Job Description

The  Director of Front Office  is a key leadership position responsible for managing and elevating the guest experience through seamless coordination of the Front Desk, Guest Services, Guest Response Center and Bell Services operations. This role ensures an attentive, courteous, and efficient arrival-to-departure process for all guests, while also driving departmental performance, financial success, and team development. 

As part of the Rooms Division leadership team, the Director of Front Office will collaborate closely with the Director of Rooms, Resort Manager, and other department heads to deliver memorable guest experiences, uphold brand standards, and implement strategic initiatives. This position plays a critical role in training, operational oversight, and continual service improvement while actively supporting the resort’s long-term vision. 

Essential Functions & Responsibilities (including but not limited to)

Leadership & Team Management

• Lead, mentor, and develop a high-performing Front Office team, fostering a culture of accountability, service excellence, and teamwork. 
• Responsible for recruiting, hiring, onboarding, training, performance management, and succession planning for all Front Office team members. 
• Conduct regular team meetings, daily briefings, one-on-ones, and annual performance evaluations. 
• Ensure all team members are trained in service standards, property protocols, emergency procedures, and resort systems. 

Operational Oversight

• Oversee day-to-day operations of the Front Desk, Concierge, Bell Staff, and Guest Services functions. 
• Ensure guest arrival, room assignment, check-in/check-out processes, and billing operations are executed accurately and efficiently. 
• Monitor daily reports (e.g., arrivals, departures, VIPs, special requests) and coordinate with Housekeeping, Reservations, and Engineering to meet guest needs. 
• Ensure accurate handling of financial transactions, deposits, adjustments, and cash reconciliation procedures. 
• Maintain daily shift logs and ensure proper documentation for all operational activities. 

Guest Experience & Service Recovery

• Serve as the primary point of contact for guest issues, complaints, and feedback, responding promptly and empathetically while ensuring successful resolution. 
• Actively engage with guests throughout their stay to anticipate needs, identify service opportunities, and exceed expectations.
• Oversee all VIP and special occasion stays, ensuring personal attention and coordinated touchpoints across departments. 
• Monitor service metrics (Zingle, Medallia, direct feedback) and implement continuous improvements based on insights. 

Strategic & Financial Leadership

• Collaborate with the Director of Rooms and Resort Manager on forecasting, budgeting, and P&L analysis for the department. 
• Analyze labor productivity and staffing levels in relation to occupancy and forecast, ensuring effective scheduling and resource optimization. 
• Identify and implement operational efficiencies and service innovations to enhance guest satisfaction and revenue generation. 
• Monitor and control department expenses, including labor, supplies, and equipment maintenance. 

Technology & Systems Management

• Ensure proficiency and accuracy in all Front Office systems including SMS HOST, HotSOS, iHotelier, Safelok, Zingle, and Medallia. 
• Generate and analyze performance, occupancy, revenue, and labor reports to support strategic decision-making. 
• Maintain accurate and up-to-date departmental SOPs, training materials, and policy documentation.

Manager on Duty (MOD) Responsibilities

• Serve as MOD as scheduled, acting as the senior leader on-site to support operational needs, resolve guest concerns, and ensure smooth cross-departmental coordination. 
• Assist in emergency response situations, including evacuations, guest safety concerns, and incident reporting in collaboration with Security and Engineering teams. 
• Enforce resort safety protocols and provide guidance to staff and guests in critical situations. 

Managerial & Administrative Responsibilities

• Administer employee relations and disciplinary actions fairly and consistently, in alignment with company policies and procedures. 
• Conduct onboarding, orientation, and continuing education for all Front Office associates. 
• Lead the development and ongoing revision of SOPs, department workflows, and guest service playbooks. 

Education & Experience Requirements

• High School diploma or GED required; associate or bachelor’s degree in hospitality, Business Administration, or a related field strongly preferred. 
• Minimum of 5 years in a hotel Front Office leadership role, preferably within a resort or luxury property. 
• Minimum of 3 years’ experience managing a team, including hiring, coaching, scheduling, and performance reviews. 

Technical & Communication Skills

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). 
• Proficiency in SMS HOST, HotSOS, Safelok, Zingle, iHotelier, and related property management systems preferred. 
• Strong written and verbal communication skills; fluency in English required; bilingual (Spanish or Creole) is a plus. 
• Ability to communicate complex information clearly and effectively with guests, peers, and senior leadership. 

Physical & Working Conditions

• Must be able to work in a high-energy, fast-paced environment with fluctuating demands. 
• Must be able to stand, walk, and remain mobile for extended periods. 
• Must be able to lift up to 40 pounds and respond to physical demands of the job. 
• Must be comfortable working indoors and outdoors, including exposure to heat, humidity, or inclement weather. 
• Managers are expected to maintain flexible availability, including evenings, weekends, and holidays, to accommodate business needs, which will include working over 40 hours per week and responding to emergencies or unplanned operational needs after hours.

Our Property:

Captiva Island has been the destination of choice for generations of families. South Seas, for many, is where the destination has come to life. The 330-acre retreat and wildlife nature preserve on the Florida Gulf Coast offers elevated coastal experiences and world-class amenities designed to appeal to a multitude of guests. Join this passionate and hardworking team and enjoy working in paradise.

Our Company:

Timbers Company is a developer and operator of exceptional boutique hotels, residence clubs and resort communities located in some of the most sought-after destinations in the world. We are passionate about creating remarkable experiences with world-class hospitality while exposing our Owners and guests to the humble authenticity of every location that we call home.

Our Core Values:

We are in the business of creating an authentic sense of place for families to return to time and time again while committing ourselves to creating memorable and fun experiencers through passionate, attentive service. This mantra is reflected in everything we do and every interaction we have whether it be in hospitality operations management, asset management, development, or sales & marketing. Our values define who we are.

• Be Authentic
• Practice Humility
• Cultivate Teamwork
• Value Time
• Be Trustworthy

We offer a very competitive salary and generous benefits including:

• Low-cost Medical, Dental, Vision Plans
• Paid Life Insurance
• Short- and Long-Term Disability
• Paid Time Off & Holidays
• 401(k) with 100% match up to 4 percent
• Commuter and Company-paid Toll Programs

Our company (“Company”) fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits related to employment based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by federal, state or local law. 

In compliance with the Americans with Disabilities Act (ADA) and applicable federal, state and/or local laws, it is our policy to provide reasonable accommodation upon request during the application process to applicants in order that they may be given a full and fair opportunity to be considered for employment. As an Equal Opportunity Employer, we intend to comply fully with applicable federal, state and/or local employment laws and the information requested on this application will only be used for purposes consistent with those laws. To the extent required by applicable law, The Company maintains a drug- free workplace.

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