Front Office Director

Viceroy Hotels

Viceroy Hotels & Resorts offers a fresh take on hospitality, centered on the richness of experiences and cultural connection. A leader in modern luxury, Viceroy is committed to creating unique, immersive experiences that allow guests to craft unforgettable narratives rooted in the authenticity of each destination. Viceroy’s portfolio of hotels and resorts can be found in a diverse array of breathtaking and inspiring locations, including Los Cabos, Santa Monica, Chicago, Riviera Maya, Kopaonik, Snowmass, Washington, D.C., St. Lucia, Portugal’s Algarve, and the recently opened Sun Valley resort in Idaho.

Overview

Join the newest Viceroy flagship hotel and help shape the next chapter of luxury hospitality in New York City.

Viceroy Hotels is returning to New York City with the opening of Viceroy Park Avenue in February 2027. Located in the heart of Manhattan's NoMad neighborhood, this highly anticipated luxury hotel marks an exciting new chapter for the globally recognized, design-forward hospitality brand.

We are seeking motivated, hospitality-driven professionals who are passionate about delivering exceptional guest experiences. This is a unique opportunity to join a pre-opening team and play a key role in establishing the property's culture, service standards, and operational excellence from day one. Be part of a team that will set the foundation for one of New York City's most anticipated luxury hotel openings.

The Director of Front Office is responsible for leading the Rooms Division by overseeing Guest Services, Concierge, Valet, and Front Desk operations to ensure service is delivered in an attentive, friendly, efficient, and professional manner. This role is accountable for providing exceptional guest experience, maximizing room revenue and operational productivity, and developing a high-performing team of managers and colleagues.

The Director of Front Office will serve as a key operational leader, driving service excellence, guest satisfaction, and departmental performance while fostering a culture of collaboration and continuous development.

This position will also serve as the primary liaison to the hotel's food and beverage partnership, working closely with TAO Hospitality to ensure seamless coordination, operational alignment, and a consistent luxury guest experience across all touchpoints.

Responsibilities

• Demonstrate a "Yes" guest-centric mindset by anticipating guest needs, creating personalized solutions, and finding ways to exceed expectations while offering suitable alternatives when necessary.
• Lead and maintain the implementation and execution of Forbes Travel Guide Four-Star/Five-Star standards, fostering a culture of service excellence, anticipation of guest needs, and genuine hospitality.
• Provide warm, gracious, and personalized service at all times, maintaining a professional, attentive, friendly, helpful, and courteous approach with guests, managers, and fellow colleagues.
• Manage all guest requests, concerns, complaints, and incidents with urgency, empathy, and professionalism, ensuring timely resolution and thoughtful follow-up to deliver a seamless and memorable luxury guest experience.
• Inspire, mentor, and develop a high-performing Rooms Division team through ongoing coaching, recognition, performance management, and career development, fostering a culture of excellence, accountability, and genuine hospitality.
• Lead the recruitment, selection, and onboarding of exceptional talent by conducting interviews, partnering closely with Human Resources, and ensuring all hiring decisions align with brand culture, service philosophy, and operational objectives.
• Cultivate an engaging and inclusive workplace culture that promotes colleague satisfaction, retention, professional growth, and a shared commitment to delivering intuitive and personalized luxury service.
• Establish and maintain strong, collaborative relationships across all hotel departments, fostering open communication and seamless partnership to enhance both the guest and colleague experience.
• Champion the implementation and adherence to all Viceroy policies, procedures, service standards, and operational guidelines, ensuring consistent execution of luxury hospitality best practices.
• Ensure all Rooms Division leaders successfully complete Service Standards by Position competencies, providing ongoing mentorship and accountability to maintain Forbes Travel Guide-level service excellence.
• Oversee the successful completion of Service Standards by Position training for all hourly colleagues, ensuring team members are equipped to anticipate guest needs, personalize interactions, and deliver exceptional service at every touchpoint.
• Foster a culture of continuous learning and service refinement, regularly evaluating training effectiveness, identifying development opportunities, and elevating performance to exceed guest expectations and luxury hospitality standards.
• Lead by example in creating a guest-centric environment where personalized service, attention to detail, emotional connection, and anticipatory hospitality are embedded in every aspect of the operation.
• Ensure compliance with all required brand, corporate, and operational training programs in accordance with Viceroy Hotels standards, fostering a culture of continuous learning and professional development.
• Actively participate in and lead daily, weekly, monthly, and pre-opening planning meetings, ensuring alignment of operational objectives, guest experience initiatives, and business priorities.
• Monitor expenses to ensure cost control and maximize profitability, utilizing checkbook accounting as a control mechanism.
• Champion operational excellence by ensuring consistent compliance with all Standard Operating Procedures, service standards, and luxury hospitality best practices.
• Conduct walk-throughs of public areas and guestrooms to ensure cleanliness and maintenance standards are consistently met.
• Conduct regular inspections of guestrooms, public spaces, back-of-house areas, and arrival experiences to ensure the highest standards of cleanliness, maintenance, presentation, and guest readiness are consistently achieved.
• Collaborate with cross-functional leadership teams on capital projects, renovations, equipment replacement programs, and property improvement initiatives that enhance the guest experience and operational efficiency.
• Facilitate weekly departmental meetings and monthly financial reviews, communicating key performance metrics, business priorities, service opportunities, and operational goals.
• Lead the performance management process by conducting meaningful performance evaluations, providing ongoing coaching and development, and ensuring leaders maintain accountability for timely and effective colleague reviews.
• Manage labor expenses through strategic scheduling, workforce planning, and productivity analysis while maintaining service levels consistent with luxury hospitality expectations.
• Develop future leaders through succession planning, mentorship, and targeted development initiatives designed to strengthen leadership capabilities and organizational bench strength.
• Prepare and manage the annual Rooms Division operating budget, including Rooms, Communications, and Other Income, while continuously identifying opportunities to improve operational performance and financial results.
• Participate in the Manager on Duty (MOD) program, serving as a visible leadership presence and ensuring exceptional guest engagement and operational oversight.
• Maintain expertise in all Front Office systems and technology platforms, including system administration, report generation, trend analysis, and operational troubleshooting to support business objectives and elevate the guest experience.
• Oversee the performance and optimization of guest-facing technology platforms, including KYC Hospitality and INNSPIRE, ensuring timely follow-up on internal and external requests and the seamless execution of guest services.
• Partner with Revenue Management to support forecasting, demand planning, inventory optimization, and occupancy strategies that maximize revenue while preserving the luxury guest experience.
• Communicate with professionalism, diplomacy, and urgency when interacting with guests, colleagues, ownership representatives, vendors, and external partners.
• Champion and embed the Viceroy philosophy of service throughout all Rooms Division operations, ensuring team members consistently deliver personalized, intuitive, and memorable guest experiences.
• Maintain a thorough understanding of current corporate marketing initiatives, loyalty programs, promotions, and brand campaigns, ensuring effective communication and execution throughout the operation.
• Personally oversee the arrival, stay experience, and service recovery efforts for VIPs, special guests, residents, and high-profile clientele, ensuring all preferences and requests are anticipated and flawlessly executed.Continuously evaluate guest feedback, service trends, and operational performance to identify opportunities for innovation, enhancement, and service refinement consistent with Forbes Travel Guide standards.
• Perform additional leadership responsibilities, special projects, and strategic initiatives as assigned by senior leadership, contributing to the successful operation and ongoing evolution of property.

