Front Office Manager

Oversee all daily Front Office operations including reception, guest services, concierge, and arrival/departure experiences Ensure smooth and efficient guest journeys aligned with luxury hospitality standards Maintain consistent service delivery across all guest touchpoints Support pre-opening planning, systems setup, SOP development, and operational readiness Guest Experience & Service Excellence Create personalised and memorable guest experiences that reflect the brand ethos Act as a visible ambassador of the resort, building strong guest relationships Manage guest feedback, service recovery, and ensure timely resolution of concerns Continuously identify opportunities to enhance the overall guest journey Team Leadership & Development Recruit, train, and develop a high-performing Front Office team Lead daily briefings, coaching sessions, and performance discussions Build a culture of ownership, teamwork, and genuine hospitality Support team engagement, succession planning, and talent development Operational & Commercial Performance Monitor Front Office performance against key operational KPIs Drive upselling opportunities, room revenue optimisation, and guest engagement initiatives Work closely with Reservations, Sales, Revenue Management, and Finance teams Support effective workforce planning, scheduling, and productivity management Systems, Standards & Compliance Ensure accurate use of PMS and Front Office systems Maintain brand standards, policies, and operating procedures Ensure compliance with local regulations, Accor standards, and guest safety requirements Support audit readiness and continuous improvement initiatives Collaboration & Resort Experience Partner closely with Housekeeping, F&B, Engineering, and Guest Experience teams to deliver a seamless resort operation Support VIP arrivals, special occasions, and bespoke guest experiences Contribute to creating a distinctive resort culture and sense of place

Bachelor's degree in Hospitality Management, Business Administration, or a related field (preferred). 3 5 years of experience in front office operations, with at least 1 2 years in a supervisory or managerial role. Experience using property management systems (Opera) or front office software is an advantage. Additional Information experience is an asset Prior experience working with Opera or a related system Strong interpersonal and problem solving abilities Fluency in English, additional languages are a plus