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 ServicesFoster a collaborative team environment by modeling best practices, active listening, and providing timely, constructive feedbackAchieve high levels of guest and colleague satisfaction while adhering to company policies and proceduresOversee and coordinate all Front Office and related operations to ensure seamless service deliveryBuild and maintain strong working relationships with key departments, including Reservations, Housekeeping, Engineering, Restaurants, Sales, and Conference ServicesDevelop colleague schedules in line with budget guidelines, ensuring optimal coverage and operational efficiency; adjust room allocation during low occupancy to maximize housekeeping productivityRecruit, interview, select, and develop colleagues to build a high-performing teamCoach and support colleagues to consistently deliver service excellence and create memorable guest experiencesAttend pre-conference meetings and ensure all operational details are clearly communicated and executedLiaise with VIP and special attention guests, ensuring accommodations are properly prepared; greet and escort VIPs when possibleSupport 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 actionsDesign, implement, and monitor colleague engagement and incentive programs to drive service quality and revenue performanceComplete new hire and annual performance evaluations in a timely and effective mannerPrepare and manage the department’s operational budgetMonitor, track, and resolve guest feedback and concerns promptlyDevelop and update job descriptions and standard operating procedures for all roles and shiftsPerform other duties as assigned
