Front Office Director

PRIME GROUP•Marathon, FL

About The Position

The Director of Front Office leads reservations, the front desk, and guest services at a resort, owning the guest experience from arrival through departure. The role ensures check-in and check-out are fast and accurate, rates are protected, and guest issues are addressed early and resolved with care. The director leads and schedules front desk, reservations, and night audit teams according to forecasts; partners with Revenue on rates and forecasts; oversees cash handling, audit accuracy, and accounting controls; and explains the stayover process to guests at check-in. The position is based at Faro Blanco Resort or Courtyard by Marriott in Marathon, Florida, and reports to the Managing Director.

Requirements

At least 5 years of front office experience at full-service hotels.
At least 2 years of management experience.
Proficiency with property management systems.
Strong cash controls and audit discipline.
Service recovery and upselling skills.
Forecasting, yield management, and critical-thinking skills.
Ability to read rooms revenue and build a front office budget.
A coaching style and ability to recover a poor arrival experience.

Nice To Haves

Experience in upscale or full-service resort hospitality, including Hilton or Marriott.

Responsibilities

Lead and schedule the front desk, reservations, and night audit teams to the forecast.
Protect rate integrity and partner with Revenue on rates and forecasts.
Lead service recovery by listening to guests and resolving the root issue.
Oversee cash handling, audit accuracy, and accounting controls.
Explain the stayover process at check-in so guests know what to expect.
Ensure check-in and check-out are fast and accurate and guest issues are resolved early.