Director of Front Office Operations

Director of Front Office
The Sunny – Sunny Isles Beach, Florida
Full-Time | Leadership Role | Opening Team
About The Sunny
Sitting right on the sand in Sunny Isles Beach, The Sunny is more than a hotel—it's a place shaped by genuine hospitality, thoughtful design, and the kind of moments people want to return to. And we're building a team who knows how to bring that feeling to life, one exceptional guest experience at a time.

Position Summary
The
Director of Front Office
oversees all Front Office operations, ensuring an exceptional arrival, stay, and departure experience for every guest. This role leads the Front Desk, Concierge, Guest Services, PBX, and Bell/Valet teams. The Director will also support pre-opening efforts, including hiring, training, service standards, and operational readiness for both soft and grand openings.

You will set the tone for hospitality at The Sunny being warm, genuine, anticipatory, and seamless.

Key Responsibilities
Leadership & Team Development

• Hire, train, and lead all Front Office team members for opening and ongoing operations
• Create a culture of hospitality rooted in warmth, guest care, and accountability
• Conduct daily line-ups, performance coaching, and ongoing service training
• Develop departmental schedules, labor strategies, and onboarding workflows

Guest Experience

• Oversee all guest arrival and departure procedures ensuring a welcoming and efficient experience
• Resolve guest concerns with empathy, urgency, and elevated service recovery
• Maintain Forbes and brand-level service standards while ensuring a relaxed, approachable tone unique to The Sunny
• Partner closely with Rooms, Housekeeping, Security, and Food & Beverage to ensure seamless operations

Operational Excellence

• Establish all Front Office SOPs, checklists, and operating standards for the grand opening
• Lead daily departmental operations including check-ins, room allocation, inventory management, and VIP handling
• Ensure lobby, front drive, and public area appearance aligns with brand expectations
• Manage departmental budgeting, expenses, forecasting, and financial reporting
• Maintain compliance with all safety, security, and local regulations

Technology & Systems Management

• Oversee PMS operations, key systems, and guest communication platforms
• Partner with IT and Finance on credit policies, billing procedures, and system optimization
• Ensure accuracy of guest profiles, preferences, and service notes

Pre-Opening & Project Work

• Support brand training, culture onboarding, and opening service standards
• Lead operational planning for soft opening, mock service, and grand opening execution
• Collaborate with Talent Acquisition on staffing needs, job fairs, and candidate evaluation

Qualifications

• 5+ years of leadership experience in Front Office or Rooms Operations within a luxury or lifestyle hotel brand
• Proven success managing teams in high-volume or resort environments
• Strong understanding of PMS systems, room inventory strategy, and guest experience workflows
• Exceptional interpersonal, communication, and conflict-resolution skills
• Ability to work flexible schedules including evenings, weekends, and holidays
• Pre-opening or grand-opening experience preferred
• Forbes or luxury service background highly desirable
• Valid Florida Driver's License; ability to meet any additional local requirements

Why Join The Sunny

• Be part of the founding leadership team shaping an iconic new resort
• Create a guest experience centered on warmth, connection, and elevated coastal living
• Growth opportunities within a forward-thinking hospitality group
• Competitive salary, benefits, and performance incentives

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