Director of Front Office

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:

Infinite perfect places in one perfect paradise. The modern embodiment of the spirit and soul of the Caribbean, this beachfront oasis is everything you could need in a luxury getaway. A place where smiles greet you as you step off the boat, where the crest of the sun over Nevis Peak sparkles on the waters of two oceans that meet but never cross, Nevis is a captivating combination of adventure, serenity and recreation that just waits for your discover.

About the role

The Director of Front Office is responsible for leading all Front Office operations to deliver exceptional guest experiences aligned with Four Seasons’ standards of luxury, personalization, and service excellence. This role oversees Guest Services & Front Desk ensuring seamless operations, high guest satisfaction, and strong financial performance.

What you will do

• Lead, coach, and develop the Front Office & Guest Services team, fostering a culture of luxury service, teamwork, and continuous improvement.

• Act as a role model for Four Seasons’ Golden Rule (“treat others as you wish to be treated”).

• Drive employee engagement, training, and retention strategies.

• Ensure proper staffing, scheduling, and departmental efficiency.

• Ensure all guests receive personalized, anticipatory service throughout their stay.

• Handle VIP arrivals, guest complaints, and service recovery with professionalism and discretion.

• Maintain strong relationships with repeat guests and high-profile clientele.

• Collaborate with other departments to ensure seamless guest journeys.

• Oversee daily Front Office operations including:

• Front Desk

• Guest Services / Bell Desk

• Ensure adherence to Four Seasons brand standards and SOPs.

• Monitor service quality through guest feedback, audits, and quality assurance programs.

• Maintain safety, security, and compliance standards

• Manage departmental budgets, payroll, and expenses.

• Maximize room revenue through inventory control, upselling, and yield management in collaboration with Revenue Management.

• Monitor key performance indicators (KPIs) such as:

• Occupancy

• ADR (Average Daily Rate)

• RevPAR

• Guest satisfaction scores (GES)

• Develop and implement strategies to enhance service quality and operational efficiency.

• Participate in operational meetings as a key leader of the Rooms Division.

• Support resort-wide initiatives, seasonal planning, and special events.

• Partner closely with Housekeeping, Reservations, and Revenue Management to ensure seamless room readiness and inventory accuracy.

• Conduct daily Rooms Division briefings to align on arrivals, departures, VIPs, and special requests.

• Optimize room allocation strategies to enhance guest satisfaction and maximize revenue.

• Design and continuously refine the end-to-end guest experience (pre-arrival, arrival, stay, and departure).

• Ensure pre-arrival planning for VIPs, repeat guests, and special occasions.

• Drive personalization strategies using guest history, preferences, and CRM tools.

• Develop a strong leadership pipeline within the Front Office.

• Oversee onboarding programs, SOP training, and service culture workshops.

• Conduct regular performance evaluations and succession planning.

What you bring

Education & Experience

• Bachelor’s degree in Hospitality Management or related field preferred.

• 7–10+ years of luxury hotel experience, with at least 3–5 years in a senior Front Office leadership role.

• Prior experience with luxury brands strongly preferred.

Skills & Competencies

• Exceptional leadership and team development skills.

• Strong problem-solving and decision-making abilities.

• High emotional intelligence and guest-focused mindset.

• Excellent communication and interpersonal skills.

• Financial acumen and operational expertise.

• Ability to work in a fast-paced, multicultural environment.

Key Attributes

• Passion for luxury hospitality and service excellence

• Detail-oriented and highly organized

• Flexible and adaptable to a resort environment

• Strong cultural awareness and interpersonal sensitivity

What we offer:
• Competitive Salary, wages, and a comprehensive benefits package
• Excellent Training and Development opportunities
• Employee Discount for stays at any Four Seasons worldwide
• Complimentary Dry Cleaning for Employee Uniforms
• Complimentary Employee Meals

Schedule & Hours:

• Full Time