Luxury Front Office Director – Forbes Five-Star Service

Carneros Resort and Spa; Napa (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Carneros Resort and Spa is seeking a Director of Front Office to lead the strategic and operational management of Front Office, including Front Desk, Guest Services, AYS and Bell Services. You will drive Forbes-level service, optimize systems, and coach a dynamic team in a fast-paced luxury environment.

The role requires hands-on leadership with a focus on guest experience, staff development, and cross-departmental collaboration, reporting to the Director of Operations.

Qualifications

• Minimum 5+ years in progressive Front Office leadership at luxury hotels/resorts.
• Deep knowledge of hospitality systems (PMS, POS, mobile check-in).
• Strong understanding of Forbes Five-Star service standards.
• Proven ability to train, coach, and lead high-performing teams.
• Excellent communication and problem-solving skills.
• Financial acumen including budgeting and labor forecasting.
• Willingness to work a flexible schedule including weekends/holidays.
• Familiarity with Napa/Sonoma resort markets is a plus.

Responsibilities

• Lead guest experience to Forbes-level standards across front desk, guest services, AYS, and bell services.
• Develop and coach a service-forward team, with ongoing training and performance plans.
• Oversee front office systems, check-in/check-out, and reporting efficiency.
• Collaborate cross-departmentally with Housekeeping, Engineering, Spa, F&B, and Banquets.
• Own labor, scheduling, payroll, and drive revenue-related initiatives.

Skills

Front Office Leadership

Hospitality Systems

Forbes Five-Star Service

Team Leadership & Training

Communication Skills

Financial Acumen

Flexibility

Local Market Knowledge

Education

Hospitality degree or related field

Tools

PMS & POS systems

Mobile check-in

Guest request systems

Job description

Carneros Resort and Spa is seeking a Director of Front Office to lead the strategic and operational management of Front Office, including Front Desk, Guest Services, AYS and Bell Services. You will drive Forbes-level service, optimize systems, and coach a dynamic team in a fast-paced luxury environment.

The role requires hands-on leadership with a focus on guest experience, staff development, and cross-departmental collaboration, reporting to the Director of Operations.