Job Summary:
The Senior Manager is responsible for overseeing the front office day-to-day operations of our multi-hotel 5-star resort. This role requires a dynamic leader with excellent guest service skills, strong ability to manage a diverse team and the capacity to ensure seamless and luxurious experiences for all guests. The candidate must have a strong passion for hospitality and guest services with a deep understanding of front office operations and the ability to uphold the resort’s prestigious reputation.
Primary Responsibilities:
Leadership & Management
- Manage and supervise the front office team, including reception and concierge services, across multiple hotels within the resort.
- Develop and implement training programs to ensure high standards of service rendered to all guests.
- Ensure the front office team comply with resort’s policies and procedures, including safety and security protocols.
- Maintain knowledge of emergency procedures and ensure the team is trained accordingly.
- Attend and contribute to management meetings; provide insights on front office operations.
- Schedule and monitor the shift work of the team to ensure coverage at all times.
- Foster a positive and collaborative work environment.
Guest Services & Operational Excellence
- Oversee the daily operations of the front desk, including guest check-in/out, rooms allocation and payment process.
- Ensure exceptional guest experience from check-in to check-out; resolve guest complaints and concerns promptly and effectively.
- Handle VIP guests and high-profile clients, ensuring personalized and discreet services.
- Coordinate with housekeeping, maintenance and other departments to ensure room readiness and guest satisfaction.
- Monitor and maintain the front office's operational efficiencies and implement improvements or new initiatives, where necessary.
- Manage and optimize the use of property management systems (PMS) and other relevant technologies.
- Act as the primary point of contact between the front office and other departments, ensuring seamless communication.
Financial Management
- Assist in the preparation and management of the front office budget.
- Monitor revenue generation, including upselling opportunities and room rates management.
- Ensure accurate billing and payment process, minimizing errors and discrepancies.
Requirements:
- Bachelor’s degree in Hospitality Management, Business Administration, or related field is preferred.
- Minimum 5 years of experience in front office operations, with at least 3 years in a management role within a luxury or 5-star hotel/resort setting.
- Experience managing multi-hotel or large-scale resort operations will be an advantage
- Strong leadership and team management abilities.
- Excellent communication and interpersonal skills.
- Proficiency in property management systems (PMS) and front office software.
- Strong problem-solving skills and the ability to remain calm under pressure.
- Detail-oriented and good organizational skills.
- Able to work flexible hours, including night shift, weekends and public holidays.
