Director – Front Office

The Director of Front Office plays a key leadership role in ensuring the seamless delivery of luxury guest services within our world-class integrated resort. This position oversees all front office operations related to the resort tower. The ideal candidate is an experienced hospitality professional with a strong background in luxury environments, exceptional leadership skills, and a passion for delivering personalized guest experiences.

Essential Duties

• Lead and manage all aspects of the Front Office operation, ensuring an exceptional guest experience from pre-arrival to post-departure.
• Develop and implement service standards and procedures aligned with luxury brand expectations and resort goals.
• Oversee performance, training, and development of front office staff, fostering a culture of service excellence and accountability.
• Collaborate with other departments (Housekeeping, Security, VIP Services, Spa, F&B, etc.) to ensure a cohesive and flawless guest journey.
• Accept any other duties and responsibilities assigned by the SVP Hotel Operations.
• Utilize systems (PMS, CRM, POS) to streamline processes, enhance efficiency, and deliver data-driven improvements.
• Coordinate with relevant departments to satisfy customer needs.
• Fulfill the operational requirements of the Rooms and Gaming Departments.
• Ensure Team Members deliver Wynn Al Marjan high standards of quality, service, and guest satisfaction.
• Develop and monitor operations policies and procedures.
• Monitor and inspect the daily upkeep and maintenance of areas in all three departments.
• Ensure guests’ special requests are followed up.
• Oversee department administration and paperwork.
• Coordinate and monitor the preparation of department operating expenses.
• Continuously improve health and safety standards.
• Anticipate and respond to guests’ requests and handle complaints promptly and to their satisfaction.
• Execute corrective action if necessary and ensure follow-through if no immediate solution can be found.
• Provide feedback to guests’ recommendations, share their ideas with staff and management, and include them in planning and operations.
• Schedule rosters and breaks to meet business demands.
• Approve overtime / undertime records in a timely manner.
• Create departmental training plans and write operating procedures.
• Supervise, direct, and lead the team to achieve department goals.
• Conduct daily briefings and disseminate company information to the team.
• Hire, train, supervise, and manage staff in all three departments.
• Support and assist departmental managers.
• Coach, motivate, counsel, and evaluate staff, encouraging participation in decision-making.
• Test and correct deviations from service procedures through on-the-job training.
• Assess service standards and arrange training sessions and refresher courses in coordination with the Trainer.
• Develop and share your vision for the department.
• Maintain effective communication with all team members through written and verbal means.
• Monitor team members’ manners and grooming according to company standards.
• Promote a work environment where employees feel valued, appreciated, involved, equal, and safe.
• Report daily progress to the direct supervisor.
• Monitor industry and market trends and recommend adjustments to services, pricing, and wages accordingly.
• Suggest creative ideas to management to enhance the department’s image and offerings.
• Interact professionally and positively with department and company team members, management, and contractors.
• Attend department and inter-department meetings, sharing relevant information.
• Encourage good relationships, promote team spirit, and ensure effective communication.
• Adhere to company policies and procedures, including the Code of Conduct.
• Maintain proper manners and grooming standards.
• Follow health and safety standards, striving for continuous improvement.
• Participate in the company recycling program and follow discipline to reduce, re-use, and recycle.
• Monitor room inventory, occupancy, and rate strategies in coordination with Revenue Management and Reservations.
• Identify, train, and implement robust upsell programs with key indicators for individuals and the team.

Qualifications

High school degree or equivalent preferred. Hospitality or related education / experience is a plus. Proficiency in Microsoft Office and familiarity with front office systems (e.g., Opera Cloud, PMS, CRM platforms) are required. Minimum of 8–10 years of leadership experience in Front Office or Rooms Division within a luxury hotel or resort. Strong organizational, interpersonal, and communication skills, with attention to detail. Ability to read, interpret documents, and respond to inquiries. Flexibility to adapt to changing priorities. Conversational English required; second language a plus.

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