Director of Front Office: Forbes-Level Luxury Service

Carneros Inn, LLC; Napa (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Carneros Inn, LLC is seeking a Director of Front Office to lead the luxury resort's front desk, guest services, and related operations in Napa. This role ensures Forbes Five-Star standards, system optimization, and a high-performance team focused on exceptional guest experiences.

You will coach staff, optimize processes, manage labor and payroll, and collaborate with Revenue and Housekeeping to maximize guest satisfaction and revenue.

Qualifications

• 5+ years of progressive Front Office leadership experience in a luxury hotel or resort setting.
• Strong knowledge of hospitality systems and technology (PMS, POS, mobile check-in, guest request systems, etc).
• Deep understanding of Forbes Five-Star service standards and luxury guest expectations.
• Proven ability to train, coach, and lead high-performing teams while holding them accountable to results.
• Excellent communication, interpersonal, and problem-solving skills.
• Financial acumen, with experience managing departmental budgets, labor forecasting, and cost control.
• Availability to work a flexible schedule including weekends, holidays, and peak business periods.
• Familiarity with Napa/Sonoma resort markets and guest expectations is a plus.

Responsibilities

• Champion a culture of anticipatory, intuitive, and personalized service across all front office touchpoints.
• Ensure consistent execution of Forbes Five-Star service standards from pre-arrival to post-departure.
• Empower team members to proactively resolve guest issues with confidence and professionalism.
• Serve as a visible leader in the lobby, engaging with guests and supporting the team during peak periods.
• Lead, train, and develop the Front Office team with clear goals and development plans.
• Design and implement ongoing training programs focused on service delivery, systems usage, and Forbes standards.
• Oversee front office systems to ensure accuracy, functionality, and efficiency.
• Monitor KPIs like check-in/check-out times, guest satisfaction, and upsell conversions.
• Collaborate with Revenue and Housekeeping on room allocation and special requests.

Skills

Leadership

Hospitality systems

Forbes Five-Star

Training & coaching

Communication

Financial acumen

Flexible schedule

Napa market knowledge

Tools

PMS

POS

Mobile check-in

Job description

Carneros Inn, LLC is seeking a Director of Front Office to lead the luxury resort's front desk, guest services, and related operations in Napa. This role ensures Forbes Five-Star standards, system optimization, and a high-performance team focused on exceptional guest experiences.

You will coach staff, optimize processes, manage labor and payroll, and collaborate with Revenue and Housekeeping to maximize guest satisfaction and revenue.