Assistant Director of Front Office, Cloister

The Boca Raton•Boca Raton, FL

21d

About The Position

The Assistant Director of Front Office manages front office operations and supports the bell and valet teams in a Five Star Service environment. The role works closely with front office senior leadership at Bungalow, Yacht Club, Tower, and Beach Club, and supports Guest Relations and other guest services areas. The position supports staffing, scheduling, hiring, training, counseling, and performance management; monitors payroll and personnel records; coordinates rooms control and forecasting with Revenue Management and Housekeeping; and helps maintain operational readiness, supplies, equipment, and department organization. The Assistant Director is expected to provide visible floor leadership, assist with front desk duties during high-demand periods, address guest concerns and relocations, and coordinate communication across departments to support guest satisfaction, service quality, and profitability.

Requirements

At least two years of experience as an Assistant Director of Front Office in a luxury environment, or at least one year of experience as a Guest Relations Manager in a luxury environment.
Experience managing a team of managers and hourly associates.
Ability to read, write, speak, and understand English to communicate effectively with guests and employees.
Ability to access and accurately enter information using moderately complex computer systems, including property management systems.
Knowledge of Microsoft Office, especially Word and Excel.
Strong knowledge of Opera and applicable software; ability to multitask across multiple software applications.
Ability to understand guest needs and expectations and deliver superior customer service with little input from others.
Excellent verbal and written communication skills in English.
Attention to detail and ability to organize and handle multiple tasks effectively.
Ability to manage difficult situations and hold team associates accountable.
Ability to work in teams and involve others in decision-making when appropriate.
Flexible availability to accommodate hotel occupancy and business demand, including weekends and holidays as needed or directed.
Ability to train, mentor, develop, motivate, and lead team members by example.
Ability to plan and organize large or multiple projects and complete them within deadlines.
Ability to maintain high visibility, with at least 70% of time spent on the floor with teams.

Nice To Haves

Degree in Hospitality or Hotel Management preferred.

Responsibilities

Support the Director in managing the Guest Relations department team.
Assist with hiring, training, counseling, and disciplining team associates.
Schedule managers and associates according to business needs and prepare staff schedules for operational effectiveness within budget guidelines.
Ensure daily payroll accuracy and administer personnel records, including training records and vacation requests.
Use room forecasts, schedules, and arrival data to plan staffing.
Work with Revenue Management and Housekeeping on rooms control.
Conduct monthly departmental meetings, including additional meetings as needed to cover all schedules.
Support Housekeeping and Engineering in maintaining the rooms preventive maintenance program.
Attend pre-con meetings and all mandatory meetings.
Ensure the accuracy of daily TBR Compass information.
Ensure the front office has accurate information and suitable equipment, and prioritize projects that improve front office functions.
Maintain the organization of front desk and back-office areas.
Manage supplies using an inventory system and conduct bi-weekly inspections to ensure appropriate stock.
Communicate directions and work details to guest service and front desk agents; observe performance and encourage improvement.
Provide timely relevant information to executives, peers, and subordinates.
Solve operational problems using sound management judgment.
Ensure compliance with The Boca Raton standards and consistent high-quality guest relations.
Lead the desk during stressful situations and emergencies, resolve guest concerns, and implement appropriate resolutions.
Handle guest relocations as required.
Assist with daily operations and supervision in other guest services areas.
Manage operations to support profitability, cost control, quality standards, and guest satisfaction.
Prepare daily forecasts of expected arrivals and departures.
Monitor payroll vacation requests, portages collection, and distribution of sales and gratuity payouts.
Support consistent training and development for all associates, including direct reports.
Coordinate cross-department communication with the Director of Housekeeping, Bungalow Manager, Bell & Valet Manager, and GEM Director.
Perform front desk duties during high-demand periods.
Spend at least 70% of working time on the floor with teams.
Support bell and front drive services and the Bungalow team when coverage is needed.