Head of Front Office — Luxury Guest Experience

The Knox, Auberge Collection; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

The Knox, Auberge Collection in Dallas seeks a Director of Front Office to lead all front office operations, shaping guest experiences from pre-arrival through departure. The role partners with the Hotel Manager and guest service leaders to ensure seamless service, personalized interactions, and operational excellence in a luxury setting.

You will mentor the front office team, develop SOPs, monitor guest feedback, manage daily arrivals and departures, and drive guest satisfaction and financial

Qualifications

• 2-4 years of experience as a Front Office leader in a luxury hotel environment.
• Ability to communicate clearly and professionally in all interactions.
• Strong passion for delivering exceptional guest service and creating memorable experiences.
• Proficiency with multiple computer systems and a solid understanding of hotel operations.
• Proven leadership skills with the ability to motivate, coach, and develop team members.
• Strong organizational and problem-solving abilities with attention to detail.
• Ability to work flexible schedules, including evenings, weekends, and holidays.

Responsibilities

• Lead, mentor, and develop front office team members, fostering a culture of excellence and accountability.
• Oversee all aspects of the guest journey, including pre-arrival planning, check-in, in-house experience, and departure.
• Develop and implement departmental SOPs and training materials.
• Ensure consistent delivery of personalized, high-quality service in alignment with luxury standards.
• Partner with the Hotel Manager and other department leaders to optimize daily operations and guest satisfaction.
• Monitor guest feedback, online reviews, and internal surveys; implement strategies to improve satisfaction scores.
• Proactively resolve guest concerns and service recovery situations with professionalism and urgency.
• Drive departmental performance, focusing on guest experience, team engagement, and financial results.

Skills

Front Office Leadership

Guest Service Excellence

Communication Skills

Hotel Operations Knowledge

Team Development

Flexible Scheduling

PMS Systems

Tools

PMS systems

Job description

The Knox, Auberge Collection in Dallas seeks a Director of Front Office to lead all front office operations, shaping guest experiences from pre-arrival through departure. The role partners with the Hotel Manager and guest service leaders to ensure seamless service, personalized interactions, and operational excellence in a luxury setting.

You will mentor the front office team, develop SOPs, monitor guest feedback, manage daily arrivals and departures, and drive guest satisfaction and financial