DIRECTOR OF FRONT SERVICES

ROSEWOOD

CALISTOGA OUR PURPOSE AND CULTURE

We are driven to create a future where people and place enrich one another. We are wholly committed to rooting ourselves more deeply in every place we are in while setting new benchmarks for positive impact. As a pioneering collective with a common purpose, we curate extraordinary moments and honor the soul of every place along our journey. At Rosewood Hotel Group, we answer The Calling. Together, we Make the Place.

THE TEAM

At Rosewood Calistoga, our Rooms Division is dedicated to crafting seamless, personalized experiences that reflect the spirit of Napa Valley while delivering the exceptional standards synonymous with Rosewood Hotels & Resorts®. As Director of Front Services, you will lead a passionate team responsible for every arrival, departure, and guest interaction throughout the stay experience. Reporting to the Director of Rooms, you will oversee Front Desk, Concierge, Bell Services, Valet, and Service Center operations while collaborating closely with Guest Experience, Housekeeping, Food & Beverage, Spa, Engineering, Sales & Marketing, and other key departments. Together, you will create memorable experiences that foster meaningful connections with our guests and community.

YOUR ROLE

As Director of Front Services, you will provide strategic leadership and operational oversight for all Front Office functions, ensuring every guest journey is seamless, personalized, and reflective of Rosewood's commitment to exceptional hospitality. You will champion service excellence, lead a high-performing team, and drive operational performance through thoughtful planning, strong financial stewardship, and a culture of continuous improvement. This highly visible leadership role plays a critical part in shaping guest satisfaction, associate engagement, and the overall success of Rosewood Calistoga as a premier luxury destination.

HOW YOU'LL MAKE THE PLACE

Lead and elevate all Front Office operations, including Front Desk, Concierge, Bell Services, Valet, and Service Center functions. Inspire a culture of personalized luxury service that consistently exceeds guest expectations and creates memorable experiences. Develop and execute departmental strategies, budgets, forecasts, and operational plans that support business objectives. Drive operational efficiency by managing labor, productivity, revenues, and expenses while maintaining exceptional service standards. Champion Forbes Travel Guide, LQA, and Rosewood brand standards across all guest touchpoints. Lead guest satisfaction initiatives by proactively responding to feedback, identifying trends, and implementing meaningful improvements. Recruit, coach, mentor, and develop a high-performing team while fostering engagement, accountability, and career growth. Build strong partnerships across the hotel and within the local community to enhance the guest experience and support operational success.

COULD THIS BE YOU?

You are an inspiring leader with a successful background in luxury Front Office, Guest Experience, or Rooms Division operations. You bring strong financial and operational acumen and are confident managing budgets, labor performance, and service delivery. You are a collaborative relationship builder who communicates with confidence, professionalism, and authenticity. You have a genuine passion for creating exceptional guest experiences and maintaining the highest level of attention to detail. You thrive in dynamic environments and enjoy developing systems, service standards, and innovative ways to elevate performance. You are passionate about coaching and developing talent while creating an inclusive and engaging workplace culture. You have experience within luxury hospitality environments, with pre-opening experience considered a strong advantage. You possess strong language and communication skills, with bilingual English and Spanish capabilities viewed favorably.

OUR BENEFITS

As part of our team, you'll enjoy a thoughtfully designed benefits package that supports your wellbeing, professional growth, and life beyond work. This includes medical coverage, retirement benefits, paid time off, complimentary room nights, learning and development opportunities, global career opportunities, and industry-leading paid parental leave supporting eligible associates across all paths to parenthood.

OUR COMMITMENT TO YOU

At Rosewood Hotel Group, your voice is heard and valued. We're a community that encourages associates to be themselves, not fit into a fixed culture, and this philosophy shines through in our commitments to reflect and honor the history, culture and geography of our destinations. We're not only committed to building and nurturing genuine, long-lasting relationships but to transforming them, and our Diversity, Equity and Inclusion (DEI) strategy helps put these principles into practice.

PAY TRANSPARANCY

The salary range for this position is $120,000 - $130,000 annually. This is the pay range for this position that the company reasonably expects to pay. This position may be eligible for bonuses. Decisions regarding individual salaries will be based on several factors, such as experience, type of experience, location, and education. 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