Timbers Company
Overview
The Director of Front Office is a key leadership position responsible for managing and elevating the guest experience through coordination of the Front Desk, Guest Services, Guest Response Center and Bell Services operations. This role drives departmental performance, financial success, and team development while ensuring an attentive, courteous arrival-to-departure process. Responsibilities
Lead, mentor, and develop a high-performing Front Office team, fostering a culture of accountability, service excellence, and teamwork. Recruit, hire, onboard, train, manage performance, and plan succession 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. 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 accurate and efficient. 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 proper documentation for all operational activities. Act as the primary point of contact for guest issues, complaints, and feedback, ensuring prompt and empathetic resolution. Engage with guests throughout their stay to anticipate needs, identify service opportunities, and exceed expectations. Oversee VIP and special occasion stays with coordinated touchpoints across departments. Monitor service metrics and implement continuous improvements based on insights. Collaborate on forecasting, budgeting, and P&L analysis for the department; analyze labor productivity and staffing relative to occupancy and forecast. 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. Ensure proficiency in Front Office systems (e.g., SMS HOST, HotSOS, iHotelier, Safelok, Zingle, Medallia) and generate relevant performance reports. Maintain up-to-date SOPs, training materials, and policy documentation. Serve as Manager on Duty (MOD) as scheduled, support operational needs, resolve guest concerns, and coordinate across departments. Assist in emergency response situations and ensure adherence to safety protocols. Administer employee relations and disciplinary actions in alignment with company policies; conduct onboarding, orientation, and ongoing education for Front Office staff. Education & Experience
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 Front Office systems such as SMS HOST, HotSOS, Safelok, Zingle, iHotelier, and related property management systems. Strong written and verbal communication skills; fluency in English required; bilingual (Spanish or Creole) is a plus. Ability to communicate complex information clearly 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; this may include working over 40 hours per week and responding to emergencies after hours. Our Property
Captiva Island offers a destination experience with a 330-acre retreat and wildlife nature preserve on the Florida Gulf Coast, featuring elevated coastal experiences and world-class amenities. Our Company
Timbers Company is a developer and operator of boutique hotels, residence clubs, and resort communities in premier destinations, focused on creating remarkable experiences with hospitality and authentic local character. Our Core Values
Be Authentic Practice Humility Cultivate Teamwork Value Time Be Trustworthy Benefits
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 Daily Meal Program Our company fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by law. We comply with the ADA and provide reasonable accommodations upon request during the application process. This is an Equal Opportunity Employer and a drug-free workplace.
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The Director of Front Office is a key leadership position responsible for managing and elevating the guest experience through coordination of the Front Desk, Guest Services, Guest Response Center and Bell Services operations. This role drives departmental performance, financial success, and team development while ensuring an attentive, courteous arrival-to-departure process. Responsibilities
Lead, mentor, and develop a high-performing Front Office team, fostering a culture of accountability, service excellence, and teamwork. Recruit, hire, onboard, train, manage performance, and plan succession 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. 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 accurate and efficient. 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 proper documentation for all operational activities. Act as the primary point of contact for guest issues, complaints, and feedback, ensuring prompt and empathetic resolution. Engage with guests throughout their stay to anticipate needs, identify service opportunities, and exceed expectations. Oversee VIP and special occasion stays with coordinated touchpoints across departments. Monitor service metrics and implement continuous improvements based on insights. Collaborate on forecasting, budgeting, and P&L analysis for the department; analyze labor productivity and staffing relative to occupancy and forecast. 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. Ensure proficiency in Front Office systems (e.g., SMS HOST, HotSOS, iHotelier, Safelok, Zingle, Medallia) and generate relevant performance reports. Maintain up-to-date SOPs, training materials, and policy documentation. Serve as Manager on Duty (MOD) as scheduled, support operational needs, resolve guest concerns, and coordinate across departments. Assist in emergency response situations and ensure adherence to safety protocols. Administer employee relations and disciplinary actions in alignment with company policies; conduct onboarding, orientation, and ongoing education for Front Office staff. Education & Experience
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 Front Office systems such as SMS HOST, HotSOS, Safelok, Zingle, iHotelier, and related property management systems. Strong written and verbal communication skills; fluency in English required; bilingual (Spanish or Creole) is a plus. Ability to communicate complex information clearly 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; this may include working over 40 hours per week and responding to emergencies after hours. Our Property
Captiva Island offers a destination experience with a 330-acre retreat and wildlife nature preserve on the Florida Gulf Coast, featuring elevated coastal experiences and world-class amenities. Our Company
Timbers Company is a developer and operator of boutique hotels, residence clubs, and resort communities in premier destinations, focused on creating remarkable experiences with hospitality and authentic local character. Our Core Values
Be Authentic Practice Humility Cultivate Teamwork Value Time Be Trustworthy Benefits
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 Daily Meal Program Our company fully subscribes to the principles of Equal Employment Opportunity. It is our policy to provide employment, compensation, and other benefits based on qualifications, without regard to race, color, religion, national origin, age, sex, veteran status, genetic information, disability, or any other basis prohibited by law. We comply with the ADA and provide reasonable accommodations upon request during the application process. This is an Equal Opportunity Employer and a drug-free workplace.
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