Director of Front Office

Omni Hotels & Resorts•Hilton Head Island, SC

7d•Onsite

About The Position

The Director of Front Office is responsible for leading all front office operations to ensure exceptional guest experiences, operational efficiency, and team engagement at the Omni Hilton Head Oceanfront Resort. This role oversees the Front Desk, Guest Services, Bell Services, PBX, Transportation, and Concierge operations while fostering a culture aligned with Omni Hotels & Resorts’ standards of excellence and genuine hospitality. The ideal candidate is an energetic and service-driven hospitality leader with a passion for luxury guest service, team development, and operational excellence.

Requirements

Minimum 5 years of progressive Front Office leadership experience in a luxury hotel or resort environment.
Strong leadership, communication, and interpersonal skills.
Proven ability to lead large teams in a fast-paced resort setting.
Proficiency in Opera PMS and Microsoft Office Suite.
Strong financial acumen including labor management and budgeting.
Flexible schedule including evenings, weekends, and holidays.

Nice To Haves

Previous Director of Front Office or Assistant Director experience preferred.
Experience with Forbes, AAA Four Diamond, or luxury service standards preferred.

Responsibilities

Lead all Front Office operations to deliver exceptional guest satisfaction and service recovery.
Ensure compliance with Omni brand standards, Forbes standards, and resort operating procedures.
Recruit, train, mentor, and develop Front Office leaders and associates.
Drive guest engagement initiatives and maintain high guest satisfaction scores.
Monitor daily arrivals, departures, VIP guests, group activity, and special requests.
Collaborate with Housekeeping, Engineering, Food & Beverage, and Sales teams to ensure seamless resort operations.
Analyze labor productivity, payroll, scheduling, and departmental expenses to achieve financial goals.
Manage departmental budgets, forecasting, and operational reporting.
Resolve guest concerns professionally and promptly.
Maintain strong knowledge of Opera PMS and related hospitality systems.
Ensure proper handling of cash, credit procedures, and audit compliance.
Champion Omni culture, associate recognition, and service excellence initiatives.
Participate in MOD (Manager on Duty) rotations as required.