Director of Front Office

DOLPHIN HOTEL MANAGEMENT•Rancho Mirage, CA

12d•$90,000 - $95,000•Onsite

About The Position

The Director of Front Office oversees all Front Office and Guest Services functions at Westin Rancho Mirage Golf Resort & Spa, ensuring exceptional service, operational excellence, and financial performance. The role leads Bell Services, Welcome Ambassadors, and Service Express teams and partners with Rooms leadership to improve guest satisfaction, labor efficiency, and revenue opportunities. The Director leads daily operations, maintains service standards, serves as Manager on Duty, and addresses guest concerns and operational challenges. The position also includes recruiting, training, coaching, and scheduling associates; managing department budgets and labor; analyzing performance; supporting revenue and promotional efforts; and reporting departmental results to the Executive Committee. The role contributes to resort strategy, service innovation, quality standards, and compliance with company policies and applicable laws. The position is primarily indoors in a controlled-temperature environment. Regular attendance and schedule flexibility are essential, and schedules may vary according to business needs. The employer may obtain a background check as part of the employment process.

Requirements

High school diploma or equivalent required.
3–5 years of management experience.
Proven customer service excellence and a guest-first mindset.
Ability to work a flexible schedule, including evenings, weekends, and holidays.
Fluent in English, verbally and in writing.
Strong leadership, communication, and decision-making skills.
Ability to thrive in a fast-paced, high-volume resort environment.
Financial acumen and experience managing budgets and labor controls.
Proficiency in basic computer applications and hotel systems.
Extensive knowledge of hotel operations, guest services, and Front Office procedures.
Working knowledge of federal, state, and local employment and labor laws, including FLSA, ADA, OSHA, FMLA, and EEOC regulations.
Ability to sit for up to 5 hours per day; standing and walking are required for the remainder of the shift.
Frequent communication requiring hearing, speaking, and visual acuity.
Ability to occasionally lift up to 15 lbs.
Manual dexterity to operate office equipment and systems.
Regular attendance and schedule flexibility are essential.

Nice To Haves

Bachelor’s degree preferred.
Hotel Front Office leadership experience strongly preferred.

Responsibilities

Lead all Front Office and Guest Services operations to provide a seamless, welcoming, elevated guest experience.
Ensure service standards are consistently met and improved across Bell Services, Welcome Ambassadors, and Service Express.
Serve as Manager on Duty and resolve guest concerns and operational challenges professionally and empathetically.
Assist guests with special requests, including transportation coordination, parking, in-room dining support, telecommunications, and travel logistics.
Recruit, interview, onboard, train, and develop Front Office team members.
Coach, counsel, and discipline associates in accordance with company policies; recommend corrective action, including termination, when necessary.
Foster a positive, inclusive, performance-driven work environment.
Schedule staffing levels based on occupancy, business needs, and service expectations.
Manage department labor and operating expenses within approved budgets.
Maximize parking and garage revenue through cost controls and accountability procedures.
Participate in Front Office budgeting, forecasting, and financial planning.
Analyze performance metrics, identify trends, and implement corrective actions to meet profit goals.
Collaborate daily with Rooms Division leadership on goals, forecasts, operational variances, and guest experience initiatives.
Support promotional efforts and upselling opportunities at the Front Desk.
Respond to guest feedback, market trends, and competitive insights to contribute to service innovation.
Provide regular Executive Committee reporting on departmental performance, staffing, and financial results.
Develop and execute departmental business strategies aligned with resort goals.
Monitor productivity and efficiency metrics to drive continuous improvement.
Enhance products and services based on guest insights and market research.
Ensure consistent delivery of brand standards and quality.
Support senior leadership decision-making through data analysis and operational expertise.
Ensure compliance with company policies, ethical standards, and applicable laws and regulations.