Director of Front Office

EOS • Marathon, FL

19h • 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, operational efficiency, and compliance with the resort’s luxury standards. The Director fosters teamwork, respect, and anticipatory service while managing budgets, staff performance, and guest satisfaction metrics.

This is a fast-paced, guest-facing position at a 5-star, 4-diamond oceanfront resort with 199 rooms and suites in Marathon, Florida. The work environment is collaborative and diverse, with access to resort amenities and opportunities for advancement. The role requires flexible hours, including weekends and holidays, to support 24/7 resort operations.

Requirements

• At least 5 years of hotel operations experience.
• At least 3 years in a supervisory or managerial role overseeing front office, reservations, or security.
• Proven leadership 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, in support of a 24/7 resort operation.

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 front desk, bell services, security, and reservations operations, ensuring guest service meets the resort’s standards.
• Oversee check-in and check-out processes, including efficient guest interactions and accurate billing.
• Coordinate bell services, luggage handling, and guest assistance.
• Enforce security protocols to maintain a safe environment for guests and staff across the property.
• Supervise reservations to optimize occupancy, manage booking systems, handle special requests, and support revenue goals.
• Provide anticipatory, personalized guest service and resolve escalated guest concerns promptly.
• Collaborate with housekeeping, spa, dining, and other departments to deliver a cohesive guest experience.
• Recruit, train, and mentor department managers and staff, fostering a diverse and inclusive workplace.
• Develop staff schedules that address operational needs and employee work-life balance.
• Implement training programs in customer service, safety, and reservation systems.
• Monitor departmental budgets and ensure 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 operational improvements.

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