Assistant Director of Front Office, Cloister

The Boca Raton; Boca Raton (FL); On-site; USD 90,000 - 125,000; Full time

Job summary

The Boca Raton is seeking an Assistant Director of Front Office to lead daily operations across the front desk, bell, and valet teams in our luxury Boca Raton property. The role collaborates with senior leadership in multiple outlets to ensure exceptional guest experiences.

Ideal candidates will have luxury hospitality experience, strong leadership, and proficiency with Opera PMS, payroll, and scheduling. A hospitality degree is preferred and weekend/holiday flexibility is required.

Qualifications

• Experience leading front office teams in a luxury environment.
• Strong knowledge of hotel front desk operations and guest relations.
• Ability to manage staffing, payroll, and schedules within budget.
• Familiarity with property management systems, esp. Opera, and MS Office.

Responsibilities

• Oversee front office operations and guest relations across multiple outlets.
• Lead and develop bell, valet, and front desk teams; support scheduling and staffing.
• Collaborate with Revenue Management, Housekeeping, and other departments to optimize occupancy and guest satisfaction.
• Prepare staff schedules and monitor payroll, ensuring accuracy and budgeting compliance.
• Conduct regular departmental meetings and provide training and coaching to staff.

Skills

Guest Relations

Front Office

Staff Scheduling

Payroll

Education

Hospitality Degree

Tools

Opera PMS

MS Office

Job description

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Assistant Director of Front Office, Cloister

Full Time Boca Raton, FL, US

2 days ago Requisition ID: 5312

Summary

The Assistant Director of Front Office is responsible for managing all front office operations, supporting the bell and valet teams and has proven experience in leading a team in a Five Star Service environment. This role works closely with front office senior leadership at Bungalow, Yacht Club, Tower, and Beach Club.

Essential Functions

• Supports the Director in managing Guest Relations department team associates.
• Assist in team associates hiring, training, counseling, and discipline.
• Schedule manager and associates responsibly handle business needs and flex as needed.
• Assists in the preparation of staff schedules to ensure the best operational effectiveness within budgetary guidelines.
• Ensures accuracy of payroll daily
• Familiar with rooms’ forecast and schedules, accordingly, incorporating any arrival data available for optimal scheduling.
• Works with Revenue Management and Housekeeping on rooms control function.
• Conducts Monthly departmental meetings (may need two per month to cover all schedules)
• Supports Housekeeping and Engineering to ensure an optimal rooms’ PM Program
• Ensures accuracy of daily TBR Compass
• Ensures the front office always has the correct information and proper equipment to complete department functions; and prioritizes and organizes all projects that pertain to improving front office functions.
• Responsible for maintaining proper organization of the front desk and back-office areas.
• Incorporate/inventory management system for supplies and conduct bi-weekly inspection for proper supplies on hand.
• Communicates effectively both verbally and in writing to provide clear directions to staff. Assigns and instructs guest service and front desk agents in the details of work. Observes performance and encourages improvement.
• Informs and updates executives, peers, and subordinates on relevant information in a timely manner.
• Uses creative management skills to solve problems.
• Ensures compliance with The Boca Raton standards are met to ensure consistent high quality guest relations.
• Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
• Handles guest relocations as required.
• Assists other guest services areas with daily operations and supervision.
• Manages Operations to ensure profitability, control costs and quality standards to ensure total guest satisfaction.
• Assists other guest services areas with daily operations and supervision.
• Prepares daily forecast of expected arrivals and departures.
• Administration of all personnel files, including training records. Responsible for all personnel administrative records includes monitoring payroll vacations requests, portages collection and assist in monitoring distribution sales/payout gratuities.
• Attend all mandatory meetings.
• Support the training and development of all associates, including direct reports, is consistent.
• Work with Director of Housekeeping, Bungalow Manager, Bell & Valet Manager, and GEM Director to ensure cross communication is open to all departments.
• Perform front desk duties in high demand times.

Knowledge, Skills, and Abilities:

• Ability to read, write, speak, and understand the English language to communicate effectively with guests and employees.
• Ability to access and accurately input information using a moderately complex computer system, including property management systems.
• Knowledge of Microsoft Office, specifically Word and Excel.
• Strong knowledge of Opera, and all applicable software programs used. Must be able to multitask using multiple software applications at any given time.
• Ability to understand guest needs and expectations and deliver superior customer services with a little input from others.
• Must be an excellent communicator is all aspects of his/her job including coworkers and guests.
• Always looking for the best interest for both guest and resort.
• Able to perform a job with attention to details and the ability to organize and handle multiple tasks effectively.
• Must handle difficult situations and hold team associates accountable.
• Effective verbal and written communication skills in English a must.
• Must be able to work in teams and involve others in the decision-making process when applicable.
• Ability to be fully flexible in availability to accommodate hotel occupancy and business demand.
• Forward thinking and sharp trainer skills and ability to mentor and develop team members.
• Ability to successfully motivate and lead a team through leading by example.
• Ability to plan and organize large or multiple projects and complete within deadlines.
• Maintain high visibility resulting in a minimum of 70% of time spent on the floor with the teams.
• Support the bell and front drive services when needed for coverage.
• Support the Bungalow team when needed for coverage.
• MUST have flexible schedule, including availability on weekends and holidays as needed or directed.

Education/Experience Requirements:

• Assistant Director of Front office with 2 years or more with luxury background
• A Guest Relations Manager with 1 year or more with luxury background would be considered.
• Managed a team of managers and hourly associates.
• Degree in Hospitality or Hotel Management preferred.

Physical Requirements

Lifting 50 lbs. maximum with frequent lifting and carrying of objects weighing up to 25 lbs. It requires walking or standing to a significant degree, as well as reaching, handling, feeling, talking, hearing, and seeing.

In the United States we are proud to be an EEO/AA employer M/F/D/V. We maintain a drug‑free workplace and perform pre‑employment substance abuse testing.