Key responsibilities :

Oversee all front office operations, including guest check-in, check-out, and room allocation processes

Manage and supervise the front desk team and performance management

Ensure exceptional guest service standards are maintained at all times and address guest concerns and complaints promptly and professionally

Manage guest communications, including telephone inquiries, email correspondence, and special requests

Monitor and maintain accurate guest records, reservation systems, and front office documentation

Oversee room inventory, cleanliness standards, and coordination with housekeeping departments

Coordinate with other hotel departments including spa, food and beverage, and housekeeping to ensure seamless guest experiences

Handle VIP guest relations and ensure personalized service delivery for high-priority visitors

Generate front office reports and provide regular updates to senior management on operational metrics and guest feedback

Contribute to revenue optimization and occupancy management

What we're looking for :

Minimum 3-5 years of front office management experience in a luxury or boutique hotel environment

Strong leadership and team management skills with the ability to motivate and develop staff

Excellent customer service orientation with proven ability to handle difficult situations with grace and professionalism

Proficiency in front office management systems and property management software (PMS)

Outstanding communication skills in English; multilingual abilities are highly desirable

Strong organizational and time management capabilities

Knowledge of hotel operations, revenue management, and guest service standards

Ability to work flexible hours, including evenings, weekends, and public holidays as required

Attention to detail and commitment to maintaining high standards of presentation and professionalism

Problem-solving mindset and ability to work calmly under pressure

Previous experience in a spa or wellness resort environment is preferred

Experience managing guests from diverse cultural backgrounds is advantageous