Job Purpose

To lead and manage the Front Office operation, ensuring a seamless arrival, stay, and departure experience for all guests. The Front Office Manager holds full accountability for service delivery, team culture, guest communication, and the accuracy of administrative and financial processes at the front desk.

The role plays a central part in building a stable and returning seasonal team, fostering professional standards and a culture of warmth, efficiency, and guest focus.

 Key Responsibilities

Guest Services & Operational Leadership

• Oversee all Front Office processes including check-in, check-out, room assignment, billing accuracy, and guest communications to ensure smooth, efficient, and professional operation.
• Maintain a visible presence in the lobby and reception areas, particularly during peak arrival and departure periods.
• Ensure compliance with resort service standards, identity verification policies, safety procedures, and data privacy regulations.

Team Leadership & Seasonal Continuity

• Recruit, onboard, train, and evaluate Front Office team members, ensuring strong service execution and adherence to standards.
• Foster a positive workplace culture that encourages teamwork, responsibility, and seasonal return of high-performing employees.
• Deliver daily briefings and ensure effective communication and knowledge transfer between shifts.

Guest Experience & Service Recovery

• Monitor guest satisfaction indicators and address issues or complaints with discretion, empathy, and timely resolution.
• Work closely with Guest Relations to ensure personalized service and proactive handling of VIPs, special occasions, and guest preferences.
• Promote consistency in guest communication tone, approach, and problem-solving style.

Coordination with Other Departments

• Ensure effective communication with Housekeeping for room readiness, priorities, special requests, and guest movement planning.
• Collaborate with Maintenance, Security, and F&B teams to support seamless guest experiences throughout the stay.
• Participate in operational planning for resort occupancy peaks, events, and turnover days.

Administrative & Financial Control

• Ensure accuracy of billing, cashiering, pre-authorizations, deposits, refunds, and reconciliation processes.
• Oversee reservation integrity, room inventory controls, and PMS data accuracy.
• Prepare FO performance reports, identify trends, and propose improvements in service flow and staffing.

Accountability

• Full accountability for the operational and service performance of the Front Office.
• Responsible for maintaining a professional team culture and ensuring clear communication across service touchpoints.
• Ensures guest experience continuity through effective coordination with Housekeeping, Guest Relations, and other departments.

 

Qualifications & Experience

• Proven experience as a Front Office Manager or similar role preferably in a 5* luxury hotel.
• Degree in Hospitality Management / Tourism.
• Computer Literacy and knowledge of Hospitality software (Opera, Fidelio).
• Fluency in English.
• Fluency in a second language (Russian, German, French).
• Strong communicative, interpersonal, managerial & problem-solving skills.

What we offer

Team: Becoming a member of an organization that cares about its people, the environment, and the local communities.

Grow: Have room to grow and develop via numerous opportunities for learning, professional development, and career advancement.

Care: Competitive remuneration package, Accommodation & daily transportation, Full board meals, Departmental training.