Director of Front Office

About the Role

Boar's Head Resort is seeking a polished, highly service-driven Director of Front Office to lead one of the most important guest-facing divisions of the resort. This is a pivotal leadership role for a hospitality professional who understands that the front office is not simply an operational function, but the heartbeat of the guest experience. The Director of Front Office will be responsible for shaping the arrival, stay, and departure experience with a level of precision, warmth, and personalization consistent with luxury resort standards. This leader will oversee all front office operations, develop and mentor a high-performing team, and ensure that every guest interaction reflects professionalism, anticipation of needs, and genuine care.

Responsibilities

• Shape the arrival, stay, and departure experience with precision, warmth, and personalization consistent with luxury resort standards
• Oversee all front office operations
• Develop and mentor a high-performing team
• Ensure every guest interaction reflects professionalism, anticipation of needs, and genuine care
• Lead daily operations
• Engage VIP and discerning guests
• Coach service behaviors and drive accountability across the department

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

About the Ideal Candidate

The ideal candidate is an experienced luxury hospitality leader with strong emotional intelligence, visible leadership presence, and a track record of building engaged teams and delivering exceptional service in a Forbes Travel Guide and or AAA Four/Five Diamond environment. This individual must be equally comfortable leading daily operations, engaging VIP and discerning guests, coaching service behaviors, and driving accountability across the department. This is an opportunity for a leader who takes pride in service excellence, team development, and operational discipline, and who wants to make a direct and lasting impact on the resort guest experience.