Director of Front Office

Auberge Collection•Santa Fe, NM

2d•Onsite

About The Position

The Director of Front Office is responsible for overseeing all front desk, reservations, and guest services operations to ensure a seamless, personalized, and memorable experience for every guest. This leader will cultivate a high-performing, engaged team while maintaining operational excellence, adherence to brand standards, and alignment with Bishop's Lodge values.

Requirements

Minimum 5 years of progressive experience in front office management within a full-service resort or hotel environment.
Proven leadership skills, with experience coaching and developing high-performing teams.
Strong financial acumen and operational expertise.
Exceptional communication, interpersonal, and problem-solving skills.
Commitment to creating a guest-centric culture aligned with Bishop’s Lodge values.

Responsibilities

Lead and manage all front office operations, including reservations, check-in/check-out, concierge, and guest relations.
Ensure every guest interaction reflects the Bishop's Lodge standard of excellence and personalized service.
Monitor guest feedback and implement continuous improvements to enhance satisfaction and loyalty.
Develop and enforce front office policies, procedures, and service standards.
Recruit, train, and mentor front office team members, fostering a culture of accountability, collaboration, and ENRICH values.
Conduct regular performance evaluations, coaching, and recognition to drive team engagement and development.
Manage staffing schedules, ensuring adequate coverage while optimizing labor costs.
Oversee front office budgets, forecasting, and reporting; identify opportunities for revenue growth and operational efficiencies.
Ensure accurate billing, posting, and reconciliation of guest accounts.
Partner with sales, marketing, and other departments to support group bookings, special events, and promotional programs.
Maintain proficiency in property management systems (PMS) and other front office technologies.
Identify and implement process improvements leveraging technology to enhance operational efficiency and guest satisfaction.