Director of Front Office

BENCHMARK; Chatham (MA); On-site; USD 80,000 - 90,000; Full time

Job summary

BENCHMARK in Chatham, Massachusetts, is seeking a Director of Front Office to lead the team in providing exceptional guest experiences. This role involves direct oversight of Front Office operations, ensuring staff adherence to luxury hospitality standards, and fostering a culture of excellence.

The ideal candidate will have substantial management experience in luxury hotels, outstanding communication skills, and a passion for delivering superior service. Competitive compensation is offered, including a salary range of $80,000 to $90,000.

Qualifications

• Five years of management or supervisory experience required.
• Effective written and verbal communication skills are essential.
• Superior customer service and interpersonal skills are necessary.

Responsibilities

• Provide leadership and supervision to Front Office teams.
• Ensure exceptional guest experiences and service quality.
• Develop strategies to improve customer service and operational efficiency.

Skills

Management experience in luxury hotels

Customer service skills

Communication skills

Organizational skills

Multi-tasking skills

Computer skills

Job description

Position Overview

The Director of Front Office is responsible for providing the highest level of personalized service and ensuring exceptional guest experiences throughout all Front Office operations. Responsibilities include delivering the highest quality service and personalized attention to guests in a courteous, professional, and anticipatory manner; gathering pertinent operational information through attendance at daily staff meetings, Rooms Division meetings, resume meetings, and BEO reviews; and providing leadership, direction, supervision, coaching, and training to the Concierge, PBX, Night Audit, and Front Desk teams. The Director of Front Office must serve as a visible role model for the resort's service culture and Forbes Five‑Star standards, consistently demonstrating the behaviors, professionalism, and attention to detail expected of every team member. This position is responsible for training, coaching, monitoring, and holding staff accountable to Five‑Star service standards, ensuring every guest interaction reflects the resort's commitment to luxury hospitality. Through continuous observation, feedback, recognition, and performance development, the Director fosters a culture of excellence, consistency, and genuine hospitality while ensuring all team members are knowledgeable, confident, and committed to delivering exceptional service on every shift.

Additional Responsibilities

• Lead in ensuring that associates are trained in and uphold all service procedures and communication standards outlined in the Standard Operating Procedure Manuals and that all 21‑day training programs are executed, signed, and delivered to HR.
• Be a visible leader on the floor, hands‑on and included in the management team, stationed in a highly visible area to guests and associates.
• Communicate effectively with guests and resolve all departmental complaints in a timely manner.
• Develop and implement strategies for the Front Desk, PBX, Night Audit and Guest Experience Departments to improve customer service and operational efficiency.
• Maintain a professional appearance and enforce a culture of accountability.
• Organize and conduct monthly departmental and interdepartmental meetings.
• Provide clear direction in advising and instructing staff in details of their work.
• Manage and monitor labor costs, payroll, and supplies.
• Coordinate with the Director of Rooms to ensure proper communications daily.
• Check daily and weekly reports highlighting upcoming arrivals and in‑house VIPs; forecast and detail the needs of arriving VIP guests.
• Work with the concierge team on arrivals and information of VIPs, ensuring pre‑arrival contact.
• Understand profitability and revenue maximization in Rooms and F&B through referrals and upselling.
• Execute a “Show Me You Know Me” program for guest recognition through the front desk department.
• Ensure all team members maintain standards of personal presentation and hygiene.
• Lead the resort in overall communication of hotel and local offerings and coordinate with leadership teams for Legacy and VIP guests.
• Empower team to monitor every day of guest stay, resolve challenges, and follow up for satisfaction.
• Help develop and guide the team’s ability to own recoveries as needed.
• Log all internal and guest‑related incidents into Know Cross with factual account and cost of recovery.
• Ensure contracts for all local offerings or third‑party bookings are accurate and yield proper pricing and fees.

Qualifications

• Previous Heart of House and Front of House management experience in luxury hotels preferred.
• A minimum of five years of management or supervisory experience.
• Effective written and verbal communication skills.
• Superior customer service and interpersonal skills.
• Ability to work weekends, holidays, and long hours when necessary.
• Well groomed and professional appearance.
• Superior organizational skills.
• Enjoys a fast‑paced environment and excellent multi‑tasking skills.
• Can sit, stand, and walk for extended periods of time.
• Flexible with schedules and hours.
• Passion for people and providing superior service each day.
• Excellent computer skills.
• Ability to work closely and cohesively with other department heads to ensure guest satisfaction.

Compensation

Salary range: $80,000.00 – $90,000.00.

Equal Opportunity Employer

Pyramid Global Hospitality is an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location.