Director of Front Office Operations

The Sunny•Sunny Isles Beach, FL

18d•Onsite

About The Position

Sitting right on the sand in Sunny Isles Beach, The Sunny is more than a hotel—it’s a place shaped by genuine hospitality, thoughtful design, and the kind of moments people want to return to. And we’re building a team who knows how to bring that feeling to life, one exceptional guest experience at a time. The Director of Front Office oversees all Front Office operations, ensuring an exceptional arrival, stay, and departure experience for every guest. This role leads the Front Desk, Concierge, Guest Services, PBX, and Bell/Valet teams. The Director will also support pre-opening efforts, including hiring, training, service standards, and operational readiness for both soft and grand openings. You will set the tone for hospitality at The Sunny being warm, genuine, anticipatory, and seamless.

Requirements

5+ years of leadership experience in Front Office or Rooms Operations within a luxury or lifestyle hotel brand.
Proven success managing teams in high-volume or resort environments.
Strong understanding of PMS systems, room inventory strategy, and guest experience workflows.
Exceptional interpersonal, communication, and conflict-resolution skills.
Ability to work flexible schedules including evenings, weekends, and holidays.
Valid Florida Driver’s License; ability to meet any additional local requirements.

Nice To Haves

Pre-opening or grand-opening experience preferred.
Forbes or luxury service background highly desirable.

Responsibilities

Hire, train, and lead all Front Office team members for opening and ongoing operations.
Create a culture of hospitality rooted in warmth, guest care, and accountability.
Conduct daily line-ups, performance coaching, and ongoing service training.
Develop departmental schedules, labor strategies, and onboarding workflows.
Oversee all guest arrival and departure procedures ensuring a welcoming and efficient experience.
Resolve guest concerns with empathy, urgency, and elevated service recovery.
Maintain Forbes and brand-level service standards while ensuring a relaxed, approachable tone unique to The Sunny.
Partner closely with Rooms, Housekeeping, Security, and Food & Beverage to ensure seamless operations.
Establish all Front Office SOPs, checklists, and operating standards for the grand opening.
Lead daily departmental operations including check-ins, room allocation, inventory management, and VIP handling.
Ensure lobby, front drive, and public area appearance aligns with brand expectations.
Manage departmental budgeting, expenses, forecasting, and financial reporting.
Maintain compliance with all safety, security, and local regulations.
Oversee PMS operations, key systems, and guest communication platforms.
Partner with IT and Finance on credit policies, billing procedures, and system optimization.
Ensure accuracy of guest profiles, preferences, and service notes.
Support brand training, culture onboarding, and opening service standards.
Lead operational planning for soft opening, mock service, and grand opening execution.
Collaborate with Talent Acquisition on staffing needs, job fairs, and candidate evaluation.