Director of Front Office

Job Description

The Director of Front Office plays a pivotal role in shaping both the guest and team member experience, serving as the first impression and lasting connection to the property. This role is responsible for leading all front office operations, ensuring a seamless and personalized guest journey from pre-arrival through departure and follow-up. By aligning closely with the Hotel Manager and other guest service leaders, the Director of Front Office contributes to operational excellence, guest satisfaction, and overall financial performance.

Essential Duties

• 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, Director of F&B, Director of Housekeeping and other departments to optimize daily operations and guest satisfaction
• Utilize communication tools and systems to execute timely, thoughtful, and tailored guest interactions
• 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
• Manage daily front office operations, including arrivals, departures, Notable Guest handling, and special requests
• Maintain strong communication with Housekeeping, Engineering, and other departments to ensure room readiness and service standards
• Monitor and enforce compliance with brand standards, policies, and procedures
• Support recruitment, onboarding, and training of new front office team members
• Champion employee engagement initiatives and recognition programs

Qualifications

• 2-4 years of experience as a Front Office leader within a luxury hotel environment strongly preferred
• Demonstrated ability to communicate effectively, providing clear, concise, and professional direction required
• Strong passion for delivering exceptional guest service and creating memorable experiences required
• Proficiency with multiple computer systems and a solid understanding of hotel operations and best practices strongly preferred
• Proven leadership skills with the ability to motivate, coach, and develop team members required
• Strong organizational and problem-solving abilities, with attention to detail required
• Ability to work flexible schedules, including evenings, weekends, and holidays based on business demand

Additional Information

About Auberge Collection
Auberge Collection is a portfolio of extraordinary hotels, resorts, residences and private clubs. While each property is unique, all share a crafted approach to luxury and bring the soul of the locale to life through captivating design, exceptional cuisine, innovative wellbeing, and gracious yet unobtrusive service. With 30 one-of-a-kind hotels, resorts, and residences, Auberge invites guests to create unforgettable stories in some of the world’s most desirable destinations.

For more information: auberge.com

Connect with Auberge Collection on Instagram, TikTok, Facebook, and LinkedIn @Auberge and #AlwaysAuberge

About Friedkin
Friedkin is a privately held family of global brands spanning automotive, entertainment, hospitality, investments, and sports.

Founded in 1969 and headquartered in Houston, Texas, the company is led by Chief Executive Dan Friedkin, and united by a mission to build breakthrough brands that redefine the status quo.

The Friedkin portfolio includes Gulf States Toyota, 30WEST, Accelerated Solutions Group, AS Roma, Ascent Automotive Group, Auberge Collection, Congaree, Copilot Capital, Diamond Creek, Everton Football Club, GSFSGroup, Imperative Entertainment, Legendary Expeditions, NEON, Northside Lexus, Pursuit Sports, The Friedkin Group International, USAL and Westside Lexus.

For more information, please visit www.friedkin.com

The Knox Hotel Employer LLC is an Equal Opportunity Employer, M/F/D/V. The Knox Hotel Employer LLC provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, The Knox Hotel Employer LLC complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training