Front Office Director — Luxury Guest Experience Leader

Paycom - ATS; San Diego (CA); On-site; USD 90,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Dental

Vision

401k with match

Life insurance

Sick leave and vacation time

Employee discounts

Job summary

The Lodge at Torrey Pines in San Diego, CA, seeks a Director of Front Office to lead Front Desk, Concierge, Guest Services, Valet, and Transportation. You will guide the Front Office leadership team, manage budgets, and drive occupancy, rate, and revenue objectives while maintaining AAA Five Diamond standards.

Reporting to hotel leadership, you will coach teams, optimize guest satisfaction, and collaborate with Yield and other departments to deliver an exceptional guest experience.

Qualifications

• Bachelor's degree (B. A.) from four-year college or university or any equivalent.
• At least 2-4 years of progressive Front Office leadership experience and/or training including having leadership oversight of other managers or supervisors.
• Previous Front Office or Rooms leadership experience within a luxury hotel or resort environment required.
• Experience within an AAA Five Diamond or Forbes-rated hotel or resort environment preferred.
• Experience running shifts, scheduling, performance management, problem-solving, guest servicing and running day-to-day operations.
• Availability to work on weekends and holidays is required.
• For insurance purposes, candidates must be over 21 years of age.
• Must have an unexpired and valid driver's license with no recent violations.
• Must be able to safely operate vehicle.

Responsibilities

• Convey a favorable image of the organization by projecting a positive, professional, poised, well-groomed appearance and polished demeanor to our guests.
• Maintain a visible presence throughout Front Office and guest arrival areas, regularly interacting with guests and associates to ensure expectations are met or exceeded and concerns are promptly addressed.
• Monitor guest satisfaction scores and feedback to identify opportunities for improvement and ensure alignment with AAA Five Diamond and hotel service standards.
• Ensure guest needs and requests are handled promptly, efficiently, and with genuine care, including appropriate follow-up and service recovery when necessary.
• Recruit, train, coach, and mentor team members, fostering a high-performing, service-oriented culture.
• Address performance issues promptly and constructively in accordance with HR and company policies.
• Promote teamwork and employee engagement while ensuring alignment with company values and performance expectations.
• Coordinate with Housekeeping, Engineering, Security, Food & Beverage, Reservations, and other departments to support seamless hotel operations and the guest experience.
• Establish and maintain effective departmental communication through leadership meetings, pre-shift meetings, and other communication tools.
• Oversee staffing, scheduling, timekeeping, and payroll to ensure appropriate coverage based on occupancy, business levels, and operational needs.
• Develop and maintain an effective guest history and preference program to support personalized service and guest recognition.
• Manage room blocking, room-type inventory, and out-of-order rooms to support occupancy and minimize oversell situations within the Front Office operation.
• Participate in room revenue management strategies and attend Group Rooms and Rooms Revenue Yield meetings to support occupancy, rate, and revenue objectives.
• Manage parking revenue and monitor departmental payroll and expenses in accordance with established budgets and financial objectives.
• Ensure the lobby, guest arrival areas, and porte-cochère are well maintained and consistently meet hotel presentation and service standards.
• Maintain a safe and secure environment for guests and associates by ensuring the team is trained on and follows established safety, security, and emergency procedures.
• Perform additional duties and responsibilities as directed by the leadership team.

Skills

Front Office leadership

Staff training

Performance management

Guest service

Education

Bachelor's degree (B.A.) from four-year college or university

Job description

The Lodge at Torrey Pines in San Diego, CA, seeks a Director of Front Office to lead Front Desk, Concierge, Guest Services, Valet, and Transportation. You will guide the Front Office leadership team, manage budgets, and drive occupancy, rate, and revenue objectives while maintaining AAA Five Diamond standards.

Reporting to hotel leadership, you will coach teams, optimize guest satisfaction, and collaborate with Yield and other departments to deliver an exceptional guest experience.