JOB PURPOSE
The Front of House Director is responsible for overseeing all guest-facing operations at a luxury hospitality venue and for the Yacht Club. This role ensures the seamless delivery of five-star service, maintaining an exclusive and welcoming atmosphere for members, guests, and VIPs. The director will manage the front office, concierge, member relations, doorman, valet and housekeeping departments while implementing best-in-class service standards, staff training, and operational efficiency. The successful candidate will also co-ordinate daily with the F&B departments and marketing and events department.
JOB RESPONSIBILITIES
Guest Experience & Service Excellence:
• Lead and inspire the front-of-house team to deliver an exceptional, personalized, and luxurious guest experience.
• Develop and maintain high standards of service, ensuring all interactions reflect the exclusivity and prestige of the yacht club.
• Handle VIP guest relations, special requests, and unique service offerings.
• Address member and guest concerns and feedback with professionalism, implementing service improvements where necessary.
• Oversee the concierge team, ensuring they provide tailored experiences in accordance with members and visiting superyachts requirements.
Operations & Team Management:
• Recruit, train, and mentor front-of-house staff, including member relations, receptionists, concierge, valet, doorman and housekeeping staff and ensuring quality standards from F&B department.
• Develop and enforce standard operating procedures (SOPs) for front office, reservations, check-ins, and club access.
• Ensure smooth communication and coordination between departments, including housekeeping, food & beverage, and marina services.
• Monitor operational efficiency, ensuring seamless service during peak hours and events.
• Implement service training programs to uphold luxury hospitality standards.
Financial & Administrative Oversight:
• Manage budgets for front-of-house operations, controlling costs while maximizing revenue opportunities.
• Monitor and analyze guest feedback, utilizing data to improve service quality and member satisfaction.
• Ensure compliance with all safety, health, and licensing regulations.
• Work closely with marketing, F&B and membership teams to enhance guest engagement, promotions, and club events.
Event & Membership Engagement:
• Collaborate with the events team to execute high-profile gatherings, social events, and private functions.
• Foster strong relationships with members, ensuring a personalized experience and proactive service.
• Oversee reservations, VIP guest arrangements, and special member services
Work Environment & Expectations:
• Flexibility to work evenings, weekends, and holidays as required.
• Hands-on leadership style, engaging with guests and staff daily.
• Commitment to upholding the prestige and exclusivity of the yacht club.
Safety, Quality & Environment
• Apply safety, quality and environmental management policies, procedures, and controls to ensure employee safety, legislative compliance, delivery of high-quality products/service and a responsible environmental attitude.
Continuous Improvement
• Contribute to the identification of opportunities for continuous improvement of department’s systems, processes and practices considering ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
JOB STAKEHOLDERS (Relationship)
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Internal |
Development, Environmental, Destination Marketing, DMC, Finance & Commercial, Procurement, Asset Management, Project Delivery and Operations. |
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External |
Yacht Club de Monaco, national and international yacht club partners, industry media, hotel operators, Saudi tourism entities and eco-system. |
JOB REQUIREMENTS
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Qualification and Experience |
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Skills |
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Job Context |
The Yacht Club aims to be recognized as the unrivalled yacht club on the Red Sea coast attracting, encouraging and involving members and visitors to the destination in the enjoyment of yachting and other water-based pursuits and a shared commitment to ocean health. |
JOB COMPETENCIES
Leadership Competencies
Strategic Thinking & Vision
• Develops and implements a clear vision for the front-of-house experience, aligning with the club’s luxury standards.
• Anticipates industry trends and member expectations to enhance service offerings.
• Balances long-term goals with immediate operational needs.
Service Excellence & Member Experience
• Establishes and maintains five-star service standards for all member & guest interactions.
• Leads by example in delivering personalized, anticipatory service.
• Creates a culture of continuous improvement in member satisfaction.
• Delivers world-class, personalized member experiences aligned with luxury standards.
• Ensures seamless and consistent service across all front-of-house touchpoints.
Operational & Financial Acumen
• Efficiently manages budgets, cost controls, and revenue-generating opportunities within front-of-house operations.
• Uses data analytics to track member trends and optimize service strategies.
• Ensures seamless coordination between departments to maximize efficiency.
Team Leadership & Development
• Recruits, trains, and retains a high-performing, service-driven team.
• Fosters a positive, service-driven team culture with a focus on excellence.
• Motivates and inspires staff through clear communication and recognition programs.
• Develops succession plans and mentorship programs for team growth.
• Delegates effectively while maintaining accountability and high standards.
Emotional Intelligence & Relationship Management
• Builds strong relationships with high-net-worth members and VIP guests, ensuring exclusivity and discretion.
• Navigates complex guest interactions with diplomacy, tact, and problem-solving skills.
• Cultivates a team culture of mutual respect, collaboration, and accountability.
Crisis & Conflict Management
• Remains calm and decisive under pressure, resolving conflicts effectively.
• Develops and implements crisis management protocols for guest complaints, operational disruptions, or emergencies.
• Fosters a solutions-oriented mindset within the team.
Innovation & Adaptability
• Continuously seeks ways to improve service delivery through innovation.
• Adapts to changing guest expectations and market conditions.
• Implements technology and automation solutions to enhance the guest experience.
Brand Representation & Professionalism
• Embodies the values and image of the yacht club, maintaining a polished and professional demeanor.
• Serves as an ambassador for the club, building its reputation in the luxury hospitality space.
• Upholds discretion and confidentiality, particularly when handling VIP clientele.
Core Competencies
Communication & Interpersonal Skills
• Communicates clearly and effectively with guests, staff, and senior management.
• Demonstrates active listening and emotional intelligence in member interactions.
• Builds strong relationships with members, ensuring exclusivity and trust.
Attention to Detail & Quality Control
• Ensures every aspect of the guest journey is flawless, from arrival to departure.
• Maintains high standards in cleanliness, presentation, and ambiance.
• Conducts regular quality checks and implements continuous service improvements.
Event & VIP Management
• Oversees front-of-house operations for exclusive events and private functions.
• Provides tailored services for VIP guests and high-net-worth members.
• Coordinates with event planners, F&B teams, and marina services for seamless execution.
Technology & Systems Proficiency
• Utilizes hospitality software (PMS, CRM, reservation systems) for member management.
• Leverages digital tools to enhance the efficiency and personalization of guest services.
• Adapts to new technologies that improve service delivery and club operations.
Cultural Awareness & Adaptability
• Understands and respects diverse cultural expectations in luxury hospitality.
• Adapts to different guest preferences while maintaining the club’s service ethos.
• Continuously evolves service offerings to meet changing market trends and expectations.
Functional Competencies
Data Management
• To be able to compile and manage data that has been gathered
• Provide information to upper management through data that has been gathered Description