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 department’s 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

• 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

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