Luxury Front Office Director: Guest Experience Leader

Fairmont Hotels And Resorts; Southampton; On-site; GBP 89,000 - 133,000; Full time

Benefits offered by this job

Health insurance

Travel discounts

Career development

Job summary

Fairmont Southampton in Bermuda is seeking a Director of Front Office to lead the Front Office and Guest Services teams, delivering exceptional service and memorable guest experiences. The role focuses on strategic leadership, daily desk operations, guest satisfaction metrics, and collaboration with Revenue, Rooms, and Guest Services.

A university degree in Hospitality or Business is preferred, with extensive luxury hotel experience and proficiency in Opera PMS.

Qualifications

• 5+ years in Front Office leadership within luxury hotel or resort environments.
• Experience leading Front Desk, Guest Services, Royal Service, Concierge, or Rooms Division ops.
• Proficiency in Opera PMS and Microsoft Office applications.

Responsibilities

• Lead Front Office and Guest Services teams to deliver service excellence.
• Oversee daily Front Desk operations and lobby management.
• Ensure Service Essentials and LQA standards are met and exceeded; manage guest feedback.
• Manage budgets, procurement, and labor; drive revenue-related goals.
• Coach and mentor Front Office leaders for professional development.

Skills

Leadership

Guest Service

Strategy & Ops

Revenue Management

Budgeting

Team Development

Education

Bachelor's degree in Hospitality

Tools

Opera PMS

MS Office

Job description

Fairmont Southampton in Bermuda is seeking a Director of Front Office to lead the Front Office and Guest Services teams, delivering exceptional service and memorable guest experiences. The role focuses on strategic leadership, daily desk operations, guest satisfaction metrics, and collaboration with Revenue, Rooms, and Guest Services.

A university degree in Hospitality or Business is preferred, with extensive luxury hotel experience and proficiency in Opera PMS.