Director of Front Office

Proper Hospitality is seeking an experienced Director of Front Office to join the team at The Shelborne by Proper, a renowned hotel re-opening and debuting in our portfolio in early 2025.

Our property will introduce four vibrant new food & beverage destinations to the neighborhood, each suited for warm weather dining, with an all-day signature restaurant, a lobby bar-lounge, and curated cafe. Resort amenities will include a spacious pool and lush garden lounge, indoor-outdoor cabanas, sundeck terrace, state-of-the-art fitness center, dedicated access to a private beach club, and more than 15,000 square feet of indoor-outdoor meeting & event space.

The Director of Front Office ensures the seamless operation of the front office, including reception, concierge, reservations and guest services, while upholding the highest standards of personalized hospitality. The ideal candidate will inspire their team to create memorable guest experiences and contribute to the overall success of the hotel.

Key Responsibilities:

Leadership & Team Management

• Recruit, train, and mentor front office staff to deliver exceptional service aligned with The Shelborne’s luxury standards
• Set performance goals, conduct regular evaluations and foster a positive team culture
• Act as a role model in delivering outstanding guest service, ensuring that all team members embody The Shelborne’s values and ethos

Guest Experience

• Oversee the guest arrival and departure process to ensure a warm, efficient and personalized experience
• Resolve guest complaints and challenges promptly and professionally, going above and beyond to ensure satisfaction
• Develop and implement initiatives to enhance the guest experience and elevate brand loyalty

Operational Excellence

• Manage daily front office operations, including scheduling, payroll and adherence to budgets
• Ensure compliance with health, safety and hotel policies and procedures
• Collaborate with other departments (housekeeping, sales, F&B) to deliver a seamless guest experience

Revenue Management

• Partner with the revenue management and reservations teams to optimize room occupancy and revenue
• Implement upselling strategies and training for front office staff

Technology & Reporting

• Oversee the use and maintenance of property management systems (PMS) and other front office technology
• Monitor and analyze performance metrics, including guest satisfaction scores, to drive continuous improvement

Qualifications:

Education & Experience

• Bachelor’s degree in Hospitality Management, Business Administration, or a related field preferred
• Minimum of 5 years of front office management experience in a boutique or luxury hotel environment

Skills & Competencies

• Exceptional leadership and interpersonal skills, with the ability to motivate and engage a diverse team
• Proficiency in hotel property management systems (e.g., Opera, Micros-Fidelio)
• Strong problem-solving and decision-making abilities, with a guest-first mindset
• Excellent communication skills, both written and verbal
• A polished and professional appearance, reflective of The Shelborne’s luxury standards

Company Overview

Proper Hospitality is made up of a diverse group of passionate individuals who share a common love for hotels and the art of hospitality. Our philosophy is simple: There is a right way to do things and anything less just isn’t proper. We are seeking out the “best of the best” from inside and outside of the industry to work alongside us as we grow a new kind of lifestyle Hospitality Company inspired by a centuries-old tradition. The work is challenging and fast-paced, but rewarding above all.

We provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other federal/state protected category.

Proper Hospitality will consider qualified applicants with criminal histories in a manner consistent with local Fair Chance Hiring Ordinances.