Director, Front Office

About the role

Join the luxury hospitality team at Fairmont Southampton as the Director, Front Office. Reporting to the Assistant Director, Rooms, you will represent the resort through exceptional guest service and lead a diverse group of Front Office and Guest Services professionals.

Key responsibilities

• Lead the Front Office and Guest Services teams, including Welcome Ambassadors, Royal Service, and Resort Trolley Drivers.
• Oversee all aspects of the arrival and departure experience, ensuring Service Essentials and LQA standards are consistently met.
• Implement proactive processes to deliver problem‑free stays and drive continuous improvement.
• Handle guest concerns promptly, log issues, and coordinate with relevant departments.
• Monitor and achieve departmental goals across key guest experience metrics such as TrustYou, LQA, SAQ, and ALL enrollments.
• Support Voice of the Guest initiatives and other guest service programs.

Required profile

• Proven leadership experience in a luxury hotel front office environment.
• Strong guest‑centric mindset with a commitment to service excellence.
• Ability to manage and motivate multi‑disciplinary teams.
• Excellent communication, problem‑solving, and decision‑making skills.
• Familiarity with luxury standards such as LQA, Service Essentials, and guest feedback platforms.

Required skills

What we offer

• Comprehensive benefits package.
• Opportunities for professional growth within a global luxury brand.
• A diverse, inclusive culture that celebrates unique talents.