Job Purpose
The Front of House
Manager ensures a welcoming, calm, and well-coordinated environment in the
resort’s public guest-facing areas, particularly the lobby and
arrival/departure zones. This role serves as the primary on-floor escalation
point for guest concerns and service recovery, resolving issues directly and
ensuring guests feel heard, valued, and supported.
The FOH Manager acts
as a visible hospitality ambassador, working closely with the Front Office and
Guest Relations teams to maintain service flow, communication clarity, and
guest comfort during key interaction moments.
Key Responsibilities
Guest Presence & Floor Leadership
- Maintain a strong, visible presence in the lobby
and high-traffic guest areas throughout key arrival and departure periods.
- Serve as a point of approach for guests seeking
support, clarification, or assistance.
- Proactively observe guest mood, service flow,
queues, and pressure points, and intervene when needed to restore calm and
efficiency.
Complaint Handling & Service Recovery
- Serve as the first contact for escalated guest
concerns, managing resolution with empathy, discretion, and ownership.
- Apply service recovery gestures and compensation
in line with policy and situation sensitivity.
- Ensure recovery communication is completed and
logged to GR / FOM systems for follow-up and trend reporting.
Support for Guest Flow & Lobby Operations
- Assist in managing arrival and departure pace,
queue pressure, and guest movement coordination.
- Support Front Office and Guest Relations teams
by guiding guests to the right assistance points and helping resolve
bottlenecks.
- Ensure public areas reflect standards of
presentation, atmosphere, and brand identity.
Communication & Coordination
- Communicate real-time guest issues to the
relevant department for follow-up (GR, FO, HSK, F&B, Engineering as
needed).
- Participate in briefings and relay insights from
guest interactions to support service improvement.
- Maintain and update the guest recovery log,
ensuring accuracy and clarity of information.
Team Support & Coaching
- Provide on-floor coaching to FO, GR, and lobby
teams regarding tone of voice, body language, guest approach style, and
emotional intelligence.
- Role-model calm, confident, and respectful guest
communication behavior.
- Support seasonal integration of new team members
through presence, listening, and guidance.
Accountability
- Fully accountable for guest service atmosphere
and service recovery execution in front-of-house areas.
- Responsible for maintaining a
hospitality-centered, calm, and positive tone in guest interaction zones.
- Ensures escalations are handled professionally
and followed through.