Director of Front Office - Chicago
2 days ago
Job description
POSITION:
Director of Front Office
DEPARTMENT:
Rooms Division
REPORTS TO:
Assistant Manager
Position Summary
The Director of Front Office is responsible for the overall leadership, operation, and service standards of the Club's front-facing departments, including the Front Desk, Bell Services, Security, and PBX/Communications.
This role ensures exceptional and seamless member and guest experience while maintaining operational excellence, safety, and effective communication across all points of arrival and contact.
This position serves as a highly visible, hands-on leader who sets service expectations, develops teams, and ensures front office operations align with the Club's culture, values, and service philosophy.
Leadership & Staff Management
Provide direct oversight of front desk, bell services, security, and PBX managers, supervisors, and staff.
Recruit, hire, onboard, train, and develop front office team members in partnership with Human Resources.
Establish clear performance standards and provide consistent coaching, feedback, and corrective action when necessary.
Create and manage department schedules to ensure appropriate coverage while controlling labor costs.
Conduct performance evaluations and support employee engagement, development, and succession planning.
Member & Guest Experience
Ensure a consistent professional, welcoming, and secure experience for all members and guests across all front-of-house touchpoints.
Oversee arrival, departure, access control, and communication processes to ensure efficiency and hospitality excellence.
Address and resolve escalated member and guest concerns with discretion, professionalism, and sound judgment.
Empower front office staff to resolve issues within established guidelines while upholding Club standards.
Maintain a strong on-floor presence to observe service delivery and support staff in real time.
Operations & Standards
Develop, maintain, and enforce policies, procedures, and service standards for front desk, bell services, security, and PBX operations.
Oversee daily operations including reservations, billing accuracy, member access, safety protocols, communications, and information flow.
Ensure security coverage and procedures support a safe and welcoming environment for members, guests, and staff.
Monitor operational performance and implement improvements to enhance efficiency, service quality, and consistency.
Ensure all front office systems and technologies are used correctly and consistently.
Collaboration & Communication
Work closely with Housekeeping, Engineering, Membership, Events, Food & Beverage, Finance, and other departments to ensure seamless Club operations.
Partner with Security leadership to align safety procedures with service expectations.
Ensure PBX and communications teams effectively support member needs and internal coordination.
Communicate operational updates, service issues, and priorities clearly and proactively.
Participate in management meetings and contribute to broader Club initiatives and strategic goals.
Administrative & Financial Responsibilities
Monitor labor costs and manage front office budgets within established guidelines.
Ensure accurate timekeeping, payroll submission, and departmental reporting.
Maintain compliance with Club policies, employment laws, and safety and security standards.
Qualifications
Education and Experience
Bachelor's degree preferred or equivalent combination of education and experience.
Minimum of 5 years of leadership experience in a private club, hotel, or high-service hospitality environment.
Prior experience managing front desk or guest services operations required; experience overseeing security, bell services, or communications teams strongly preferred.
Skills and CompetenciesStrong leadership and people management skills.
Excellent interpersonal, communication, and conflict resolution abilities.
Sound judgment and discretion when handling sensitive member matters.
Strong organizational, operational, and problem-solving skills.
Ability to remain calm, professional, and effective in a fast-paced, high-expectation environment.
Physical Requirements
Ability to stand and walk for extended periods.
Ability to occasionally lift up to 20 pounds.
Ability to work evenings, weekends, and holidays as required by Club operations.
Work Environment
This position operates primarily in a member-facing, front-of-house environment and requires frequent interaction with members, guests, and staff across the Front Desk, Bell Services, Security, and PBX operations.
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