Job Purpose

The Front of House Manager ensures a welcoming, calm, and well-coordinated environment in the resort’s public guest-facing areas, particularly the lobby and arrival/departure zones. This role serves as the primary on-floor escalation point for guest concerns and service recovery, resolving issues directly and ensuring guests feel heard, valued, and supported.

The FOH Manager acts as a visible hospitality ambassador, working closely with the Front Office and Guest Relations teams to maintain service flow, communication clarity, and guest comfort during key interaction moments.

Key Responsibilities

• Maintain a strong, visible presence in the lobby and high-traffic guest areas throughout key arrival and departure periods.
• Serve as a point of approach for guests seeking support, clarification, or assistance.
• Proactively observe guest mood, service flow, queues, and pressure points, and intervene when needed to restore calm and efficiency.

• Serve as the first contact for escalated guest concerns, managing resolution with empathy, discretion, and ownership.
• Apply service recovery gestures and compensation in line with policy and situation sensitivity.
• Ensure recovery communication is completed and logged to GR / FOM systems for follow-up and trend reporting.

• Assist in managing arrival and departure pace, queue pressure, and guest movement coordination.
• Support Front Office and Guest Relations teams by guiding guests to the right assistance points and helping resolve bottlenecks.
• Ensure public areas reflect standards of presentation, atmosphere, and brand identity.

• Communicate real-time guest issues to the relevant department for follow-up (GR, FO, HSK, F&B, Engineering as needed).
• Participate in briefings and relay insights from guest interactions to support service improvement.
• Maintain and update the guest recovery log, ensuring accuracy and clarity of information.

• Provide on-floor coaching to FO, GR, and lobby teams regarding tone of voice, body language, guest approach style, and emotional intelligence.
• Role-model calm, confident, and respectful guest communication behavior.
• Support seasonal integration of new team members through presence, listening, and guidance.

• Fully accountable for guest service atmosphere and service recovery execution in front-of-house areas.
• Responsible for maintaining a hospitality-centered, calm, and positive tone in guest interaction zones.
• Ensures escalations are handled professionally and followed through.