Job Purpose
To lead and manage the
Front Office operation, ensuring a seamless arrival, stay, and departure
experience for all guests. The Front Office Manager holds full accountability
for service delivery, team culture, guest communication, and the accuracy of
administrative and financial processes at the front desk.
The role plays a
central part in building a stable and returning seasonal team, fostering
professional standards and a culture of warmth, efficiency, and guest focus.
Key Responsibilities
Guest Services & Operational Leadership
- Oversee all Front Office processes
including check-in, check-out, room assignment, billing accuracy, and guest
communications to ensure smooth, efficient, and professional operation.
- Maintain a visible presence in the
lobby and reception areas, particularly during peak arrival and departure
periods.
- Ensure compliance with resort service
standards, identity verification policies, safety procedures, and data privacy
regulations.
Team Leadership & Seasonal Continuity
- Recruit, onboard, train, and evaluate
Front Office team members, ensuring strong service execution and adherence to
standards.
- Foster a positive workplace culture
that encourages teamwork, responsibility, and seasonal return of
high-performing employees.
- Deliver daily briefings and ensure
effective communication and knowledge transfer between shifts.
Guest Experience & Service Recovery
- Monitor guest satisfaction indicators
and address issues or complaints with discretion, empathy, and timely
resolution.
- Work closely with Guest Relations to
ensure personalized service and proactive handling of VIPs, special occasions,
and guest preferences.
- Promote consistency in guest
communication tone, approach, and problem-solving style.
Coordination with Other Departments
- Ensure effective communication with
Housekeeping for room readiness, priorities, special requests, and guest
movement planning.
- Collaborate with Maintenance,
Security, and F&B teams to support seamless guest experiences throughout
the stay.
- Participate in operational planning
for resort occupancy peaks, events, and turnover days.
Administrative & Financial Control
- Ensure accuracy of billing,
cashiering, pre-authorizations, deposits, refunds, and reconciliation
processes.
- Oversee reservation integrity, room
inventory controls, and PMS data accuracy.
- Prepare FO performance reports,
identify trends, and propose improvements in service flow and staffing.
Accountability
- Full accountability for the
operational and service performance of the Front Office.
- Responsible for maintaining a
professional team culture and ensuring clear communication across service
touchpoints.
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Ensures guest experience continuity through effective
coordination with Housekeeping, Guest Relations, and other departments.