Manager, Front Office 
(11114)

SIRO Boka Place is more than a hotel – it’s a movement; a global lifestyle brand where world-class wellbeing meets exceptional hospitality – through a combination of state-of-the-art fitness, nutrition, sleep, recovery, and mindfulness facilities in purpose-designed destination hotels. Our hotels empower guests to unlock peak mental and physical performance, no matter who they are, or what they’re striving to achieve. We realise exceptional, immersive lifestyle destinations where you can live without compromise.

Nestled between pristine blue Adriatic waters and mountains of conserved greenery, SIRO Boka Place, Montenegro offers coastal city charm and boundless opportunity. Unlock your potential and embark on a new adventure as part of a community passionate about fitness and wellbeing.

About the Role

The Front Office Manager at SIRO Boka Place will be in charge of department daily tasks, assist in the training and counseling of the Team, reporting and manage any discrepancies necessary. Must be able to handle guest complaints and resolve them in an autonomous way, making track of resolution and following up.  

With experience in a high-quality luxury boutique Hotel/Resort, the  Manager FO will support the Director of Rooms and remaining Team Members in offering the highest level of customer service and making sure that the tools necessary to be successful are present.  

Should present a lively personality to engage with guests and colleagues, always keeping the spirit of a healthy work environment. Must live the brand concept, being active, with an understanding and love for sport activities.  

Supports all property operations, ensuring that the highest levels of hospitality and service are provided. Most have a hands-on approach.   

Manages the flow of questions and directs guests within the lobby.

Key Duties and Responsibilities

• Utilize interpersonal and communication skills to lead, influence, and encourage others; advocates sound financial/business decision making. 

• Encourages and builds mutual trust, respect, and cooperation among team members from all Departments.  

• Serve as a role model to demonstrate appropriate behaviours. Demonstrates honesty/integrity; leads by example. 

• Assist the Director of Rooms to supervise and manage the department Team Members. Understands employee positions to perform duties in their absence or in high demand times.  

• Assist the Director of Rooms to manage day-to-day operations, ensuring the quality, following of SOP’s and meeting the expectations of the guests on a daily basis. 

• Assists in setting Departmental and individual goals and plans to prioritize, organize, and accomplish quality of service. 

• Evaluate the staffing requirements and prepare work schedules, ensuring that there is an appropriate coverage according to hotel occupancy. 

• Support handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others. Makes an accurate record of all complaints or issues, following up with guests for total satisfaction.  

• Support implementation of the customer recognition/service program, communicating and ensuring the process. 

• Is knowledgeable of the Hotel services, Membership advantages and inclusions. Provide immediate assistance to guests as requested. 

• Can create a positive work environment by an active manner, being present in the Front of The House.  

• Communicates and assists the Team to understand guest needs, providing guidance, feedback, and individual coaching when needed. Can follow the training program for each Team member position.  

• Serve as a leader in displaying outstanding hospitality skills and being an example.  

• Empowers the Team to provide excellent customer service, observing behaviours and providing feedback.  

• Interacting with guests on a regular basis throughout the property to obtain feedback on quality of product, service levels and overall satisfaction. 

• Record guest issues in the guest response tracking system. Review and share Guest satisfaction results with the Team.  

• Setting performance standards and monitoring performance. 

• Assist as needed in the interviewing and hiring of team members with the appropriate skills. 

• To be very meticulous in completing the daily checklist and check that it has been done during shift handover. 

• Participate as needed in the investigation of Team Members and guest accidents. 

• Support regular inspection tours of the entire facility for appearance, safety, staffing, security, and maintenance. 

• Understand and can implement all emergency plans including accident, death, elevator, thefts, vicious crimes, bombs, fire, etc. 

• Understand and complies with security, health and safety policies and procedures. 

• Ensure compliance with all policies, standards, and procedures. 

• To assist with any other duties as required by the Hotel Manager or another member of the management team. 

Skills, Experience & Educational Requirements

• Bachelor's degree in hospitality management, business administration, or a related field. 

• At least 2 years of experience in a front office or guest services management role, in a luxury hotel. 

• Strong leadership and organizational skills, with the ability to effectively manage a team and prioritize tasks. 

• Excellent communication and interpersonal skills, with the ability to interact with Guests and staff at all levels. 

• Proficiency in Opera PMS, ALICE, SAGA would be plus. 

• Proficiency in English (oral and written),  

• additional language would be a plus. 

• Knowledge of relevant regulations and laws related to hotel operations. 

• Ability to work flexible hours, including weekends and holidays.

Our brand is expanding faster than ever before. We are investing in the growth of our company, and that means we are committed to investing in you. Join a team that is open-hearted, intuitive, generous, and spontaneous in spirit. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.