Director of Front Office

The Ritz-Carlton, a globally recognized luxury hospitality brand, operates more than 100 award-winning properties worldwide where exceptional service and guest experiences are paramount. As part of Marriott International, The Ritz-Carlton is committed to creating environments that celebrate diversity and foster an inclusive workplace where associates of all backgrounds are valued and empowered. The brand's commitment to excellence is reflected in its renowned Gold Standards, which include the Employee Promise, Credo, and Service Values. These standards serve as the foundation for delivering gracious and thoughtful service that defines the luxury guest experience the brand is famous for. Joining The Ritz-Carlton means being part of a global team dedicated to making memorable moments for guests and encouraging professional growth for associates.

The Front Office and Security Manager role at The Ritz-Carlton is a pivotal leadership position responsible for overseeing all front office functions including Bell Staff, Switchboard Operations, Guest Services/Front Desk, Retail/Gift Shop, Concierge, Valets, and Security personnel. As a department head, this manager directs and collaborates with various managers and employees to ensure seamless front office operations, high standards of guest service, and a secure environment for both guests and staff. This role requires a hands-on leader who exemplifies the brand's Gold Standards, strives to exceed guest expectations, and maximizes financial performance while fostering a positive workplace culture.

Key responsibilities include leading and motivating front desk, guest services, and security teams by promoting mutual trust, cooperation, and integrity. The manager is accountable for supervising operations, managing staffing levels to meet service and financial goals, handling guest complaints effectively, and coordinating interdepartmental efforts to enhance communication and guest satisfaction. This role also involves managing all security staff to protect the property and maintain safety, overseeing compliance with front office policies, and ensuring that all associates adhere to established standards and procedures.

Additionally, the Front Office and Security Manager plays a critical role in human resource activities such as identifying employee development needs, coaching and mentoring team members, conducting performance appraisals, and managing progressive discipline procedures when necessary. The position requires setting realistic yet challenging goals to guide team performance and uphold the high standards synonymous with The Ritz-Carlton brand. This leadership role demands excellent communication skills, the ability to analyze operational challenges, and a strong commitment to delivering exceptional customer service. In return, associates at The Ritz-Carlton enjoy a supportive and rewarding work environment where their contributions are recognized, and their professional growth is encouraged.

Overall, this role offers the opportunity to lead a dynamic team within a world-class hotel setting and contribute to creating unparalleled luxury experiences for guests, ensuring everyone who interacts with the property leaves with lasting positive impressions. The Ritz-Carlton invites individuals passionate about hospitality leadership and excellence to join their team and be part of a prestigious legacy of service.