Assistant Director of Front Office - The Ben Hotel

The Ben, Autograph Collection, invites you to join our team in West Palm Beach, Florida, in partnership with Sage Hospitality Group.

At The Ben luxury is intentional style carries substance and service is approached as an art form. Set along the Intracoastal in the heart of West Palm Beach The Ben, Autograph Collection attracts those who value elevated experiences thoughtful design and the quiet confidence of doing things exceptionally well. This is a place where professionals find purpose in shaping meaningful moments where presence precision and passion define every guest interaction.

For an Assistant Director of Front Office this role sits at the center of the guest journey and the heartbeat of daily operations. You partner closely with Front Office leadership to ensure seamless performance across the front desk guest services and concierge functions while guiding a team dedicated to intuitive polished and anticipatory service. From managing arrivals and VIP experiences to resolving guest needs with discretion and care you ensure every touchpoint reflects the refinement and spirit of The Ben.

As part of Marriott’s Autograph Collection and operated by Sage Hospitality Group the hotel carries the legacy of Byrd “Birdie” Dewey and her historic Ben Trovato Estate where individuality and sophistication once defined every gathering. Today that spirit lives on in a waterfront setting overlooking the marina and Intracoastal Waterway where service and atmosphere blend effortlessly. In this role you help shape a luxury experience that is seamless personal and unforgettable.

In a luxury hospitality environment, this role oversees the seamless operation of all room-related areas to ensure an elevated and consistent guest experience while supporting strong financial and operational performance. It balances guest satisfaction, employee engagement, and ownership expectations through thoughtful leadership and attention to detail.

You serve as the primary point of contact for arriving, departing, and in-house guests, delivering timely information and resolving inquiries or concerns with professionalism, warmth, and discretion. Every interaction is an opportunity to reinforce a sense of comfort, trust, and effortless service.

This position also leads the daily operations of Guest Services, front office, security, and the gift shop. By guiding and supporting the team, you create a safe, efficient, and polished environment where service excellence is consistently delivered and every guest touchpoint reflects a refined luxury standard.

• Assist managing human resources functions in the division in order to attract, retain and motivate the employees; interview, hire, train, develop, empower, coach and counsel, conduct performance and salary reviews, resolve problems, provide open communication vehicles, discipline and terminate, as appropriate.
• Manages check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guests are satisfied and in rooms as requested. May need to fill in for various roles within the rooms department as the demands of business requires (Front Office and Housekeeping roles).
• Manages guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
• Monitors and regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
• Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
• Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
• Maximizing revenue in each phone/desk transaction. (Sell from the top down and offer specials last)
• Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
• Manages the standard procedures for cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality.
• Maintains a friendly, cheerful and courteous demeanor at all times.
• Ensures that the overall operation of the front desk is completed daily.
• Implement emergency organization procedures and training through the management of the security staff to ensure appropriate protection for hotel guests, staff and company assets.
• Works closely with housekeeping and maintenance to ensure property is maintained.
• Hiring, motivating and training of staff.
• Performs other duties as assigned, requested or deemed necessary by management.

Education/Formal Training

A four year college degree or equivalent education/experience.

Experience

Three to five years of employment in a related position with this company or other organization(s).

Knowledge/Skills

• Experiential knowledge required for management of people and complex problems.
• Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches.
• Ability to make decisions with only general policies and procedures available for guidance.
• Supervisory/management skills.
• Must possess communication skills in terms of the ability to negotiate, convince, sell and influence professionals and/or hotel guests.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Lifting, pushing, pulling and carrying -must be able to accomplish any task required of associates within assigned departments.
• Bending/kneeling -must be able to accomplish any task required of associates within assigned departments.
• Mobility -must be able to accomplish any task required of associates within assigned departments.
• Continuous standing -must be able to accomplish any task required of associates within assigned departments.
• Climbing up to approximately 40 steps 1% of 40 hour week. Climbing ladders up to approximately 5 feet 15% of 40 hour week.
• Driving required as necessary.
• Excellent communication skills are required to communicate both in person and via telephone with guests, associates and corporate contacts in a professional and extensive manner.
• Excellent literacy is required.

Environment

Inside hotel and office environment 95% of shift.

• Unlimited paid time off
• Eligible to enroll in medical insurance with employer covering up to 70% of premiums with wellness credit
• Eligible to enroll in dental insurance with employer contribution towards premiums & vision insurance
• Eligible to participate in the Company’s 401(k) program with employer match
• Eligible to enroll in Health savings accounts or Flexible Spending Accounts
• Company paid Basic Life and AD&D insurance coverage, with option to enroll in additional coverage
• Eligible to purchase Pet Insurance, Accidental Insurance, Critical Insurance and Hospital Indemnity Insurance
• Company-paid short-term disability
• WINFertility guidance for those enrolled in Sage medical plan
• Calm Health Application Subscription
• Tuition Reimbursement of up to $2,000 per calendar year
• Employee Assistance Program
• Great discounts on Hotels, Restaurants, and much more.
• Eligible to participate in the Employee Referral Bonus Program. Up to $1,000 per referral.