E11EVEN- Front Office Director

E11EVEN Club Hotel & Residences•Miami, FL

About The Position

The Director of Front Office is a high‑impact leader who sets the pace for the guest experience and serves as the face and rhythm of E11EVEN Hotel & Residences. Overseeing Guest Services, Valet, and Front Desk operations, this role ensures every arrival, stay, and departure feels seamless, elevated, and unmistakably E11EVEN. The Director drives service excellence with precision and style, balances hospitality with operational discipline, and delivers results by maximizing room revenue, productivity, and guest satisfaction. This leader develops confident, service‑obsessed managers and teams, creates consistency across all shifts, and partners closely with internal departments to keep operations moving at the same energy as the brand. The role also acts as a key liaison to the hotel’s leased restaurant and retail partners, ensuring alignment, flow, and a cohesive guest journey throughout the property.

Requirements

A minimum of six years of progressive experience in hotel operations or a related field is required, or a combination of education and experience that includes a four‑year degree with at least two years of related experience, or a two‑year degree with four or more years of related experience.
Prior Front Office management experience is required, with demonstrated experience working within a luxury or lifestyle hotel brand where elevated service standards, attention to detail, and guest personalization are paramount.
Proficiency in Microsoft Excel and Microsoft Word is required.
The ideal candidate demonstrates strong verbal and written communication skills and consistently engages with guests and employees in a professional, attentive, friendly, and service‑oriented manner reflective of a luxury hospitality environment.
Proven ability to actively listen, understand, and resolve concerns raised by guests and team members is essential, as is the ability to multitask, prioritize departmental responsibilities, and meet deadlines in a fast‑paced, high‑energy operation.
This role requires flexibility to work long hours as business needs demand, maintain regular attendance in compliance with scheduling requirements, and participate in Manager on Duty coverage, required meetings, and trainings.
A polished professional appearance and adherence to grooming standards consistent with a luxury brand are expected at all times.
Strong problem‑solving skills are required, including the ability to anticipate operational challenges, evaluate complex information from multiple sources, identify opportunities for improvement, and assist in implementing effective solutions that drive productivity and operational excellence.
The ability to maintain discretion and handle confidential information with professionalism and integrity is essential, along with consistent compliance with Highgate standards, policies, safety regulations, and brand expectations.

Responsibilities

Leads all Front Office operations, including Guest Services, Valet, and Front Desk, ensuring every guest interaction reflects the energy, precision, and elevated service standards of E11EVEN Hotel & Residences.
Sets clear expectations for service excellence by modeling attentive, friendly, and professional behavior at all times with guests, managers, and colleagues.
Serves as the primary escalation point for guest requests, concerns, complaints, and service recovery, ensuring timely resolution and consistent follow‑up to drive guest satisfaction.
Motivates, develops, coaches, counsels, and disciplines Front Office leadership and teams in accordance with hotel standards, fostering a culture of accountability, confidence, and continuous improvement.
Oversees recruitment, interviewing, and hiring for Front Office leadership positions, partnering closely with Human Resources to support recruiting efforts and ensure compliance with all hiring procedures and standards. Builds strong team morale through effective training, recognition, and development of Rooms Division leaders and frontline associates, ensuring consistency in service delivery across all shifts.
Maintains professional, open lines of communication with all departments, promoting collaboration and alignment during daily operations and peak demand periods. Ensures full implementation and ongoing compliance with all Highgate policies, SOPs, and service standards, including completion of Service Standards by Position competencies and required training documentation.
Drives revenue and productivity by monitoring oversold dates, supporting upsell initiatives, and partnering with Revenue Management on occupancy forecasting and high‑demand periods. Conducts daily walk‑throughs of Front Office spaces, public areas, and guestrooms to verify cleanliness, maintenance standards, and presentation while engaging employees and soliciting operational feedback.
Manages labor productivity and expense control through schedule approvals, budget oversight, and financial discipline to maximize profitability. Prepares for and participates in weekly operational meetings and monthly financial reviews, contributing insights related to labor management, revenue performance, and Rooms Division trends.
Supports succession planning by developing department leaders and preparing high‑potential talent for future growth opportunities.
Coordinates major Front Office initiatives and projects, including renovations, capital expenditures, system upgrades, and equipment transitions impacting hotel operations.
Acts as liaison to the hotel’s leased restaurant and retail partners, ensuring coordination, operational alignment, and a seamless guest experience throughout the property. Oversees all Front Office systems and platforms, including PMS, reporting tools, and Synergy MMS, ensuring data accuracy, timely follow‑up, and operational reliability.
Participates in the Manager on Duty program as scheduled, serving as a visible leader and decision‑maker during hotel operations.
Ensures Front Office teams are knowledgeable of and aligned with current corporate marketing, loyalty, and brand programs, supporting consistent execution and guest engagement.
Closely monitors VIPs, special guests, and high‑profile stays to ensure personalized service delivery and elevated experiences.