Director of Front Office

The Meritage Resort and Spa, Napa, is a distinguished four-diamond destination resort located amid the picturesque hillside vineyards of Napa Valley. This expansive resort boasts 467 rooms and offers guests a wide array of amenities including multiple on-site restaurants and lounges, a world-class spa, expansive meeting and event spaces, and The Village at Meritage featuring unique tasting rooms and exclusive experiences. The resort is dedicated to welcoming guests who come to celebrate, connect, and immerse themselves in the renowned offerings of wine country. As a premier hospitality establishment, The Meritage Resort and Spa values integrity, compliance, value creation, principled entrepreneurship, customer focus, continuous learning, humility, respect, and fulfillment, which collectively shape its leadership culture and guest experience.

The role of Director of Front Office at The Meritage Resort and Spa is a full-time senior leadership position that commands an annual salary ranging from $90,000 to $105,000, depending on experience and qualifications. This pivotal position serves as the strategic and operational leader of the entire guest arrival, departure, and lobby experience, managing key guest services including Front Desk, Bell/Valet, PBX, and Concierge teams. The Director of Front Office is responsible for delivering an exceptional level of hospitality that reflects the prestigious brand of Meritage, ensuring guests receive warm and genuine service from the moment they drive onto the property. This executive role demands a hands-on leader who excels in employee engagement, operational excellence, financial management, and the cultivation of a positive and accountable culture.

As the leader of the front office operations, the Director is charged with coaching and developing a high-performing team capable of anticipating guest needs, creatively solving problems, and enhancing overall guest satisfaction to transform routine stays into memorable Napa Valley experiences. The position requires close collaboration with other departments such as Housekeeping, Engineering, Sales, Revenue Management, Events, Reservations, and Food and Beverage to ensure a seamless, end-to-end guest journey. The Director must maintain visibility and presence in the lobby and arrival areas, building strong relationships with guests, VIPs, and group contacts to enhance visitor engagement.

Operationally, the Director oversees day-to-day management of staffing, training, and adherence to standard operating procedures across multiple guest service areas and technology platforms including PMS and POS systems. They ensure strict compliance with cash handling, billing accuracy, safety protocols, and incident management. This leader also manages departmental budgets, forecasts, and productivity plans, monitors key performance indicators such as guest satisfaction scores and labor costs, and actively supports revenue-driving initiatives such as upselling and package promotion.

Talent development and culture building are central to the role, with responsibilities including recruiting and onboarding top-tier hospitality professionals, providing ongoing coaching and performance feedback, implementing consistent training programs, and fostering a collaborative team environment. Compliance with company policies, brand standards, and regulatory requirements is rigorously maintained to ensure a safe, clean, and organized workplace.

Candidates qualified for this role will bring at least five years of progressive front office or rooms experience in an upper-upscale or luxury hotel or resort setting, along with a minimum of two to three years in a leadership capacity overseeing front desk and at least one additional guest service area. Experience in large, complex, or resort-style properties, particularly those with robust group and conference business, is highly desirable. Proficiency with PMS systems, especially Infor HMS, along with strong business acumen and excellent communication skills, are essential. The ideal candidate will be tech-savvy, problem-oriented, able to work a flexible schedule, and possess a passion for delivering outstanding guest experiences while leading engaged and effective teams.