Job Description
Director of Front Office - El Encanto, Santa Barbara
El Encanto, Santa Barbara is seeking an experienced and service-driven Director of Front Office to lead our Guest Services and Valet operations. Reporting directly to the Resort Manager, this key leadership position is responsible for delivering exceptional guest experiences, driving operational excellence, and leading a high-performing front-of-house team within one of California's premier luxury resort destinations.
The Director of Front Office oversees all aspects of the guest arrival and departure experience, Front Desk operations, Guest Services, Concierge functions, transportation coordination, and Valet services while ensuring the highest standards of luxury hospitality are consistently achieved.
Guest Experience \& Service Excellence
- Lead and inspire teams to deliver personalized, memorable, and seamless guest experiences.
- Ensure all guest requests, VIP arrivals, special accommodations, and service recovery opportunities are executed with excellence.
- Respond to and resolve escalated guest concerns while maintaining the highest level of guest satisfaction.
- Monitor guest feedback, service scores, and operational metrics to drive continuous improvement.
Leadership \& Team Development
- Provide leadership, coaching, and performance management for Guest Services and Valet leadership teams.
- Recruit, train, develop, and retain exceptional hospitality professionals.
- Foster a positive, collaborative, and service-oriented culture throughout the department.
- Partner with hotel leadership to support employee engagement, development, and recognition initiatives.
Operations \& Financial Management
- Oversee daily Front Office, Guest Services, and Valet operations to ensure efficiency and service excellence.
- Collaborate with Revenue Management and operational leaders to maximize occupancy, revenue opportunities, and guest satisfaction.
- Manage departmental labor, scheduling, budgets, and operating expenses.
- Ensure compliance with hotel policies, financial controls, and operational procedures.
Operational Leadership
- Serve as a visible leader throughout the property and as Manager on Duty when assigned.
- Partner closely with Housekeeping, Engineering, Food \& Beverage, Spa, and Sales teams to ensure seamless operations.
- Support emergency response efforts and maintain a safe, secure, and professional environment for guests and employees.