Job Details

Life at SH is based on a simple idea: the world is beautiful and we want to keep it that way. But we can't do it alone. That's why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

When it comes to the guest experience, we are 100% obsessive about making it as perfect as possible. Our Senior Leadership Team, while overseeing the overall operations, finance, and marketing of our brand, is accountable to every person who visits or stays with us, as well as our employees and our partners, whether that means greeting a guest, ensuring that every brand standard is upheld, or overseeing the strategy for development of a new hotel.
We're currently in search of a seasoned, insightful, and innovative Director of Front Office —a thought leader with a gift for service and an instinct for leadership, whose most important tasks are to ensure the excellence of the entire guest experience, as well as the brand's operational and financial results.

About you...
Passionate about hotel operations and guest service with a minimum of 4 years of similar work experience.
A post-secondary diploma or degree would be a plus.
An expert in hotel rooms division operations, a strong leader and a proven track record in guest and team member engagement and financial performance.
Excels at communication, both verbal and written.
Is flexible and willing to meet the demands of a 24-hour operation.

Position Overview

The Front Office Leader is responsible for overseeing all Front Office operations and team members, including Guest Services (Bell/Door Attendants), Valet, Front Desk, Concierge, and the Call Center (Hive). As a department head, this leader partners with peers and directs the team to deliver seamless arrival and departure experiences, strengthen guest and employee engagement, and drive department profitability. This role champions the 1 Hotels brand promise and cultivates a culture of Good-Natured Hospitality.

PRINCIPAL DUTIES & RESPONSIBILITIES

GUEST EXPERIENCE

• Champion Good-Natured Service by leading with empathy, authenticity, and a guest-first mindset.
• Oversee all aspects of the arrival and departure experience to ensure seamless execution and personalization.
• Actively engage with guests and team members to foster memorable, nature-inspired stays.
• Monitor and respond to guest feedback via Revinate and the Know Your Customer (KYC) platform, as well as satisfaction metrics such as NPS and service reviews, to identify areas for improvement.
• Empower team members to resolve guest concerns quickly and professionally; serve as escalation support when needed.
• Ensure all Front Office spaces reflect a warm, welcoming, and brand-aligned environment.
• Act as a visible presence in the lobby and front-of-house areas during peak periods.
• Lead training efforts that reinforce service excellence, storytelling, and brand standards; ensure all team members are equipped to deliver elevated and personalized guest experiences.

TEAM LEADERSHIP & DEVELOPMENT

• Serve as a role model and coach for front office leadership and hourly teams.
• Promote a culture of accountability, teamwork, and open communication across all Front Office areas.
• Identify and nurture talent; lead succession planning, cross-training, and development conversations.
• Conduct regular one-on-ones, performance reviews, and feedback sessions.
• Lead daily stand-ups and departmental meetings to align the team with hotel goals and priorities.
• Foster a culture of recognition by celebrating milestones and acknowledging exceptional performance.
• Support a collaborative environment by encouraging mutual respect and trust across all roles.

FINANCIAL PERFORMANCE

• Monitor and manage departmental expenses, including labor, supplies, and controllable costs, to meet or exceed budget targets.
• Maintain appropriate inventory and PAR levels for Front Office supplies and operational needs.
• Partners with Housekeeping and other departments to ensure guest-facing inventory is aligned with forecasted demand.
• Ensure allowances and adjustments remain within target KPIs as defined by Rooms leadership and Revenue Management.
• Collaborate with Revenue leaders to meet or exceed room revenue goals through strategic rate management, upselling, and occupancy planning.
• Adjust staffing levels proactively based on business demands and occupancy trends.
• Support initiatives to reduce guest recovery costs while maintaining high service levels.

OPERATIONAL EXCELLENCE

• Ensure compliance with all brands, safety, and operational standards.
• Maintain updated SOPs for Front Office, Call Center, Concierge, and Bell/Door services.
• Provide hands-on leadership, stepping into any Front Office role when needed.
• Ensure all sub-departments are operating in alignment and communication is streamlined across shifts.
• Partner with Engineering, Housekeeping, and other key departments to ensure operational readiness.
• Lead and support special projects such as technology upgrades, lobby enhancements, and service model innovation.

