Director of Front Office

About the role

The Vineta Hotel - situated in the heart of Palm Beach, in homage to an illustrious history dating back 100 years, is reopening as a landmark hotel. This property is the first in the US to join the Oetker Hotels portfolio, combining stylish décor with contemporary comfort and the city's most coveted social setting.

Responsibilities

• Oversee all aspects of guest services, including front desk, concierge, bell services, door attendant, guest relations, reservations operations, PBX, IRD order takers, and transportation, ensuring flawless execution of service.
• Cultivate a culture of excellence, training and mentoring the guest services team to consistently deliver ultra-luxury hospitality.
• Develop and implement personalized guest service strategies to enhance loyalty and total guest satisfaction.
• Act as the primary liaison for VIP guests, ensuring their experience is seamless, private, and exceeds expectations.
• Maintain compliance with all hotel policies, confidentiality, safety regulations, and luxury service protocols.
• Recruit, train, and mentor a high performing guest services team dedicated to excellence.
• Establish performance goals, conduct evaluations, and provide ongoing coaching to enhance service standards.
• Foster a positive, service-oriented culture that aligns with the hotel’s vision of ultra luxury hospitality.
• Develop and manage hotelier’s schedules to ensure adequate coverage during peak periods, including evenings, weekends, and holidays.
• Review payroll to ensure it is in line with the budgeted hours, documenting and submitting it in a timely and accurate manner.
• Follow cash handling and auditing procedures as outlined by the finance department.
• Respond to guest feedback and resolve any issues or complaints in a professional, calm, and solution-oriented manner, and keep management informed of any issues, concerns or requests that require immediate attention and follow-up.
• Maintain a thorough knowledge of the hotel’s services, facilities, and amenities to offer recommendations to guests.
• Ensure that personal appearance and hygiene standards are an example for the team and reflect a professional image for our guests.

Requirements

• Minimum 5 years of proven experience in a guest service leadership role within luxury hospitality.
• College degree in Hospitality Management preferred or equivalent experience.
• Fluent in English; other languages considered an asset.
• Proficiency in Microsoft Office and hotel management systems (PMS, CRM, POS, Opera), and a deep understanding of guest service operations.

Qualifications

• Full-Time Position
• Flexibility to work evening, weekends, and holidays as required in a luxury hospitality environment.
• Prolonged periods of standing or sitting at a desk and working on a computer.
• Must be able to reach, bend, balance and transport various objects weighing up to 15 lbs.

Skills

• Exceptional interpersonal and communication skills.
• Strong organizational and multitasking abilities.
• Ability to handle multiple priorities and deadlines.
• Proven ability to lead and motivate a team.
• Knowledge of hotel operations and customer service best practices.

Benefits

• Competitive Salary
• Employer paid health benefits package
• 401(k) plan matching program
• Comprehensive overall compensation package (PTO, holidays)
• Excellent Training and Development opportunities with Oetker Hotels
• Complimentary Hotelier Meals
• Complimentary Dry Cleaning

Pay

Competitive Salary

Schedule

Full-Time Position

Department

Rooms

Role

Front Office

Locations

The Vineta Hotel

Contract type

Permanent (CDI)

About Oetker Hotels

Oetker Hotels are true masterpieces located in the world’s most desirable destinations. Each property is a landmark and a timeless icon of elegance. With deep devotion to local culture and community, our Hosts of Choice preserve a tradition of legendary European hospitality and genuine family spirit that began in 1872.

The collection includes Le Bristol Paris, Brenners Park-Hotel & Spa in Baden-Baden, Hôtel du Cap-Eden-Roc in Antibes, Château Saint-Martin & Spa in Vence, The Lanesborough in London, L’Apogée Courchevel, Eden Rock-St Barths, Jumby Bay Island in Antigua, Palácio Tangará in São Paulo, Hotel La Palma in Capri, The Vineta Hotel in Palm Beach, and more than 150 private villas around the globe. In 2027, a new masterpiece will be opening in Saint-Tropez.