Director of Front Office — Luxury Guest Experience Leader

Ennismore; Miami Beach (FL); On-site; USD 140,000 - 180,000; Full time

Job summary

Delano Miami Beach is seeking a Director of Front Office to oversee the daily operations of the Front Office, Bell Stand and Concierge, ensuring seamless guest experiences and strict adherence to Delano brand standards.

The ideal candidate will lead a professional team, drive training and engagement, monitor performance, collaborate across departments, and leverage Opera and SynXis to optimize service quality in a luxury hospitality setting.

Qualifications

• High school diploma or equivalent education required; Bachelor's degree preferred.
• Minimum 5 years in a leadership role in upscale luxury hotels.
• Strong knowledge of hotel operations including Front Desk, Concierge, Bell, Guest Services, and front desk protocol for high-profile guests.
• Strong knowledge of property management systems such as Opera, SynXis.
• Excellent spoken and written English.
• Ability to stand or walk for an eight-hour shift.
• Observant and quick to respond while multitasking under pressure.
• Physical capability to push 20 lbs+ as needed.
• Familiarity with federal, state, and local employment laws and compliance.
• Additional language ability is a plus.
• Neat, clean, and well-groomed appearance per department guidelines.

Responsibilities

• Lead and manage front office departments to ensure outstanding guest service and smooth day-to-day operations.
• Maintain highest levels of guest service and ensure consistency with Delano Brand Standards.
• Oversee scheduling, training, and performance management of the front office staff.
• Collaborate with other departments to coordinate guest services and ensure efficient problem resolution process.
• Analyze front office metrics and support revenue management strategies.
• Monitor guest feedback and implement service improvement strategies.
• Ensure full compliance with health, safety, and hotel policies and procedures.
• Drive team member engagement and team development through regular training and coaching.
• Mentor, coach and guide staff on working successfully in a team atmosphere.
• Ensure all necessary reports and forms are completed daily.
• Any other reasonable duties as assigned by the supervisor or manager.
• We recognize we are in the hospitality industry and may provide lateral service.
• Occasionally perform related tasks to deliver exceptional guest service.

Skills

Leadership

Operations

Front Desk/Guest Services

Opera PMS

SynXis

English communication

Stand/walk 8 hours

Multitasking under pressure

Observant & quick response

Lifting 20 lbs+

Legal/compliance awareness

Additional language ability

Team development

Education

High school diploma or equivalent

Bachelor's degree preferred

Tools

Opera PMS

SynXis

Job description

Delano Miami Beach is seeking a Director of Front Office to oversee the daily operations of the Front Office, Bell Stand and Concierge, ensuring seamless guest experiences and strict adherence to Delano brand standards.

The ideal candidate will lead a professional team, drive training and engagement, monitor performance, collaborate across departments, and leverage Opera and SynXis to optimize service quality in a luxury hospitality setting.