Essential Functions

1. Guest Services Management:
   1. Supervise and lead the front desk, concierge, and guest services teams to provide personalized, prompt, and efficient service to guests.
   2. Ensure that guest requests, concerns, and complaints are addressed promptly and resolved to the highest satisfaction.
   3. Maintain a welcoming and professional atmosphere in the lobby area, ensuring guests feel valued and attended to.
2. Team Leadership and Development:
   1. Recruit, train, and mentor front of house staff to uphold the hotel's service standards.
   2. Set performance expectations, conduct regular evaluations, and provide feedback to foster a culture of continuous improvement.
   3. Foster teamwork, cooperation, and open communication among the front of house teams and other hotel departments.
3. Operational Excellence:
   1. Oversee the daily operations of the front desk, including check-in/check-out procedures, room assignments, and cashiering functions.
   2. Collaborate with housekeeping, maintenance, and other departments to ensure the cleanliness, maintenance, and functionality of public areas, guest rooms, and facilities.
   3. Monitor guest feedback and implement appropriate measures to enhance service quality and guest satisfaction.
4. Guest Relations and VIP Services:
   1. Build and maintain relationships with guests, ensuring their needs and preferences are anticipated and fulfilled.
   2. Oversee the coordination of special requests with the resort concierge, including room amenities, transportation, restaurant reservations, and local activities.
   3. Identify opportunities to enhance the guest experience through personalized services and tailored experiences.
5. Financial Management:
   1. Assist in budgeting and financial planning for front of house operations.
   2. Monitor expenses, revenue, and occupancy rates, making data-driven recommendations to optimize performance.
   3. Implement effective cost control measures without compromising service quality.

Qualifications and Education Requirements

• Bachelor’s degree in hospitality management or a related field (preferred).
• Proven experience in a front of house management role within the luxury hospitality industry.
• Exceptional leadership and interpersonal skills, with the ability to inspire and motivate a diverse team.
• Strong organizational and time management abilities to handle multiple priorities and meet deadlines.
• Excellent problem-solving and decision-making skills, with a focus on providing exceptional guest experiences.
• Proficient in hotel management software systems and standard office applications.
• Availability to work flexible hours, including weekends and holidays, as needed.