Front Office Manager

What you'll do

• Oversee daily Front Office operations, including Front Desk, Guest Services, Concierge, and Night Audit functions.
• Ensure adherence to all hotel policies, procedures, and operational standards.
• Monitor staffing levels and scheduling to support business demands while maintaining labor efficiency.
• Ensure accurate room inventory management and communication with Housekeeping and other departments.
• Maintain compliance with safety, security, and emergency procedures.

• Lead and inspire the Front Office team to deliver warm, personalized, and anticipatory service.
• Ensure all guest interactions reflect Hotel Bardo's luxury service culture and brand standards.
• Resolve guest concerns promptly and professionally, turning service opportunities into memorable experiences.
• Monitor guest feedback, online reviews, and satisfaction scores, implementing action plans as needed.
• Actively engage with guests throughout the property to build relationships and anticipate needs.
• Recruit, train, coach, and develop Front Office team members.
• Conduct regular one-on-one coaching, performance conversations, and departmental training.
• Foster a culture of accountability, recognition, collaboration, and continuous improvement.
• Partner with the Director of Front Office on succession planning and talent development initiatives.
• Ensure all team members maintain professional appearance, grooming, and service standards.

Qualification

• Minimum 3 years of Front Office leadership experience in an upscale or luxury hotel environment.
• Strong knowledge of Front Office operations, guest relations, and service recovery.
• Experience supervising and developing high-performing teams.
• Excellent communication, interpersonal, and organizational skills.
• Proficiency with hotel property management systems and Microsoft Office.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.