Director of Front of House

POSITION SUMMARY

The Director of Front of House is responsible for the strategic leadership, management, and operational oversight of all Front Office and Concierge functions within the resort. This role ensures the consistent delivery of exceptional luxury guest experiences through the execution of Rosewood Brand Standards, Leading Quality Assurance (LQA) standards, and Forbes Travel Guide Standards.

The Director of Front of House oversees all guest-facing arrival, departure, transportation, concierge, and reception services, ensuring that every guest interaction reflects the highest standards of hospitality. This position is accountable for guest satisfaction, departmental financial performance, operational excellence, associate engagement, talent development, and quality assurance across all Front of House operations.

KEY RESPONSIBILITIES

Guest Experience & Quality Assurance

· Ensure all Front of House operations consistently meet and exceed Rosewood Brand Standards, LQA standards and Forbes Travel Guide standards.

· Drive and lead initiatives that promote awareness, understanding, and execution of Rosewood service standards throughout all Front of House departments.

· Implement, monitor, and review action plans resulting from audits, guest satisfaction surveys, brand assessments, and quality assurance reviews.

· Maintain a highly visible presence in the lobby and Front of House areas, greeting VIPs, repeat guests, owners, and key arrivals.

· Ensure exceptional first and last impressions through seamless arrival, departure, transportation, concierge, and guest service experiences.

· Monitor guest interactions to ensure prompt, courteous, personalized, and anticipatory service is consistently delivered.

· Review all guest satisfaction feedback and internal service audits to identify trends and areas for improvement.

· Drive continuous improvement initiatives that enhance guest satisfaction, loyalty, and service excellence.

· Ensure an effective guest recovery process is in place and that all complaints are handled promptly and professionally with a focus on guest satisfaction and retention.

· Oversee group arrivals, departures, and conference-related requirements, ensuring all commitments outlined within event and conference resumes are successfully executed.

· Review VIP arrivals daily to ensure all preferences, expectations, and special arrangements are anticipated and exceeded.

· Monitor the appearance, cleanliness, maintenance, and overall presentation of all Front of House areas.

· Monitor guest service recovery, glitch reports, and operational deficiencies to ensure timely resolution and continuous improvement.

Operations Management

· Directly oversee all operational aspects of Front Office and Concierge operations across all shifts, always ensuring appropriate leadership coverage and service delivery. This includes Guest Experience, Guest Services, Bell Services, Transportation Services, Rooms Control and Night Audit operations.

· Maintain complete knowledge of all Front Office policies, procedures, standards, systems, and resort information.

· Ensure Front Office brand standards and operating procedures are consistently executed on a daily basis and updated in writing.

· Monitor occupancy levels, straight line room availability, room readiness, arrivals, departures, and inventory utilization.

· Maximize room revenue and occupancy through effective inventory management, room allocation strategies, forecast reviews, and rate management.

· Review all out-of-order rooms daily with Facilities and Housekeeping leadership to minimize downtime and maximize available inventory.

· Manage the annual off-season room maintenance schedule in coordination with Facilities and Housekeeping.

· Ensure seamless coordination between Front Office, Housekeeping, Engineering, Food & Beverage, Sales, and other resort departments.

· Ensure compliance with cash handling, audit controls, credit procedures, data privacy, and security standards in accordance with the Finance department.

· Authorize and oversee all purchasing and inventory requirements for Front Office operations.

· Attend operational meetings, leadership meetings, and other leadership forums as required.

Financial Management

· Develop, manage, and monitor annual Front Office operating budgets in alignment with resort objectives.

· Update and oversee staffing plans, labor budgets, payroll forecasts, and operational expense controls.

· Monitor departmental financial performance and investigate all variances against budget.

· Recommend and implement corrective actions to ensure financial objectives are achieved.

· Accurately forecast labor, payroll, and operational expenses on a monthly basis.

· Monitor daily and weekly labor performance against service requirements.

· Identify opportunities to improve operational efficiency and profitability while maintaining luxury service standards.

· Promote all resort facilities and services, maximizing guest utilization of transportation, dining, spa, retail, recreational, and other revenue-generating outlets.

· Lead and manage the Front Office Upselling Program, establishing goals and monitoring performance.

· Monitor productivity measures across all Front of House departments to maximize profit and efficiency.

· Ensure compliance with all credit policies and attend credit meetings as required.

· Promote responsible use of resources and identify opportunities to reduce waste and control costs.

Leadership, Talent Development & Culture
* Lead, coach, mentor, and develop Front Office and Concierge leadership teams.
* Foster a culture of accountability, collaboration, engagement, and service excellence.
* Ensure departments are well-organized, adequately staffed, highly motivated, and focused on achieving operational goals.
* Maintain high standards of professionalism, grooming, appearance, hygiene, and uniform compliance throughout all Front of House teams.
* Participate in recruitment, interviewing, selection, onboarding, and orientation of Front Office associates.
* Partner with Talent & Culture on workforce planning, succession planning, associate development, and engagement initiatives.
* Ensure onboarding programs comply with Rosewood standards and that all new associates complete required departmental orientation and training plans.
* Ensure associates receive comprehensive training, ongoing development, and service education throughout their employment.
* Collaborate with the Training Manager to ensure all Rosewood service training requirements are completed and documented while maintaining accurate training records.
* Develop and maintain departmental policies, procedures, standards, controls, and operating manuals.
* Conduct regular one-on-one meetings, coaching sessions, performance reviews, probation reviews, and development discussions with associates and leaders.
* Monitor associate engagement results and develop action plans to improve engagement and workplace satisfaction.
* Foster a positive and cooperative work environment that promotes productivity, teamwork, and morale.
* Coach, counsel, and discipline associates as necessary in accordance with company policies, collective bargaining agreements, and applicable employment legislation.
* Ensure timely and accurate processing of payroll, attendance records, scheduling, and labour reporting.
* Conduct regular Front Office leadership meetings and monthly departmental communication sessions ensuring minutes are recorded and submitted to T&C and division head.
* Maintain Rosewood communication standards through daily reviews, departmental briefings, and monthly communication meetings.
* Maintain complete knowledge of all hotel emergency and crisis management procedures.
* Ensure Front Office preparedness for fire, medical emergencies, hurricanes, severe weather events, evacuations, security incidents, and other emergency scenarios.

QUALIFICATION STANDARDS:

Education:

· Degree or Diploma in Hospitality Management, Hotel Management, Business Administration, or a related field preferred.

Experience:

· Minimum 7 years progressive leadership experience within luxury hotel or resort Front Office operations.

· Minimum 3 years of department head or senior leadership experience leading Front Office operations at a luxury hotel or resort environment.

· Previous experience as a Front Office Manager, Director of Front Office, Director of Guest Services, Rooms Division Manager or equivalent luxury hospitality leadership position preferred.

· Experience within a unionized work environment is preferred.

Knowledge, Skills & Competencies

· Advanced knowledge of Opera Cloud PMS or equivalent hotel management systems.

· Proficiency in Microsoft Office Suite, particularly Excel, Word, and PowerPoint.

· Strong understanding of LQA, Forbes Travel Guide, luxury hospitality service standards and quality assurance.

· Strong financial acumen in budgeting, forecasting, labor management, and revenue optimization practices.

· Guest centric mindset and keen attention to details.

· Excellent verbal and written communication skills.

· Proven ability to lead, motivate, coach, and develop teams.

· Ability to stand and walk for extended periods throughout the shift.

· Ability to regularly lift and carry up to 60 pounds.

· Ability to work flexible schedules, including weekends, evenings, public holidays, and overnight shifts as operationally required.

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Director of Front of House

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