What are the responsibilities and job description for the Director of Front Office position at LR Palm House LLC?

Job Description

Welcome to Palm House, where modern luxury meets timeless elegance in the heart of Palm Beach. Located on the prestigious Royal Palm Way, just a short stroll from the pristine beaches, iconic Worth Avenue, and the Royal, Palm House is set to become a new symbol of refined hospitality on this storied island. Our 79-room property is not just a hotel; it’s a destination—a place where the charm of Palm Beach’s rich history blends seamlessly with a fresh, contemporary vision of luxury living.

At Palm House, we are dedicated to crafting bespoke experiences that reflect the unique desires of each guest. From the moment guests step into our vibrant Palm Bar, adorned with exquisite Murano glass chandeliers, to relaxing by our serene Sunset Pool Deck or unwinding in our expansive, elegantly designed suites, every detail is thoughtfully curated to create an atmosphere of relaxed exclusivity and personalized service. Our mission is to honour the enduring allure of Palm Beach while establishing new traditions for the next generation of discerning travellers.

As we prepare to open our doors, we are building a team of passionate, innovative, and service-oriented professionals who are excited to be part of something extraordinary.

Whether you’re a seasoned hospitality expert or looking to start your career in a luxury yet unstuffy environment, we offer a dynamic environment where your talents will be recognized, and your contributions will help shape the future of luxury hospitality in the Island,

Explore our career opportunities and join us in our mission to set a new standard of excellence in Palm Beach. At Palm House, you’ll not only be part of a team—you’ll be part of a legacy.

Job Overview

The Director of Front Office will oversee the daily operations of the front office department, including the front desk, concierge, and guest services. This role requires a strategic leader with exceptional customer service skills, the ability to manage and develop a team, and a strong focus on operational excellence.

Key Responsibilities :

Leadership and Management :

Lead, motivate, and manage front office staff, including front desk agents, and concierge agents.

Conduct regular training and performance evaluations to ensure high standards of service and productivity.

Develop and implement departmental policies and procedures to enhance guest satisfaction and operational efficiency.

Guest Experience :

Ensure the highest level of guest satisfaction by addressing and resolving guest concerns and complaints promptly and professionally.

Monitor guest feedback and make improvements based on guest surveys and reviews.

Create and implement strategies to enhance the overall guest experience and ensure a seamless check-in / check-out process.

Operational Oversight :

Oversee daily front office operations, including managing room assignments, reservations, and guest arrivals and departures.

Monitor and manage room inventory, rates, and availability to maximize occupancy and revenue.

Coordinate with housekeeping, maintenance, and other departments to ensure smooth operations and timely resolution of guest issues.

Financial Management :

Develop and manage the front office budget, including staffing, supplies, and operational expenses.

Analyze financial reports and key performance indicators to identify trends and areas for improvement.

Implement strategies to drive revenue and control costs while maintaining high service standards.

Collaboration and Communication :

Work closely with other departments, including sales and marketing, to ensure alignment with overall business objectives.

Foster a positive and collaborative work environment that encourages teamwork and open communication.

Act as a liaison between guests and management, ensuring all guest needs are met and expectations are exceeded.

Qualifications :

Bachelor’s degree in Hospitality Management, Business Administration, or a related field (preferred).

Minimum of 6 years of experience in a front office or guest services management role, with at least 2 years in a supervisory or managerial capacity.

Specific Job Knowledge, Skills and Ability

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that they can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities :

Proven leadership skills with the ability to inspire and develop a team.

Strong understanding of front office operations, guest service standards, and revenue management.

Excellent communication, interpersonal, and problem-solving skills.

Proficiency in front office software (Opera Cloud) and Microsoft Office Suite.

Ability to work flexible hours, including weekends and holidays as needed.

Excellent problem-solving and conflict resolution skills.

Ability to manage multiple priorities and meet deadlines.

Strong organizational and project management skills.

Licenses or Certificates

Ability to obtain any government required licenses or certificates.

Grooming

All employees must maintain a neat, clean and well-groomed appearance (Specific standards are available).

Palm House, is our first property in US under the Iconic Luxury Hotels Collection, part of L R Hotels.

L&R Hotels is a family-owned business, headquartered in London, and our multi-cultural, global business manages a 23,000 room portfolio that spans the UK, Continental Europe, the US and the Caribbean. It is exceptionally diverse – from select service hotels to award-winning five-star assets and spectacular leisure resorts in the world’s most exclusive locations.

We are a dynamic, highly motivated global private investment company, creating lasting value for investors and communities. Our approach is innovative, commercial and entrepreneurial.

L R Hotels invests where there is true potential, constantly developing our portfolio and guided by our long-term vision.

We are committed owners and build on the strengths of our properties and people, equally valuing our employees, guests, and partners.

Iconic Luxury hotels, is a collection of distinct properties, in either Iconic Buildings, Iconic addresses or Iconic Destinations, and while each property has its own distinct architecture, cultural positioning, character, traditions and stories, they all share a common commitment to delivering outstanding experiences.

The current portfolio includes some of the world’s most famous hotels, from Cliveden House, one of England’s finest country estates, to Italy’s Hotel Excelsior, home of the Venice International Film Festival.

Other UK hotels include Chewton Glen, an English estate on the South Coast; The Lygon Arms, a 14th-century Coaching Inn in the Cotswold’s; 11 Cadogan Gardens in Chelsea, one of London’s most prestigious residential neighborhoods; The Mayfair Townhouse, which sits in the heart of the exclusive Mayfair district, and The Chelsea Townhouse, which opened in September 2023 just over the road from 11 Cadogan Gardens.

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