Director, Front Office

Why Work at Hotel Vin?

At Hotel Vin, Autograph Collection, we don't just offer jobs—we create opportunities to thrive in a dynamic, culture-driven environment. Located in the heart of Grapevine, Texas, our luxury boutique hotel blends world-class service with a passion for unforgettable guest experiences. Hotel Vin features 120 elegantly designed guest rooms, the renowned Bacchus Kitchen + Bar, and a premier wine experience celebrating the region's rich heritage. As part of Harvest Hall, a European-style food hall, and with state-of-the-art event spaces and a rooftop terrace, Hotel Vin is the perfect blend of luxury, innovation, and hospitality.

Job Title: Director of Front Office

Reports to: Director of Operations

Location: Hotel Vin, Autograph Collection — Grapevine, TX

Summary

The Director of Front Office will lead all front-of-house guest service operations (including Front Desk, Guest Services/Concierge, Bell/Valet, Arrival/Departure functions), ensuring exceptional guest experience, operational efficiency, brand compliance (Autograph Collection standards), and financial performance. They will be the face of the guest arrival/departure journey and a key member of the hotel leadership team.

Key Responsibilities

• Lead, develop and manage the Front Office (and related guest services) teams: recruitment, training, performance management, recognition, scheduling and staffing levels.
• Oversee guest arrival, check-in, stay and departure experiences, ensuring seamless transitions, personalized service and adherence to brand standards.
• Monitor guest satisfaction metrics (e.g., guest comment cards, online reviews, brand audits) and develop/execute action plans for improvement.
• Collaborate with Rooms, F&B, Sales, Engineering and other departments to support the overall guest experience and hotel flow.
• Manage departmental budgets: payroll, controllables (supplies, amenities), forecasting, expense control and cost‐efficiency.
• Ensure front office operations comply with property management system protocols (e.g., reservations, room status, cash handling, key control, accounts).
• Maintain a visible presence in the lobby and guest arrival areas, actively engaging with guests and associates to model service culture.
• Oversee security, safety and risk protocols relating to guest arrival/departure, front desk operations and guest services.
• Participate in strategic planning for the departments: setting goals, reviewing performance, identifying opportunities for revenue enhancement (upselling, loyalty, ancillary services).
• Handle guest issues and escalations: ensure timely resolution and appropriate follow-up to protect brand standards and guest loyalty.
• Ensure full staffing coverage (including nights, weekends, holidays) and flexible schedule to support high-volume or special event periods.
• Implement and enforce Standard Operating Procedures (SOPs) for front office functions; ensure consistent training and adherence.
• Provide regular reports to senior leadership: performance metrics, budget vs actual, staffing levels, guest satisfaction insights.

Qualifications & Skills

• Bachelor's degree in Hospitality Management, Business Administration or related field preferred (or equivalent experience).
• Minimum of 4–6 years (or more) of progressive leadership experience in front office/guest services operations at an upscale or luxury hotel brand. (Similar to roles described in large hotel chains).
• Strong interpersonal and communication skills; ability to lead, influence and motivate a diverse team.
• Demonstrated financial acumen: budgeting, forecasting, cost control.
• Proven ability to manage guest satisfaction, brand standards audits and operational performance.
• Experience with LIGHTSPEED property management systems (PMS), GXP and front office technologies.
• Excellent problem solving, decision making and service recovery skills.
• Flexibility to work irregular hours: nights, weekends, holidays, and special events.
• A service-oriented mindset with a strong guest focus, high energy and sense of urgency in operations.

Working Conditions

• Full-time, exempt leadership role based on site.
• Regular presence in lobby/front desk areas, guest arrival/departure zones and during peak periods.
• Frequent interaction with other departments and senior leadership.
• Ability to handle fast-paced environment and adapt to changing business needs.

Key Metrics of Success

• Guest Satisfaction Scores / Guest Review Indexes
• Front Office controllable costs vs budget
• Employee engagement/retention in the front office team
• Accuracy of rooms revenue & arrival/departure metrics
• Compliance with brand standards audits, safety and security protocols
• Smooth integration of front office operations with other departments (e.g., arrival, valet, concierge, bell services)