About Westgate Lakes Resort & Spa:
The beautiful lakefront Westgate Lakes Resort & Spa offers you the perfect opportunity to meet and share stories with guests who arrive from around the world to experience Central Florida’s world-famous theme parks and attractions. Enjoy the surroundings and excitement that our world-class resort offers when you join the Westgate Lakes team.

The Director of Front Office oversees all Front Office departments including the Front Desk, PBX, Concierge and Guest Service. Ensures guest satisfaction within all facets of the Front Office operation. Resolves guest concerns in a professional and efficient manner. Incumbents for this role must understand that this is an evolving senior leadership position within the property and must be able to adapt to any situation as well as consistently provide feedback and generate ideas to improve guest and team member engagement. The Director of Front Office must understand the difference between a leader and a manager then be or become the former.

As a Front Office Director you will:

• Lead Managers, Supervisors and front-line team members in the Front Desk, PBX, Concierge and Guest Services departments.
• Responsible for the overall direction, coordination, and evaluation of these units. Carries out leadership responsibilities in accordance with the organization's policies and applicable laws.
• Provides exemplary customer service both personally and through his/her entire staff to resort guests
• Has a full and complete understanding of Forbes standards and, is able to hold self and staff accountable to those standards on a consistent basis.
• Innovates and executes on process improvements, guest enhancements and employee engagement.
• Manage room product and inventory.
• Work with the Engineering department on room PM, general maintenance and large projects.
• Champion continuous improvement up to and beyond Forbes 5 star service standards.
• Must be proficient in all procedures, systems and processes within departments to be able to alleviate guest and team member concerns and provide the most efficient and seamless operation possible. Systems include the property PMS, HotSOS, Medallia, Salto, Kipsu, Office 365 programs, Fusion and others as needed.
• Have an analytic mindset to identify and correct/improve processes, procedures, and systems.
• Understands and ensures that the arrival and departure process is seamless and involves all departments under the current purview.
• Break down silos and build relationships with other departments to ensure that we are working as a property and not as individual departments. Have and maintain a ‘global’ outlook on the success of the property.
• Assist in the annual budgeting process for all departments that fall under the Front Office Director purview.
• Oversee bi-weekly payroll
• May be required to step in to assist departments by performing the duties of direct reports. Examples include but are not limited to check-in/out, valet parking, managing luggage, assisting with guest reservations etc.
• Serves as a Manager-On-Duty for the resort in the absence of the Director of Operations or General Manager
• Consistently monitor Medallia, TripAdvisor and other social platforms and address concerns that are brought forward.
• Ensure that guest concerns are logged into the guest’s profile and recover all guest concerns prior to guest departure.
• Other duties as assigned.

Qualifications

To perform this job successfully, you must have excellent communication skills and be able to read, write and speak English fluently. Additionally, the person must possess and adhere to the following core values: 

• Integrity 
• Passion
• Work Ethic 

• At least 3 years Management experience with 2 of them being in a hospitality capacity
• 2 years of experience leading a team of at least 20 employees
• Forbes Travel guide experience preferred, but not required
• Must possess a passion for hospitality
• Bachelors or Associates degree preferred; 3 years related experience and/or training; or equivalent combination of education and experience.
• Must be able to lift 35lbs and work in outdoor weather conditions
• Strong written and verbal communications skills with the ability to interact with all levels of team members and guests in an attentive and service-oriented manner
• Must be at least 18 and have a valid driver’s license to drive company golf carts
• Westgate Resorts is a Smoke and Tobacco-Free workplace. Except where prohibited by law, applicants who smoke or use tobacco products will not be considered for positions at Westgate
• Required to pass a background check, drug test, and prove eligibility to work in the United States

Why Westgate?

• Comprehensive health benefits – medical, dental and vision
• Paid Time Off (PTO) – vacation, sick, and personal
• Paid Holidays
• 401K with generous company match
• Get access to your pay as you need it with our Daily Pay benefit
• Family benefits including pregnancy, and parental leave and adoption assistance
• Wellness Programs
• Flexible Spending Accounts
• Tuition Assistance
• Military Leave
• Employee Assistance Program (EAP)
• Life, Disability, Accident, Critical Illness & Hospital Insurance
• Pet Insurance
• Exclusive discounts for Team Member (i.e., hotels, cruise, resorts, restaurants, entertainment, etc.) 
• Advancement & development opportunities
• Community Involvement Programs

Westgate Resorts is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status or any other protected status under federal, state or local law. If you have a disability and believe you need a reasonable accommodation in order to complete your application or any part of the recruiting process, please email [email protected] with the job title and the location of the position for which you are applying.