Front Office Manager

Manages all Front Office operations at Shanti Maurice Resort & Spa, ensuring seamless service, exceptional guest experiences, and high team performance in line with the resort’s standards and brand values.

Main Responsibilities

As a Department Head, the Front Office Manager oversees and directs all Front Office operations, ensuring smooth guest arrival and departure procedures while maximizing guest satisfaction, employee engagement, and departmental financial performance.

Leadership & Team Management

• Lead, inspire, and motivate the Front Office team through strong interpersonal and communication skills.

• Foster mutual trust, respect, and teamwork across the department.

• Supervise and manage daily Front Office operations.

• Ensure recognition and celebration of team achievements.

• Communicate clear performance expectations and monitor progress.

• Conduct regular departmental meetings to align team objectives.

• Implement and manage progressive disciplinary procedures in line with SOPs.

• Administer performance appraisals for direct report managers.

• Maintain an open-door policy and address employee concerns proactively.

Operational Excellence

• Oversee all guest arrival and departure procedures.

• Ensure compliance with Front Office policies, standards, and procedures.

• Monitor staffing levels to meet operational and financial objectives.

• Maintain service standards that enhance the overall guest experience.

• Respond promptly and professionally to guest complaints and concerns.

• Ensure a positive and welcoming atmosphere in all Front Office areas.

• Step into operational roles when required to ensure seamless service delivery.

Financial & Strategic Management

• Achieve and exceed departmental performance and budget goals.

• Manage controllable expenses in line with financial objectives.

• Understand and optimize the impact of Front Office operations on Rooms Division and overall property performance.

• Develop and implement action plans to improve service performance and guest satisfaction.

Guest Experience & Service Excellence

• Lead by example in delivering exceptional hospitality.

• Empower employees to provide outstanding customer service.

• Identify guest needs and provide coaching to team members to exceed expectations.

• Drive continuous improvement in service quality and guest retention.