Front Office Manager

Reporting to the Director of Rooms the Front Office Manager is responsible for the following but is not limited to:

RESPONSIBILITIES:

• Direct and guide the Front Office team to ensure smooth and efficient operations across Front Desk Royal Service and Guest Services
• Foster a collaborative team environment by modeling best practices active listening and providing timely constructive feedback
• Achieve high levels of guest and colleague satisfaction while adhering to company policies and procedures
• Oversee and coordinate all Front Office and related operations to ensure seamless service delivery
• Build and maintain strong working relationships with key departments including Reservations Housekeeping Engineering Restaurants Sales and Conference Services
• Develop colleague schedules in line with budget guidelines ensuring optimal coverage and operational efficiency; adjust room allocation during low occupancy to maximize housekeeping productivity
• Recruit interview select and develop colleagues to build a high-performing team
• Coach and support colleagues to consistently deliver service excellence and create memorable guest experiences
• Attend pre-conference meetings and ensure all operational details are clearly communicated and executed
• Liaise with VIP and special attention guests ensuring accommodations are properly prepared; greet and escort VIPs when possible
• Support the development and maintenance of departmental manuals ensuring all materials remain current and relevant (e.g. safety procedures hours of operation promotions and service standards)
• Conduct monthly team meetings including documentation and follow-up on key actions
• Design implement and monitor colleague engagement and incentive programs to drive service quality and revenue performance
• Complete new hire and annual performance evaluations in a timely and effective manner
• Prepare and manage the departments operational budget
• Monitor track and resolve guest feedback and concerns promptly
• Develop and update job descriptions and standard operating procedures for all roles and shifts
• Perform other duties as assigned

Qualifications :

• Minimum 2 years as Front Office Manager at a luxury hotel
• Excellent knowledge of Front Office procedures
• University degree college diploma or equivalent work experience
• Must be a strong team player with proven leadership development and delegation skills
• Passionate about Guest Service and able to deliver excellent guest service skills
• Excellent written and verbal communication skills
• Highly organized career and results oriented with the ability to be flexible with hours assignments and additional duties
• Have thorough knowledge of emergency policies procedures and systems and experience in applying knowledge

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

No

Employment Type :

Full-time