Director of Front Office

Cliff House Maine • York, ME

3d • $80,000 - $90,000 • Onsite

About The Position

We are seeking a dynamic and results-driven Director of Front Office to lead the front office operations at Cliff House. This strategic leadership role is responsible for overseeing the daily functions of the front desk, concierge, PBX, and bell services while ensuring the highest level of guest satisfaction, team performance, and financial efficiency. The Director of Front Office is a key stakeholder in operational strategy, financial accountability, and driving an exceptional guest experience. This role requires strong leadership, financial acumen, and a commitment to service excellence. At Cliff House, we transform moments into memories through engaging, sincere, and personalized service. As the Director of Front Office, you will champion this mission by leading, mentoring, and developing your team while driving performance, cost control, and revenue optimization.

Requirements

• Proven leadership experience in luxury hospitality and front office operations.
• Strong financial acumen with experience in budgeting, forecasting, and cost control.
• Excellent problem-solving, communication, and organizational skills.
• Ability to analyze financial data and guest feedback metrics to drive strategic improvements.
• Highly adaptable, results-driven, and capable of handling multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).
• Frequent standing and walking throughout shifts.
• Occasional lifting and carrying up to 30 lbs.
• Occasional kneeling, pushing, pulling, and lifting.
• A qualified applicant is a “people person” who is flexible with their schedule, loves to serve others, and knows how to multi-task while ensuring accuracy.

Nice To Haves

• Degree in Hospitality Management or Business Administration preferred.
• Experience with Opera, Alice, Zingle, SpaSoft, OpenTable, Toast is a plus.

Responsibilities

• Oversee all front office operations, ensuring seamless guest experiences and adherence to luxury service standards.
• Develop, monitor, and manage departmental budgets, forecasting, and financial planning to optimize revenue and control expenses.
• Identify revenue-generating opportunities, including upselling strategies, to maximize occupancy.
• Implement cost control measures while maintaining service excellence and operational efficiency.
• Analyze key performance metrics (labor costs, guest satisfaction scores) and implement action plans for continuous improvement.
• Act as a key leader in driving financial accountability, labor productivity, and overall department profitability.
• Ensure daily reporting from Night Audit is properly prepared and distributed.
• Monitor Open Folio and credit limit reports, daily.
• Ensure all front office functions align with the resort’s business goals and financial objectives.
• Lead the front office team in delivering professional, friendly, and engaging service while proactively anticipating guest needs.
• Ensure VIP and group arrivals are handled flawlessly, coordinating with other departments to exceed expectations. Routing, alerts, VIP codes, are properly in place.
• Oversee room assignments to optimize guest satisfaction and ensure seamless accommodations.
• Maintain comprehensive knowledge of resort features, services, and hours of operation; room types, locations, rates, packages, and promotions; and daily house counts, expected arrivals, and departures.
• Resolve guest concerns with discretion, sound judgment, and a focus on long-term guest loyalty.
• Monitor and analyze guest feedback through Revinate, Medallia, and other platforms to identify trends and implement service enhancements.
• Recruit, train, and mentor front office leaders and associates to cultivate a high-performing, service-oriented team.
• Establish accountability through clear expectations, coaching, and performance management.
• Foster a culture of teamwork, collaboration, and professional growth within the department.
• Ensure proper staffing levels and scheduling within financial guidelines to optimize productivity.
• Oversee the implementation of ongoing training programs to enhance service consistency and team development.
• Conduct regular performance evaluations, providing feedback and development plans for team members. Utilizing Pulse Checks, Safety Culture, and other established programs.
• Develop and implement Standard Operating Procedures (SOPs) for front office functions, ensuring consistency and operational effectiveness.
• Maintain close communication with Housekeeping, Reservations, and Food & Beverage teams to enhance the overall guest experience.
• Monitor special reservations, oversee VIP and group arrivals, and manage amenity orders and guest preferences.
• Oversee daily operations, anticipate critical situations, and proactively plan solutions to enhance efficiency.
• Ensure all safety policies, security procedures, and compliance standards are upheld.
• Lead pre-shift meetings, departmental briefings, and cross-departmental collaboration efforts.
• Act as a key liaison between front office operations and senior leadership, providing reports and recommendations for strategic improvements.
• Utilize Opera, Alice, Zingle, SpaSoft, OpenTable, and Toast to streamline operations and enhance guest engagement.
• Ensure compliance with Cliff House policies and maintain accurate records for guest incidents, employee performance, safety, key control and operational reports.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: Associate degree