Black Desert Resort, located in the stunning landscape of Southern Utah, is a luxury destination offering world-class accommodations, championship golf, elevated culinary experiences, and premium guest service. Designed for both adventure and relaxation, the resort delivers personalized experiences in an inspiring natural setting. The Front Office team is the heart of guest arrival and departure, providing seamless service and setting the tone for the guest journey.

Job Summary

The Director of Front Office leads all aspects of front-of-house operations at Black Desert Resort, including Front Desk, Bell Services, Concierge, PBX, Guest Services, and Shuttle Coordination. This leadership role is responsible for ensuring exceptional guest arrival and departure experiences, enhancing service standards, and managing team performance across multiple touchpoints. The Director of Front Office is an integral member of the Rooms Division, collaborating closely with Housekeeping, Engineering, Security, and Food & Beverage to support resort-wide service excellence.

Job Specifications

Onsite: Black Desert Resort
Shift & Schedule Availability: Year-Round / Full-Time
Pay Range: $90,000 – $105,000/year. This is the pay range we reasonably expect to pay for this position. Individual compensation decisions are based on a variety of factors.

Why Join Us

• Leadership Role: Lead a critical guest-facing department in a luxury resort environment.
• Comprehensive Benefits: Health insurance, 401(k) with match, employee dining room, paid time off, resort wellness programs, and free hotel stay program.
• Growth Opportunity: Join a growing resort brand with a commitment to innovation, service excellence, and leadership development.

• Lead and oversee all front office operations including Front Desk, Concierge, Bell Services, Shuttle Service, Guest Services, and PBX.
• Develop and implement SOPs to ensure smooth check-in/check-out procedures, reservation handling, and service recovery.
• Manage the resort shuttle operations, ensuring efficient scheduling, vehicle safety, and timely service to and from designated locations.
• Maintain staffing models and schedules to support operational needs and peak guest flow.
• Provide mentorship, coaching, and professional development for front office leadership and hourly team members.
• Resolve guest concerns and service failures with a focus on recovery, satisfaction, and loyalty-building.
• Collaborate with the Director of Rooms and other department heads on resort-wide initiatives, guest programming, and service enhancements.
• Oversee performance metrics including guest satisfaction scores, upsell revenue, call response times, and team engagement.
• Ensure strong cross-departmental communication, particularly with Housekeeping, Engineering, and Security, to fulfill guest requests.
• Manage inventory of front office equipment, supplies, and uniforms; oversee budget and cost control initiatives.
• Lead pre-shift briefings, department meetings, and interdepartmental coordination sessions.
• Support resort emergency protocols and act as MOD (Manager on Duty) as required.

• Minimum 5–7 years of front office management experience in a luxury resort or high-end hotel environment.
• Proven leadership experience managing multi-functional front office teams.
• Strong understanding of Opera or similar PMS systems, as well as Microsoft Office Suite and telephone systems.
• Exceptional communication, conflict resolution, and decision-making skills.
• Experience with transportation coordination and shuttle service operations preferred.
• Bachelor’s degree in Hospitality Management or related field preferred.

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