Five-Star Front Office Director - Guest Experience Leader

Hutchinson Consulting; Massachusetts; On-site; USD 140,000 - 190,000; Full time

Job summary

Luxury Resort on the East Coast seeks an experienced Director of Front Office to lead and elevate all Front Office operations, delivering personalized and anticipatory service. You will supervise Concierge, PBX, Night Audit, and Front Desk teams, train staff in SOPs, and participate in daily meetings to optimize guest experiences.

The role emphasizes hands‑on leadership, visible presence with guests, and accountability for maintaining luxury service standards across shifts and departments.

Qualifications

• Experience leading Front Office teams and delivering exceptional guest service.
• Proven ability to train, coach, and develop Concierge, PBX, Night Audit and Front Desk staff.
• Familiarity with Forbes Five-Star standards and service culture.

Responsibilities

• Lead Front Office teams with coaching and training across departments.
• Uphold SOPs and 21‑day training programs, delivering results to HR.
• Be a visible, hands‑on leader on the floor engaging with guests and staff.
• Develop and implement strategies to improve customer service and operational efficiency.
• Monitor labor costs, payroll, and supplies while driving accountability.

Skills

Leadership

Staff training

Guest experience

Communication

Front Office operations

Five-Star standards

Job description

Luxury Resort on the East Coast seeks an experienced Director of Front Office to lead and elevate all Front Office operations, delivering personalized and anticipatory service. You will supervise Concierge, PBX, Night Audit, and Front Desk teams, train staff in SOPs, and participate in daily meetings to optimize guest experiences.

The role emphasizes hands‑on leadership, visible presence with guests, and accountability for maintaining luxury service standards across shifts and departments.