FRONT OFFICE DIRECTOR

Immerse yourself at the award winning Westgate Park City Resort & Spa, nestled at the epicenter of the Canyons Village base within Park City Mountain. Enveloped by unparalleled skiing and year-round mountain escapades, our resort offers an invigorating and fulfilling workplace environment. From artists gracing the Sundance Film Festival, to athletes honing their skills at the Utah Olympic Park, to adventurers seeking a mountain retreat, our guests hail from every corner of the globe. Embark on this journey with our team and together, let's extend a warm welcome to the world in Park City.

Job Description

The Director of Front Office supervises all Front Office departments, including the Front Desk, PBX, Concierge, Guest Service, and Skier Services. They are responsible for ensuring exceptional guest satisfaction across all Front Office operations, adeptly resolving guest concerns with professionalism and efficiency.

Candidates for this role should recognize its evolving nature within senior leadership at the property, demonstrating adaptability in various situations. They must consistently offer feedback and innovate to enhance engagement among guests and team members alike. The Director of Front Office must also grasp the distinction between a leader and a manager, aspiring to embody the former.

Essential Duties and Responsibilities

• Ensures compliance with all company policies and procedures.
• Represents Westgate Resorts professionally at all times.
• Leads Managers, Supervisors, and frontline team members in the Front Desk, PBX, Skier Services, Concierge, and Guest Services departments.
• Responsible for the overall direction, coordination, and evaluation of these units.
• Provides exemplary customer service personally and through the entire staff to resort guests.
• Demonstrates a thorough understanding of Forbes standards and holds self and staff accountable to these standards consistently.
• Integrates Front Office, PBX, Skier Service, and Guest Services into a cohesive department.
• Responsible for the financial success of the Front Office, PBX, Skier Service, and Guest Services departments.
• Innovates and executes process improvements, guest enhancements, and employee engagement initiatives.
• Manages room product and inventory.
• Collaborates with the Engineering department for general maintenance, and major projects.
• Oversees hiring, advising, coaching, disciplinary actions, and termination within the current purview.
• Trains and mentors all associates, emphasizing growth and instilling pride.
• Champions continuous improvement towards Forbes 5-star service standards.
• Proficient in department procedures, systems (e.g., property PMS, Hotsos, Medallia, Salto, Kipsu, Office 365, Fusion), and other necessary tools to efficiently address guest and team member concerns.
• Analytical mindset to identify and improve processes, procedures, and systems.
• Ensures seamless arrival and departure processes involving all relevant departments.
• Promotes collaboration across departments for property-wide success.
• Adaptable and willing to learn, including re-learning processes as needed.
• Assists in annual budgeting for departments under the Front Office Director purview.
• Oversees bi-weekly payroll.
• Steps in to assist departments as needed, such as check-in/out, valet parking, managing luggage, and guest reservations.
• Acts as Manager-On-Duty in the absence of the Director of Operations or General Manager.
• Reviews night audit for billing accuracy.
• Monitors Medallia, TripAdvisor, and other social platforms consistently, addressing guest concerns promptly.
• Conducts regular one-on-one meetings with team members.
• Holds self and direct reports to high standards of professionalism, service, and continuous improvement.
• Ensures guest concerns are logged into profiles and resolved before guest departure.
• Performs other duties as assigned.

Qualifications

To excel in this role, you must embody our core values of integrity, passion, and a strong work ethic. These values are essential to our success, and we are looking for someone who shares our commitment.

• Bachelor's or Associate's degree preferred; alternatively, 5 years of related experience and/or training; or an equivalent combination of education and experience.
• Must have a strong passion for hospitality.
• Minimum of 3 years of management experience, including at least 2 years in a full-service hotel environment.
• Experience leading a team of at least 20 employees for a minimum of 2 years.
• Previous Forbes Travel Guide experience is advantageous, though not mandatory.

Requirements

• Availability to work any shifts assigned, weekends and holidays.
• Possesses strong written and verbal communication skills, capable of interacting with team members and guests at all levels in a attentive and service-oriented manner.

Additional Information

Why Westgate?

• Discounted Ski pass benefit (while supplies last).
• FREE Ski & Snowboard and Mountain Bike equipment Rentals.
• FREE garage parking.
• Exclusive discounts for Team Member (i.e., hotels, resorts, restaurants, entertainment, etc.).
• $2.00 in meals in Team Member Breakroom.
• Comprehensive health benefits – medical, dental and vision.
• Paid Time Off (PTO) – vacation, sick, and personal.
• Paid Holidays.
• 401K with generous company match.
• Get access to your pay as you need it with our Daily Pay benefit.
• Wellness Programs.
• Tuition Assistance.
• Employee Assistance Program (EAP).
• Advancement & development opportunities.
• Community Involvement Programs.

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email with the job title and the location of the position for which you are applying.