Beemok Hospitality
Director of Front Office
Beemok Hospitality, Charleston, South Carolina, United States, 29401
Director Of Front Office
The Director of Front Office is the strategic and operational leader of the front office department, responsible for curating and executing a seamless luxury guest journey in alignment with Forbes 5-Star standards. This role oversees all front-of-house operations, including Front Desk, Bell Services, and Valet. The Director ensures the department consistently delivers gracious Southern hospitality, personalized service, and operational excellence while cultivating a high-performing team culture. Duties & Responsibilities: Lead and manage all front office departments, ensuring smooth daily operations that exceed Forbes 5-Star expectations. Develop and implement departmental policies, service procedures, and standards that reflect the hotel's luxury brand and ethos. Align front office operations with the broader Rooms Division strategy, collaborating with Housekeeping, Engineering, Security, Spa, and Food & Beverage. Proactively identify and implement service enhancements and process efficiencies that improve guest satisfaction and team performance. Champion a guest-first culture, ensuring flawless arrival, in-stay, and departure experiences. Personally engage with VIPs, long-stay guests, repeat clientele, and high-profile visitors to ensure a personalized experience. Lead service recovery efforts when needed, demonstrating empathy, discretion, and accountability. Ensure all team members deliver anticipatory, intuitive service using guest recognition systems and Forbes training. Recruit, hire, train, mentor, and manage a team of managers, supervisors, and associates across multiple disciplines (e.g., front desk, bell, valet). Conduct regular performance evaluations and succession planning to cultivate internal talent. Lead pre-shift briefings, department meetings, and coaching sessions to reinforce standards, share feedback, and inspire excellence. Create a work culture that reflects Charleston charm, respect, and hospitality. Oversee department budgets, labor forecasting, scheduling, and cost control to meet financial goals. Analyze and respond to guest satisfaction reports (Forbes audits, LQA, Medallia) and develop targeted action plans. Manage billing accuracy, daily cash handling, room upgrades, and up-selling strategies. Ensure front office systems are fully utilized and optimized. Ensure full compliance with Forbes 5-Star standards and luxury brand expectations in every touchpoint. Lead internal audits, Forbes training sessions, mystery shopper readiness, and service standard rollouts. Enforce safety, emergency, and security procedures in coordination with the hotel's leadership and security team. Required Skills & Experience: Bachelor's degree in Hospitality Management or related field preferred. Minimum 57 years of progressive front office experience in luxury hotels or resorts, including 3+ years in a leadership role. Proven experience managing in a Forbes 5-Star or AAA Five Diamond environment is highly preferred. Expert knowledge of front office technology systems. Strong interpersonal, leadership, and conflict-resolution skills with a guest-obsessed mindset. Knowledge of Charleston's local market, attractions, and clientele a strong asset. Physical Requirements: Must be able to stand or walk for extended periods and work a flexible schedule, including weekends, holidays, and extended hours when necessary. Must be able to lift equipment, supplies, etc. of at least 30 pounds. Must be able to resolve problems, handle conflict, and make effective decisions under pressure. Good hearing is necessary for effective communication with colleagues, guests, and stakeholders. Closing Details: BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.
The Director of Front Office is the strategic and operational leader of the front office department, responsible for curating and executing a seamless luxury guest journey in alignment with Forbes 5-Star standards. This role oversees all front-of-house operations, including Front Desk, Bell Services, and Valet. The Director ensures the department consistently delivers gracious Southern hospitality, personalized service, and operational excellence while cultivating a high-performing team culture. Duties & Responsibilities: Lead and manage all front office departments, ensuring smooth daily operations that exceed Forbes 5-Star expectations. Develop and implement departmental policies, service procedures, and standards that reflect the hotel's luxury brand and ethos. Align front office operations with the broader Rooms Division strategy, collaborating with Housekeeping, Engineering, Security, Spa, and Food & Beverage. Proactively identify and implement service enhancements and process efficiencies that improve guest satisfaction and team performance. Champion a guest-first culture, ensuring flawless arrival, in-stay, and departure experiences. Personally engage with VIPs, long-stay guests, repeat clientele, and high-profile visitors to ensure a personalized experience. Lead service recovery efforts when needed, demonstrating empathy, discretion, and accountability. Ensure all team members deliver anticipatory, intuitive service using guest recognition systems and Forbes training. Recruit, hire, train, mentor, and manage a team of managers, supervisors, and associates across multiple disciplines (e.g., front desk, bell, valet). Conduct regular performance evaluations and succession planning to cultivate internal talent. Lead pre-shift briefings, department meetings, and coaching sessions to reinforce standards, share feedback, and inspire excellence. Create a work culture that reflects Charleston charm, respect, and hospitality. Oversee department budgets, labor forecasting, scheduling, and cost control to meet financial goals. Analyze and respond to guest satisfaction reports (Forbes audits, LQA, Medallia) and develop targeted action plans. Manage billing accuracy, daily cash handling, room upgrades, and up-selling strategies. Ensure front office systems are fully utilized and optimized. Ensure full compliance with Forbes 5-Star standards and luxury brand expectations in every touchpoint. Lead internal audits, Forbes training sessions, mystery shopper readiness, and service standard rollouts. Enforce safety, emergency, and security procedures in coordination with the hotel's leadership and security team. Required Skills & Experience: Bachelor's degree in Hospitality Management or related field preferred. Minimum 57 years of progressive front office experience in luxury hotels or resorts, including 3+ years in a leadership role. Proven experience managing in a Forbes 5-Star or AAA Five Diamond environment is highly preferred. Expert knowledge of front office technology systems. Strong interpersonal, leadership, and conflict-resolution skills with a guest-obsessed mindset. Knowledge of Charleston's local market, attractions, and clientele a strong asset. Physical Requirements: Must be able to stand or walk for extended periods and work a flexible schedule, including weekends, holidays, and extended hours when necessary. Must be able to lift equipment, supplies, etc. of at least 30 pounds. Must be able to resolve problems, handle conflict, and make effective decisions under pressure. Good hearing is necessary for effective communication with colleagues, guests, and stakeholders. Closing Details: BHC is an equal employment opportunity employer. Employment decisions are based on merit and business needs, and are not based on race, color, sex (including pregnancy, childbirth, and related medical conditions), citizenship status, national origin, ancestry, gender identity or expression, sexual orientation, age, religion, creed, physical or mental disability, marital status, veteran status, uniformed service, political affiliation, genetic information, or any other factor or characteristic protected by applicable law. BHC participates in E-Verify.