Director of Front of House

hace 4 días

Mallorca Illes Balears provincia, España Aethos A tiempo completo

**Who We Are**:
Extraordinary places, passionate people, and shared learning experiences: this is Aethos. We believe that traveling and hospitality should leave a lasting positive impact on the mind, body, and soul. That's the reason why we choose our locations very carefully and work together with people who want to be part of a community instead of just ”having a job”. Everyone who works at Aethos can make a personal impact on the community and company - great ideas can come from anywhere. We are a young and dynamic hospitality company that understands the value of time with friends and loved ones. We make a conscious choice towards sustainability and wellbeing, and the luxury of time and space. We stand for freedom from the stresses and anxieties of modern life. We want to be the first choice for anyone who seeks respite and refuge from the boring, the stressful, and the unsustainable. That‘s why we define hospitality differently: while all of our decisions should be made with the community and needs of our guests in mind, we always thrive to create a community that we want to be part of and that improves the world around us. We invite you to be part of our story.

**Our Hotels and Clubs**:
Aethos currently operates six properties and with more openings coming in 2025. The hotels in its portfolio currently includes Aethos Milan, Aethos Monterosa (located in the Italian Alps), Aethos Saragano (in Umbria), Aethos Sardinia, Aethos Corsica, and Aethos Ericeira (north of Lisbon). Coming in 2025, Aethos Mallorca (June 2025) and Aethos Madrid (2026). The portfolio consists of a mix of urban and leisure destinations, all aimed at providing an exceptional guest experience. Aethos has also recently opened its first members club in Milan, marking the beginning of its global network of members clubs. Aethos aims to create a collection of properties that will serve as clusters for its members and guests to enjoy. These clusters will comprise a city destination and a countryside or seaside destination within driving distance, offering a diverse range of experiences. The first of these clusters is located in Milan and Monterosa, and the next cluster will be in Lisbon and Ericeira.

Position Overview:
The **Director of Front of House (FoH)** will lead all guest-facing operations, ensuring seamless service delivery that reflects the property’s 5-star standards. This role oversees departments such as Front Office, Concierge, Guest Services, and Valet, ensuring personalized, exceptional experiences for all guests. As a key member of the leadership team, the Director of FoH drives operational excellence, fosters team development, and upholds the brand's commitment to luxury and authenticity.

**Key Responsabilities**:

- ** Guest Experience and Service Excellence**:

- Oversee all front-of-house operations, including reception, guest experience and bellboys
- Ensure the highest levels of personalized guest service, anticipating and exceeding guest expectations
- Develop and implement service strategies to enhance the guest journey, from pre-arrival to post-departure.
- Handle VIP guests, resolving escalated issues with discretion and professionalism.
- Collaborate with the F&B, Housekeeping, and Spa teams to deliver cohesive, luxurious guest experiences.
- **
Leadership and Team Development**
- Recruit, train, and mentor a team of guest-facing professionals, fostering a culture of excellence and accountability.
- Conduct regular team performance reviews, providing constructive feedback and growth opportunities.
- Lead by example, embodying the hotel's values and service Aethos.
- **
Operational Management**
- Monitor front-of-house operations to ensure efficiency, from check-in/check-out procedures to guest inquiries and billing accuracy.
- Manage departmental budgets, ensuring cost control while maintaining 5-star service standards.
- Analyze guest feedback and reviews, identifying areas for improvement and implementing solutions.
- Oversee compliance with health, safety, and GDPR regulations in all guest interactions.
- **
Strategic Initiatives**
- Develop innovative programs and partnerships to elevate the guest experience (e.g., bespoke tours, local cultural immersion).
- Drive sustainability initiatives within the front-of-house operations.
- Collaborate with the Sales and Marketing team to enhance guest retention through loyalty programs and personalized offers.

**Essential Skills and Experience**

Proven experience as a Front Office Manager, Director of Front Office, or similar role in a luxury hotel environment.

Deep understanding of 5-star hospitality standards, particularly in boutique or lifestyle properties.

Strong leadership skills with a track record of team motivation and development.

Fluency in English and Spanish; additional languages ( German or French) are highly desirable.

Proficiency with hotel management software ( Opera, Mews) and CRM tools.

Exceptional problem-solving and conflict-resolution

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