Director of Front Office

The Director of Front Office oversees all Front Office departments including the Front Desk, PBX, Concierge Guest Services and Skier Services. Ensures guest satisfaction within all facets of the Front Office operation. Resolves guest concerns in a professional and efficient manner. Incumbents for this role must understand that this is an evolving senior leadership position within the property and must be able to adapt to any situation as well as consistently provide feedback and generate ideas to improve guest and team member engagement. The Director of Front Office must understand the difference between a leader and a manager then be or become the former.  Additionally, the person must possess and adhere to the following core company values:IntegrityPassionWork EthicEssential Duties and ResponsibilitiesOversee Front Office Operations by managing guest services, reservations, concierge, front desk staff and skier services to ensure seamless daily operations.Enhance Guest Experience by implementing strategies to improve guest satisfaction, resolve guest concerns, and maintain high service standards.Staff Leadership and Training by recruiting, training, and mentoring team members, fostering a positive and efficient work environment.Financial and Revenue Management by monitoring budgets, optimize room occupancy, and collaborate with sales teams to maximize revenue.Ensure Compliance and Safety by upholding Westgate / CFI policies, Forbes standards, security protocols, and Time Share industry regulations and maintain a safe and professional environment.Coordinate with other departments such as Housekeeping, Food and Beverage, Engineering, and Time Share Sales to ensure smooth guest experiences.Oversee Front Office software, booking systems, digital check-in processes, team member timecards, and purchase orders for operational efficiency.Track key performance indicators, analyze guest feedback, and implement improvements based on data insights.Monitors Medallia, TripAdvisor, and other social platforms consistently, addressing guest concerns promptly.Acts as Manager-On-Duty in the absence of the Director of Operations or General Manager.Lead by example by working along-side and supporting team member with their duties.