Director of Front Services

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OVERVIEW

At Rosewood Red Sea, the Director of Front Services is responsible for leading the resort’s Front of House operation and shaping a seamless, personalized, and refined guest journey from arrival to departure. This role is central to delivering Rosewood’s luxury service standards across all front-facing touchpoints, while ensuring operational excellence, team engagement, and strong commercial performance.

The Director of Front Services will provide strategic leadership across Front Office operations, drive guest satisfaction, maximize revenue opportunities, and foster a culture of service excellence aligned with Rosewood’s A Sense of Place philosophy and brand standards. 

KEY RESPONSIBILITIES

• Lead the Front of House operation, ensuring exceptional service delivery at every stage of the guest journey.
• Oversee the operations of the Guest Relations, Concierge, and Butler departments, ensuring seamless coordination, consistent service standards, and a personalized guest experience across all touchpoints
• Oversee daily operations across Front Office functions to ensure service consistency, efficiency, and operational readiness.
• Drive guest satisfaction, personalization, and service recovery in line with Rosewood luxury standards.
• Maintain a strong presence in guest areas to welcome VIPs and ensure service standards are consistently upheld.
• Oversee arrivals, departures, room allocations, guest preferences, and operational coordination with relevant departments.
• Ensure an accurate and effective guest history system is maintained and used to enhance personalization.
• Monitor quality audit results, including Forbes, LQA, and brand standards, and implement action plans where required.
• Support group arrivals, departures, and special movements to ensure smooth operational execution.
• Maximize revenue opportunities through upselling, inventory management, and promotion of resort services and facilities.
• Lead the Front Office upselling program and monitor performance against targets.
• Manage departmental budgets, labor productivity, payroll forecasting, and financial performance in line with business needs.
• Identify operational efficiencies and cost control opportunities without compromising service quality.
• Lead, coach, and develop the Front Office leadership team, promoting a culture of excellence, accountability, and guest-centric service.
• Oversee recruitment, training, succession planning, and performance management across the department.
• Ensure departmental policies, procedures, and operational standards are developed, implemented, and regularly updated.
• Work closely with the Director of Rooms and other operational leaders to support the resort’s service, operational, and financial objectives . 

QUALIFICATIONS & EXPERIENCE

· Minimum 5-7 years of Front Office or Rooms Division experience, with at least 2-3 years in a senior leadership role within a luxury hotel or resort.
· Strong background in Front of House operations, guest experience, and service excellence.
· Previous experience in luxury or ultra-luxury hospitality is highly preferred.
· Pre-opening experience is an advantage.
· Strong knowledge of Front Office operations, guest recognition, service recovery, and room inventory management.
· Proven ability to lead and develop high-performing teams in a fast-paced luxury environment.
· Strong commercial awareness, including budgeting, payroll, forecasting, and revenue optimization.
· Sound understanding of luxury service audits and standards, including Forbes and LQA.
· Excellent communication, leadership, and interpersonal skills.
· Ability to balance operational detail with strategic oversight and guest-facing leadership.