TRAINING

• Ensure new hires receive comprehensive onboarding and role-specific training.
• Ensure 30/60/90-day onboarding checklists are completed, providing structure and accountability.
• Conduct regular 1-on-1s with leaders and team members to provide support and gather feedback on development.
• Facilitate ongoing skill-building and refresher training in response to evolving service expectations.
• Partner with Learning and Development to identify training gaps and implement targeted learning solutions.
• Foster a culture of shared learning, peer mentorship, and coaching at all levels.

QUALIFICATIONS & SKILLS

• Post-secondary degree in Hospitality or a related field; or equivalent combination of education and experience.
• Minimum 4 years of experience in a leadership role within luxury or lifestyle hotel Front Office operations.
• Strong leadership, communication, and organizational skills with the ability to inspire and guide diverse teams.
• In-depth knowledge of Front Office operations, financial metrics, and guest service standards.
• Proficiency in PMS, Microsoft Office, and operational reporting tools.
• Commitment to the 1 Hotels brand philosophy and sustainability practices.
• Flexibility working in a dynamic 24-hour operation.
• Preferred: Experience in a luxury/lifestyle hotel brand; Fluency in a second language.

STANDARD SPECIFICATIONS

PHYSICAL DEMANDS

Must be able to meet the physical demands typical of hotel operations (e.g., standing for long periods, light lifting). Reasonable accommodation will be made for individuals with disabilities.

WORK ENVIRONMENT

Fast-paced, guest-facing environment requires schedule flexibility, including weekends and holidays. Exposure to various environmental conditions typical of hotel lobbies and guest service areas.

DISCLAIMER

This job description is intended to describe the general nature and level of work expected. It is not an exhaustive list of responsibilities, duties, or skills. Employees may be required to perform additional job-related tasks as assigned. This description does not constitute a contract of employment, and the position is at-will.

About us...

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a misson-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, SH Hotels & Resorts is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

$120,000-$130,000 annually + incentive bonus

Grow with us...

Life at SH is based on a simple idea: the world is beautiful and we want to keep it that way. But we can't do it alone. That's why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.

When it comes to the guest experience, we are 100% obsessive about making it as perfect as possible. Our Senior Leadership Team, while overseeing the overall operations, finance, and marketing of our brand, is accountable to every person who visits or stays with us, as well as our employees and our partners, whether that means greeting a guest, ensuring that every brand standard is upheld, or overseeing the strategy for development of a new hotel.
We're currently in search of a seasoned, insightful, and innovative Director of Front Office —a thought leader with a gift for service and an instinct for leadership, whose most important tasks are to ensure the excellence of the entire guest experience, as well as the brand's operational and financial results.

About you...
Passionate about hotel operations and guest service with a minimum of 4 years of similar work experience.
A post-secondary diploma or degree would be a plus.
An expert in hotel rooms division operations, a strong leader and a proven track record in guest and team member engagement and financial performance.
Excels at communication, both verbal and written.
Is flexible and willing to meet the demands of a 24-hour operation.

Position Overview

The Front Office Leader is responsible for overseeing all Front Office operations and team members, including Guest Services (Bell/Door Attendants), Valet, Front Desk, Concierge, and the Call Center (Hive). As a department head, this leader partners with peers and directs the team to deliver seamless arrival and departure experiences, strengthen guest and employee engagement, and drive department profitability. This role champions the 1 Hotels brand promise and cultivates a culture of Good-Natured Hospitality.

PRINCIPAL DUTIES & RESPONSIBILITIES

GUEST EXPERIENCE

• Champion Good-Natured Service by leading with empathy, authenticity, and a guest-first mindset.
• Oversee all aspects of the arrival and departure experience to ensure seamless execution and personalization.
• Actively engage with guests and team members to foster memorable, nature-inspired stays.
• Monitor and respond to guest feedback via Revinate and the Know Your Customer (KYC) platform, as well as satisfaction metrics such as NPS and service reviews, to identify areas for improvement.
• Empower team members to resolve guest concerns quickly and professionally; serve as escalation support when needed.
• Ensure all Front Office spaces reflect a warm, welcoming, and brand-aligned environment.
• Act as a visible presence in the lobby and front-of-house areas during peak periods.
• Lead training efforts that reinforce service excellence, storytelling, and brand standards; ensure all team members are equipped to deliver elevated and personalized guest experiences.

