.

Equal Employment Opportunity

Westin Rancho Mirage Golf Resort & Spa is an Equal Employment Opportunity employer. We are committed to fostering an inclusive workplace and do not discriminate based on any protected characteristic under federal, state, or local law.

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