Director of Front Office

About the role

Delano Miami Beach, a luxury lifestyle hotel with 171 rooms, is looking for a Director of Front Office. Reporting to the Director of Rooms, the role oversees the daily operations of the Front Office, Bell Stand and Concierge departments, ensuring seamless guest experiences and brand standards. The position is based in Miami Beach.

Key responsibilities

• Lead and manage the front office departments to deliver outstanding guest service and smooth day-to-day operations.
• Maintain the highest level of guest service and ensure consistency with Delano brand standards.
• Oversee scheduling, training and performance management of front office staff.
• Collaborate with other departments to coordinate guest services and resolve problems efficiently.
• Analyze front office metrics and support revenue management strategies.
• Monitor guest feedback and implement service improvement strategies.
• Ensure compliance with health, safety and hotel policies and procedures.
• Drive team engagement and development through regular training and coaching, and mentor staff in teamwork.
• Ensure all necessary reports and forms are completed daily.

Required profile

• High school diploma or equivalent; bachelor's degree preferred.
• At least 5 years in a leadership role, preferably in an upscale or luxury lifestyle brand hotel.
• Ability to stand or walk a minimum eight-hour shift, and to handle physical demands such as pushing 20 lbs and climbing stairs.
• Observant, quick to respond and able to multitask under pressure.
• Neat, clean and well-groomed appearance; uniform guidelines provided by the supervisor.

Required skills

• Solid knowledge of hotel operations (Front Desk, Concierge, Bell, Guest Services) and front desk protocol, including experience with high-profile guests.
• Property management systems such as Opera and SynXis.
• Strong verbal and written communication in English; additional languages preferred.
• Knowledge of federal, state and local employment, safety and wage laws.