Director of Front Office

EOS Hospitality • Marathon, FL

12h • Onsite

About The Position

The Director of Front Office provides strategic leadership and operational oversight for the front desk, bell services, security, and reservations departments at Isla Bella Beach Resort & Spa. The role is responsible for seamless guest service, efficient operations, compliance with resort standards, budgets, staff performance, and guest satisfaction. The Director fosters teamwork, respect, and anticipatory service while supporting the resort’s luxury hospitality standards.

This is a fast-paced, guest-facing role at a 199-room oceanfront resort in Marathon, Florida. The position involves working with front office systems and other resort departments to support a cohesive guest experience. The resort setting includes a private beach, pools, a spa, a marina, and dining venues. Flexible hours, including weekends and holidays, may be required for the resort’s 24/7 operation.

Requirements

• Minimum of 5–7 years of experience in hotel operations.
• At least 3 years in a supervisory or managerial role overseeing front office, reservations, or security.
• Proven leadership skills and experience managing diverse teams in a fast-paced luxury hospitality environment.
• Strong knowledge of reservation systems, front office operations, and security protocols.
• Exceptional communication and problem-solving skills, with a focus on guest satisfaction and staff development.
• Ability to work flexible hours, including weekends and holidays.

Nice To Haves

• Bachelor’s degree in hospitality management, business administration, or a related field is preferred.
• Familiarity with the Florida Keys market and luxury traveler expectations.

Responsibilities

• Manage and supervise the front desk, bell services, security, and reservations teams, ensuring high-quality guest service.
• Oversee check-in and check-out processes to support efficient guest interactions and accurate billing.
• Coordinate bell services, including luggage handling and guest assistance.
• Enforce security protocols to maintain a safe environment for guests and staff across the property.
• Supervise reservations, optimize occupancy, manage booking systems, and handle special requests in alignment with revenue goals.
• Promote anticipatory and personalized guest service and proactively address guest needs.
• Resolve escalated guest concerns promptly to maintain guest satisfaction.
• Collaborate with departments such as housekeeping, spa, and dining to deliver a cohesive guest experience.
• Recruit, train, and mentor department managers and staff, fostering a diverse and culturally inclusive workplace.
• Develop staffing schedules that meet operational needs while balancing employee work-life balance.
• Implement training programs covering customer service, safety, and reservation systems.
• Monitor and manage departmental budgets for cost-effective operations while maintaining luxury standards.
• Oversee front office systems, including booking software and security protocols, and adapt to industry trends such as self-service check-in technologies.
• Ensure compliance with resort policies, including non-smoking rules, accessibility accommodations, and pet policies.
• Track KPIs such as guest satisfaction scores, occupancy rates, and departmental revenue contributions.
• Analyze guest feedback, including feedback from Tripadvisor, to identify improvements in guest-facing operations.

Benefits

• Competitive salary.
• Medical, dental, vision, and ancillary benefits.
• Potential discounts at sister properties and access to resort amenities, based on availability.
• Opportunities for professional growth in a high-profile luxury resort environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Director