Director of Front Office – Luxury Hotel

About the role

The Director of Front Office leads all operational aspects of the Front Office department at a five‑star luxury hotel, ensuring a seamless guest experience that meets Forbes Travel Guide standards. Reporting to the Director of Operations, this role oversees Front Desk, Concierge, Personal Concierge and Personal Assistant services.

Key responsibilities

• Oversee day‑to‑day Front Office operations, including front desk, concierge, valet, traffic movement and guest journey management.
• Manage Front Office systems such as OnQ, ensuring accurate check‑in/check‑out, reporting and KPI monitoring.
• Supervise Synergy and Kipsu platforms, maintaining compliance with brand and company standards.
• Control all financial and transactional activities, adhering to internal controls and audit requirements.
• Coordinate room allocations, guest preferences and arrival timings to maximise satisfaction.
• Collaborate closely with Housekeeping and other departments for smooth arrivals, departures and room readiness.
• Drive performance against targets, including Hilton Honors enrolments, upselling and guest engagement metrics.
• Maintain consistent communication between team members and leadership to support operational alignment.

Required profile

• Proven leadership experience in a luxury hotel Front Office environment.
• Familiarity with Forbes Travel Guide Five‑Star standards.
• Ability to inspire, motivate and recognise high‑performing team members.
• Strong focus on delivering refined, personalised and memorable guest services.

Required skills

• OnQ Front Office system.
• Synergy platform.
• Kipsu communication platform.