Qualifications

• Prior experience in a Forbes Travel Guide Four-Star or Five-Star hotel or resort environment required, with a demonstrated passion for delivering personalized, anticipatory, and exceptional luxury guest experiences.
• Minimum of six (6) years of progressive leadership experience within luxury hospitality, hotel operations, or a related field required; or a bachelor’s degree in hospitality management, Business Administration, or a related discipline with at least two (2) years of relevant leadership experience; or an associate degree with four (4) or more years of relevant hospitality leadership experience.
• Previous Front Office management experience in a Forbes Travel Guide Four-Star or Five-Star hotel or resort is required, with demonstrated success in service excellence, colleague development, guest satisfaction, and operational performance.
• Demonstrated proficiency in Microsoft Excel, Word, and hospitality reporting systems, with strong analytical skills and the ability to interpret operational, guest satisfaction, labor, and financial data to drive informed business decisions.

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• Must possess the flexibility and dedication required to lead a luxury hotel operation, including the ability to work extended hours and maintain a visible leadership presence during peak business periods, special events, VIP arrivals, and other operational priorities.
• Demonstrate exceptional written and verbal communication skills, with the ability to engage effectively and professionally with guests, colleagues, ownership representatives, and leaders at all levels while exemplifying the highest standards of luxury hospitality.
• Exhibit strong emotional intelligence and active listening skills, responding to guest and colleague concerns with empathy, professionalism, sound judgment, and a commitment to achieving positive outcomes.
• Demonstrate exceptional organizational and time-management skills, with the ability to manage multiple priorities simultaneously, adapt to changing business needs, and consistently meet operational and strategic deadlines.
• Approach all interactions with warmth, professionalism, discretion, and genuine hospitality, fostering meaningful relationships with guests and colleagues while creating memorable and personalized experiences.
• Actively participate in all required hotel meetings, training programs, leadership development initiatives, and brand education sessions to ensure alignment with Viceroy and Forbes Travel Guide service standards.
• Maintain dependable attendance and schedule flexibility in accordance with business demands, demonstrating a commitment to supporting a 24-hour luxury hotel operation, including evenings, weekends, holidays, and peak occupancy periods.
• Always present a polished and professional appearance, consistently reflecting the luxury image, service culture, and grooming standards of Viceroy Hotels & Resorts.
• Must comply with all Viceroy Hotel standards, policies, and regulations to promote safe and efficient hotel operations.
• Ensure full compliance with all Viceroy policies, procedures, standards, and regulatory requirements, promoting a safe, efficient, and guest-centric operating environment.
• Drive operational excellence by maximizing productivity, identifying opportunities for improvement, and implementing innovative solutions that enhance service delivery, colleague engagement, and financial performance.
• Anticipate operational challenges and guest needs by proactively identifying, preventing, and resolving issues with sound judgment, urgency, and a commitment to exceptional service recovery.
• Demonstrate strong analytical and strategic thinking skills, utilizing operational, financial, and guest experience data to make informed decisions, improve performance, and achieve established business objectives.
• Exercise with the highest level of professionalism and discretion when handling confidential guests, colleagues, financial, and business information, maintaining trust and protecting the integrity of the organization.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Benefits

Viceroy Hotels and Resorts offers the following benefits package for this position:

• Medical insurance, dental insurance, vision insurance, life insurance, short-term and long-term disability insurance
• 401(k) Retirement Plan with employer matching contributions
• Paid holidays
• Paid vacation
• Paid sick leave (provided in accordance with applicable law)
• Employee assistance program (EAP)
• Tuition reimbursement
• Paid jury duty leave, personal leave, medical leave, and military leave in accordance with applicable law

Please click here for additional benefit details for the states of Washington, Colorado, and California.

Posting Date

This job opening was posted on November 13, 2026 and will remain open for at least 14 days.