The Front Office Manager position will oversee all Front Office operations, including Front Desk, Guest Services, and PBX. Ensure seamless guest experiences from arrival to departure by maintaining high service standards, resolving concerns promptly, and optimizing team performance. Responsible for staffing, training, budgeting, and operational excellence across all front-facing departments. Acts as a key leader in driving guest satisfaction, operational efficiency, and team development.As Front Office Manager, you will:Lead and manage all Front Office departments; Front Desk, Guest Services, and PBX, ensuring cohesive operations and exceptional guest serviceOnboard, train, and terminate front office personnel, maintaining a high-performing and service-oriented teamResolve guest complaints and service issues with empathy and efficiency, ensuring timely follow-up and long-term solutionsOversee scheduling, payroll, and labor management, balancing operational needs with budgetary goalsProduce accurate room forecasts and collaborate with Revenue and Reservations teams to optimize occupancy and rate strategyMaintain and manage the operational budget, identifying cost-saving opportunities without compromising service qualityReview nightly audit reports for accuracy and compliance, ensuring financial integrity and smooth transitions between shiftsDevelop and deliver training programs for Front Office, Guest Services, and PBX teams, aligned with service standards and brand expectationsAct as Manager on Duty, representing resort leadership and supporting all departments during assigned shiftsChampion guest satisfaction platforms (e.g., Medallia, Google Reviews, Expedia), analyzing feedback and implementing strategies to elevate service scores across all touchpointsOther duties as assigned
