Assistant Director of Front Office

Job Overview

We are seeking a seasoned hospitality professional for an Assistant Director of Front Office for Cliff House. This leadership role supports the Director of Front Office by overseeing daily operations, ensuring guest satisfaction, and managing front office functions, including guest registration, check-in/check-out, PBX services, concierge, and bell services. In addition, the Assistant Director of the Front Office assists and is a key role with new-hire, on-going training and recruitment. At Cliff House, we transform moments into memories through engaging, sincere, and personalized service. As the Assistant Director of Front Office, you will lead, train, and recognize your team while fostering a culture of hospitality, professionalism, and guest-centric service.

Essential Functions:

Leadership & Operations

- Assist in all front office operations, ensuring seamless guest experiences and adherence to service standards.

- Lead, mentor, and train front office team members, fostering a culture of teamwork, excellence, and accountability.

- Monitor special reservations, oversee VIP and group arrivals, administer amenity orders, and resumes for incoming guests.

Guest Service & Experience

- Consistently provide professional, friendly, and engaging service while anticipating guest needs and resolving concerns with discretion and sound judgment, and ensure satisfaction.

- Maintains complete knowledge at all times of:

- All hotel features, services and hours of operation.

- All room types, numbers, layout, decor, appointments and locations.

- All room rates, special packages and promotions.

- Daily house counts and expected arrivals and departures.

- Resolves guest concerns and implements resolutions by using discretion and judgment.

- Monitors staff interaction with guests, ensuring prompt and courteous service; resolves discrepancies with respective personnel.

Team Management & Training

- Manage the performance, productivity, and development of all front office leaders and associates.

- Conduct and fulfill training role with onboarding, ongoing training and support for desk agents, PBX, and supervisors.

- Ensure proper staffing and scheduling within productivity and financial guidelines.

- Work with Leaders and employees to carry out procedures ensuring an efficient Arrival and Departure process with Cliff House standards

Communication & Administration

- Communicate key operational updates via pre-shift, logs, emails, and departmental meetings.

- Oversee daily business levels, anticipate critical situations, and assist in planning solutions.

- Act as a liaison between front office and other resort departments, ensuring smooth communication and collaboration.

- Work closely with housekeeping, reservations, and food & beverage teams to enhance guest experiences.

- Assist in developing SOPs and training materials to improve service consistency and operational effectiveness.

- Follow all safety policies and ensure compliance with Cliff House reporting requirements for guest/employee incidents.

- Follow department policies, procedures, and service standards.

Qualification:

- Passion for luxury hospitality and guest service excellence.

- Strong leadership, communication, and problem-solving skills.

- Highly organized, results-oriented, and adaptable under pressure including the ability to handle a multitude of tasks and Guest requests

- Excellent written and verbal communication, interpersonal and leadership skills

- Strong guest service orientation and training skills background required

- Ability to work independently and prioritize responsibilities

- Degree in Hospitality Management preferred.

- Experience with Opera, Alice, Zingle, SpaSoft, OpenTable, Toast is a plus. 

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.