Director of Front Office

Highgate is a leading real estate investment and hospitality management company with over $15 billion of assets under management and a global portfolio of more than 400 hotels spanning North America, Europe, the Caribbean, and Latin America.

With a 30-year track record as an innovator in the hospitality industry, this forward-thinking company provides expert guidance through all stages of the property cycle, from planning and development through recapitalization or disposition. Highgate continues to demonstrate success in developing a diverse portfolio of bespoke lifestyle hotel brands, legacy brands, and independent hotels and resorts, featuring contemporary programming and digital acumen. The company utilizes industry-leading revenue management tools that efficiently identify and predict evolving market dynamics to drive outperformance and maximize asset value.

With an executive team of seasoned hospitality leaders and corporate offices worldwide, Highgate is a trusted partner for top ownership groups and major hotel brands. www.highgate.com

Located in historic Old Town, Southernmost Beach Resort expands over 6 acres on a serene part of the island with Atlantic Ocean front views, gorgeous Key West architecture, and all the amenities you desire in a beach resort. Just a short walk or bike ride from Key West's boutique shops, art galleries, eclectic restaurants, and non-stop nightlife, the resort spans over two city blocks and offers guest rooms that are located within easy reach of both the beach and world-famous Duval Street.

The Director of Front Office is responsible for ensuring the operation of Guest Services, Bell Service, and Front Desk service in an attentive, friendly, efficient and courteous manner, providing all guests with quality service while maximizing room revenue and productivity, and developing managers and employees. This position will also be a liaison to leased restaurant and retail operations that are based in the hotel.

Maintain exceptional guest service standards at all times, ensuring prompt, courteous responses to all guest needs and consistent followup for satisfaction.

• Lead, coach, discipline, and develop Rooms Division staff; oversee hiring, training, performance reviews, morale, communication, and succession planning.

• Ensure full compliance with Highgate policies, SOPs, service standards, training checklists, and hospitality terminology across all managers and hourly staff.

• Oversee daily operations through department tours, publicarea and guestroom inspections, monitoring oversold dates, and ensuring cleanliness, maintenance, and service quality.

• Manage financial responsibilities including labor control, expense monitoring, budgeting, forecasting, and monthly financial reviews to maximize profitability.

• Coordinate major projects (renovations, capital expenditures, equipment changes), attend required meetings, participate in the M.O.D. program, and ensure effective use of systems like Front Office software and Synergy MMS.

• Support corporate initiatives by ensuring staff understanding of marketing programs, maintaining strong internal communication, and monitoring VIPs and specialguest needs.

• Requires substantial background in hospitality: 6+ years of progressive hotel experience, or a 4year degree with 4+ years related experience, or a 2year degree with 5+ years experience, plus prior Front Office management experience.

• Must be proficient in MS Excel, MS Word, and Opera, and able to work long or variable hours as business needs dictate.

• Demonstrates strong verbal and written communication skills, with the ability to listen, understand, and resolve concerns from employees and guests in a courteous, serviceoriented manner.

• Able to multitask, prioritize departmental functions, attend required meetings/trainings, participate in M.O.D. coverage, and maintain consistent attendance and professional grooming standards.

• Upholds all Highgate policies, safety regulations, and operational standards while maximizing productivity, identifying issues, and implementing effective solutions.

• Capable of handling complex information, anticipating and solving problems, and maintaining strict confidentiality in all matters.