About the Job 

• The Front of the House Manager is responsible for leading all front-facing guest service departments and ensuring full compliance with hotel service standards, operational excellence, and the consistent delivery of exceptional luxury guest experiences. 

• This role oversees the daily operations ensuring seamless coordination across all front-of-house functions. The position plays a key leadership role in elevating the guest journey, optimizing efficiency, driving financial performance, and fostering a culture of service excellence. 

About You 

• Proven leadership experience in luxury hospitality, preferably within Front Office or Rooms Division. 

• Minimum of 5+ years in progressive hotel operations roles. 

• Strong operational knowledge of Front Office systems and guest service procedures. 

• Demonstrated ability to lead multicultural teams and inspire service excellence. 

• High emotional intelligence and strong decision-making abilities. 

• Experience managing budgets, departmental KPIs, and performance metrics. 

• Strong conflict resolution and service recovery skills. 

• Excellent communication skills in English; Spanish preferred. 

• Ability to work on flexible schedules, including weekends and holidays. 

• Professional presentation aligned with luxury hospitality standards. 

• Results-oriented mindset with strong attention to detail. 

• Ability to remain composed under pressure and handle multiple priorities simultaneously. 

• champion, maintaining the highest standards of professionalism, luxury hospitality, and guest satisfaction at all times. 

Key Responsibilities 

• Operational Leadership 

• Oversee and lead the operations of RAM´s, Host Department, Night Manager. 

• Ensure seamless daily arrival and departure experiences, including VIP greetings and room readiness oversight. 

• Serve as Manager On Duty when required. 

• Maintain cleanliness, organization, and ambiance of all front-of-house public areas. 

• Ensure all departmental procedures and brand standards are consistently upheld. 

• Monitor and elevate the complete guest journey across all touchpoints. 

Service Excellence & Guest Experience 

• Lead by example in guest engagement, service recovery, and luxury hospitality standards. 

• Ensure all guest communications and emails are responded as per standard time.   

• Represent the resort in a courteous and professional manner at all times. 

• Foster a culture focused on personalization, anticipation of guest needs, and memorable experiences. 

Team Leadership & Development 

• Lead weekly departmental meetings and participate in Executive/Operations meetings as required. 

• Coach, mentor, and evaluate team leaders; set annual objectives and monitor performance progress. 

• Ensure all sub-departments follow structured annual training plans and colleague development initiatives. 

• Collaborate with HR on recruitment, staffing plans, vacation scheduling, and compliance with policies and procedures. 

• Promote collaboration across departments to achieve guest satisfaction and resort performance goals. 

Financial & Strategic Contribution 

• Assist in establishing operational and financial goals and strategies. 

• Participate in resort CAPEX planning and follow through on front-of-house projects. 

• Monitor departmental performance to maximize efficiency and cost control. 

• Work closely with the Director of Engineering regarding room-related maintenance needs and service enhancements. 

Additional Responsibilities 

• Ensure alignment with all company policies and brand standards. 

• Perform any other duties as assigned by the Hotel Manager. 

• Maintain required pars of all front office and stationary supplies. 

• Review daily front office work and activity reports generated by Night Audit. 

• Review Front office log book and Guest feedback forms on a daily basis. 

• Maintain an organised and comprehensive filing system with documentation of purchases, vouchering, schedules, forecasts, reports and tracking logs. 

• Perform other duties as requested by management.