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:

• Integrity
• Passion
• Work Ethic

Essential Duties and Responsibilities

• Oversee 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 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.

Qualifications :

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

• Bachelors degree in Hospitality Management Business Administration or a related field preferred or equivalent work experience

Experience

• Minimum of 7 years of management experience with at least 2 years in a hospitality environment
• Proven success leading large diverse teams in a fast-paced service-driven environment
• Demonstrated experience in guest service front office operations and interdepartmental coordination
• Experience managing budgets revenue optimization and guest satisfaction strategies

Skills and Knowledge

• Passion for hospitality and delivering exceptional guest experiences
• Strong leadership abilities with a focus on mentoring team development and employee engagement
• Excellent verbal and written communication skills to interact effectively with guests staff and cross-functional teams
• Highly detail-oriented with a commitment to upholding high service standards
• Proficiency in front office systems booking platforms and hotel software (including digital check-in and timekeeping systems)
• Bilingual in English and Spanish highly preferred
• Ability to work a flexible schedule including weekends holidays and varied shifts as needed
• Must pass a background check and drug screening and provide documentation of eligibility to work in the United States
• Westgate Resorts maintains a smoke- and tobacco-free workplace; applicants who use tobacco products will not be considered except where prohibited by law

Additional Information :

Why Westgate

• Discounted Ski pass benefit (while supplies last).
• FREE Ski & Snowboard and Mountain Bike equipment Rentals.
• FREE garage parking.
• Exclusive discounts for Team Member (i.e. hotels resorts restaurants entertainment etc.).
• $2.00 in meals in Team Member Breakroom.
• Comprehensive health benefits medical dental and vision.
• Paid Time Off (PTO) vacation sick and personal.
• Paid Holidays.
• 401K with generous company match.
• Get access to your pay as you need it with our Daily Pay benefit.
• Wellness Programs.
• Tuition Assistance.
• Employee Assistance Program (EAP).
• Advancement & development opportunities.
• Community Involvement Programs.

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin protected veteran status disability status or any other protected status under federal state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process please email with the job title and the location of the position for which you are applying.