Director of Front Office
| Company | Westgate Resorts |
|---|---|
| Location | Park City, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred – or equivalent work 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
- 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)
- 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
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.
Preferred Qualifications
- Bilingual in English and Spanish highly preferred
- Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred – or equivalent work experience