TEAM LEADERSHIP & DEVELOPMENT

• Serve as a role model and coach for front office leadership and hourly teams.
• Promote a culture of accountability, teamwork, and open communication across all Front Office areas.
• Identify and nurture talent; lead succession planning, cross-training, and development conversations.
• Conduct regular one-on-ones, performance reviews, and feedback sessions.
• Lead daily stand-ups and departmental meetings to align the team with hotel goals and priorities.
• Foster a culture of recognition by celebrating milestones and acknowledging exceptional performance.
• Support a collaborative environment by encouraging mutual respect and trust across all roles.

FINANCIAL PERFORMANCE

• Monitor and manage departmental expenses, including labor, supplies, and controllable costs, to meet or exceed budget targets.
• Maintain appropriate inventory and PAR levels for Front Office supplies and operational needs.
• Partners with Housekeeping and other departments to ensure guest-facing inventory is aligned with forecasted demand.
• Ensure allowances and adjustments remain within target KPIs as defined by Rooms leadership and Revenue Management.
• Collaborate with Revenue leaders to meet or exceed room revenue goals through strategic rate management, upselling, and occupancy planning.
• Adjust staffing levels proactively based on business demands and occupancy trends.
• Support initiatives to reduce guest recovery costs while maintaining high service levels.

OPERATIONAL EXCELLENCE

• Ensure compliance with all brands, safety, and operational standards.
• Maintain updated SOPs for Front Office, Call Center, Concierge, and Bell/Door services.
• Provide hands-on leadership, stepping into any Front Office role when needed.
• Ensure all sub-departments are operating in alignment and communication is streamlined across shifts.
• Partner with Engineering, Housekeeping, and other key departments to ensure operational readiness.
• Lead and support special projects such as technology upgrades, lobby enhancements, and service model innovation.

TRAINING

• Ensure new hires receive comprehensive onboarding and role-specific training.
• Ensure 30/60/90-day onboarding checklists are completed, providing structure and accountability.
• Conduct regular 1-on-1s with leaders and team members to provide support and gather feedback on development.
• Facilitate ongoing skill-building and refresher training in response to evolving service expectations.
• Partner with Learning and Development to identify training gaps and implement targeted learning solutions.
• Foster a culture of shared learning, peer mentorship, and coaching at all levels.

QUALIFICATIONS & SKILLS

• Post-secondary degree in Hospitality or a related field; or equivalent combination of education and experience.
• Minimum 4 years of experience in a leadership role within luxury or lifestyle hotel Front Office operations.
• Strong leadership, communication, and organizational skills with the ability to inspire and guide diverse teams.
• In-depth knowledge of Front Office operations, financial metrics, and guest service standards.
• Proficiency in PMS, Microsoft Office, and operational reporting tools.
• Commitment to the 1 Hotels brand philosophy and sustainability practices.
• Flexibility working in a dynamic 24-hour operation.
• Preferred: Experience in a luxury/lifestyle hotel brand; Fluency in a second language.

STANDARD SPECIFICATIONS

PHYSICAL DEMANDS

Must be able to meet the physical demands typical of hotel operations (e.g., standing for long periods, light lifting). Reasonable accommodation will be made for individuals with disabilities.

WORK ENVIRONMENT

Fast-paced, guest-facing environment requires schedule flexibility, including weekends and holidays. Exposure to various environmental conditions typical of hotel lobbies and guest service areas.

DISCLAIMER

This job description is intended to describe the general nature and level of work expected. It is not an exhaustive list of responsibilities, duties, or skills. Employees may be required to perform additional job-related tasks as assigned. This description does not constitute a contract of employment, and the position is at-will.

About us...

Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a misson-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, SH Hotels & Resorts is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.

$120,000-$130,000 annually + incentive bonus

SH Hotels and Resorts is an Equal Opportunity Employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.

About Us

Life at SH is based on a simple idea: the world is brimming with natural beauty, vivid splendor, and heartwarming whimsy—and we want to keep it that way. Our mission is to inspire others to do the same while crafting unique and evolved luxury experiences.

We seek next-level talent with lots of heart and plenty of hustle, individuals who love to be of service, obsess over details, honor nature, aren't afraid to ask questions, have the confidence to share new ideas and the respect to listen to diverse worldviews. We care about who you are, how you treat others and what fires you up. Read on to learn more about our new opportunities, open now

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