Director of Front Office (Luxury Resort | Forbes Standards)

UNIVERSITY OF VIRGINIA HOST PROPERTIES INC•Charlottesville, VA

17d

About The Position

Boar’s Head Resort is seeking an experienced and service-driven Director of Front Office to lead all front office operations and elevate the guest arrival, stay, and departure experience in alignment with Forbes Travel Guide standards. This leader will set the tone for exceptional hospitality, ensuring every guest interaction reflects warmth, precision, and attention to detail. The Director of Front Office will oversee daily operations, develop a high-performing team, and drive service excellence across all guest touchpoints.

Requirements

5+ years of progressive Front Office leadership experience in a luxury hotel or resort environment
Prior experience in a Forbes Travel Guide or AAA Four/Five Diamond property strongly preferred
Proven ability to lead, inspire, and develop teams
Strong problem-solving and guest recovery skills
Excellent communication and interpersonal skills
Experience with property management systems (PMS) and hotel operations software
Ability to work flexible hours, including evenings, weekends, and holidays

Responsibilities

Lead all Front Office operations including Front Desk, Guest Services, Concierge, and Night Audit
Ensure seamless guest arrival, departure, and in-house experience
Maintain Forbes-level service standards and brand consistency
Partner with Housekeeping, Engineering, and Food & Beverage to ensure operational alignment
Personally engage with VIP and high-profile guests
Anticipate guest needs and resolve concerns with urgency and professionalism
Drive a culture of personalized, intuitive service
Recruit, train, and coach a high-performing front office team
Conduct regular training aligned with Forbes Travel Guide standards
Foster a culture of accountability, engagement, and service excellence
Manage departmental budgets, labor costs, and productivity
Monitor key performance metrics (guest satisfaction, upsell, occupancy support)
Ensure compliance with company policies and procedures
Conduct daily walkthroughs to ensure cleanliness, organization, and presentation
Uphold all safety, security, and compliance standards
Lead by example in professionalism and attention to detail