Luxury Front Office Director - Guest Experience Leader

Boar's Head Resort; Charlottesville (VA); On-site; USD 110,000 - 150,000; Full time

Job summary

Boar’s Head Resort is seeking a polished Director of Front Office to lead the heart of guest experience. Lead arrival, stay, and departure with warmth and precision in a Forbes/AAA luxury context.

The role requires 5+ years of luxury Front Office leadership, strong emotional intelligence, and a track record of building engaged teams. Flexibility to work evenings, weekends, and holidays is required to sustain high-touch service.

Qualifications

• 5+ years of progressive Front Office leadership experience in a luxury hotel or resort environment.
• Experience leading in a Forbes Travel Guide and/or AAA Four/Five Diamond property strongly preferred.
• Proven ability to lead from the floor, inspire teams, and create a culture of excellence and accountability.
• Strong guest engagement and service recovery skills, with the confidence to manage high-touch and high-expectation guest interactions.
• Demonstrated success recruiting, developing, and retaining strong hospitality talent.
• Excellent communication, interpersonal, and leadership skills.
• Strong operational acumen, with experience managing labor, budgets, productivity, and departmental performance.
• Experience with property management systems (PMS) and hotel operations software.
• Ability to work a flexible schedule, including evenings, weekends, and holidays, based on business demands.
• Professional maturity, sound judgment, discretion, and a highly visible service leadership style.

Responsibilities

• Oversee all front office operations and define service standards for guest interactions.
• Develop and mentor a high-performing front office team and cultivate a culture of accountability.
• Ensure luxury guest experiences with precision, warmth, and personalization.
• Engage with VIP and discerning guests to deliver tailored service excellence.

Skills

Leadership

Guest service

People development

Communication

Operational acumen

PMS knowledge

Budgeting

Flexibility

Service recovery

Visible leadership

Tools

PMS

Hotel software

Job description

Boar’s Head Resort is seeking a polished Director of Front Office to lead the heart of guest experience. Lead arrival, stay, and departure with warmth and precision in a Forbes/AAA luxury context.

The role requires 5+ years of luxury Front Office leadership, strong emotional intelligence, and a track record of building engaged teams. Flexibility to work evenings, weekends, and holidays is required to sustain high-touch service.