Director of Front Office

Duties

• Lead all Front Office operations, including Front Desk, Night Audit, Concierge, Bell Services, Valet, and Ski Valet, ensuring exceptional service and operational excellence.
• Recruit, hire, train, coach, and develop a high-performing team while fostering a culture of hospitality, accountability, and engagement.
• Oversee daily operations, staffing, scheduling, labor management, payroll, and departmental performance to maximize efficiency and profitability.
• Deliver exceptional experiences for homeowners, guests, and visitors by maintaining luxury service standards and resolving concerns with professionalism and care.
• Collaborate with Housekeeping, Engineering, Sales & Marketing and other departments to ensure seamless operations and a personalized guest experience.
• Monitor performance, implement process improvements, and ensure compliance with company policies, procedures, and service standards.
• Provide visible leadership as a key member of the resort team, supporting strategic initiatives and serving as Manager-on-Duty as assigned.

Requirements

• Exceptional interpersonal skills, a service-oriented mindset, and the ability to remain calm, adaptable, and solutions-focused while leading a team through daily challenges and opportunities.
• 3–5+ years of progressive Front Office leadership experience in luxury hospitality, with a strong understanding of Front Desk, Concierge, Bell/Valet, Ski Valet, and Night Audit operations.
• Experience hiring, training, coaching, and developing teams, along with strong knowledge of property management systems and Microsoft Office applications.
• Excellent written and verbal communication skills are essential. Bilingual English/Spanish skills are preferred, but not required.

Benefits

• 401(k) Plan with discretionary employer match
• Generous Paid Time Off and Paid Sick Time
• Employee Assistance Program
• Discounted gym membership at The Athletic Club Westin
• Corporate discounts through Perk Spot
• Sabbatical Program
• $500 Referral Program