What are the responsibilities and job description for the Front Office Manager position at SkyBridge Luxury & Associates?
Position Summary
The Front Office / Guest Services Manager oversees all front-of-house operations, ensuring an exceptional guest experience at a luxury resort. This role provides leadership and direction for the Front Desk, Concierge, Bell Services, and Guest Relations teams while maintaining brand standards, operational efficiency, and financial performance.
The ideal candidate is a dynamic hospitality professional with a strong service ethos, proven leadership in luxury resort operations, and a commitment to creating memorable guest experiences.
Key Responsibilities
Guest Experience & Service Excellence
- Lead Front Desk, Concierge, Bell Services, and Guest Relations teams to deliver personalized, high-touch service
- Ensure smooth check-in/out, reservations, and guest communications
- Proactively resolve guest concerns, service recovery, and VIP requests
- Uphold luxury service standards aligned with Forbes Five-Star or AAA Four/Five Diamond expectations
Operational Management
- Oversee daily front office operations, staffing, scheduling, and workflow
- Monitor room inventory, reservations, and guest requests
- Implement and maintain SOPs, standard operating procedures, and service protocols
- Collaborate with Housekeeping, Reservations, Sales, and F&B to ensure seamless operations
Leadership & Team Development
- Recruit, train, coach, and mentor front office and guest services team members
- Conduct performance evaluations and provide ongoing professional development
- Foster a culture of accountability, teamwork, and excellence
- Lead daily briefings, operational meetings, and cross-department communication
Financial & Administrative Oversight
- Manage departmental budgets, labor, and productivity metrics
- Monitor revenue through upselling initiatives and loyalty program participation
- Ensure accurate reporting, daily audits, and operational compliance
Brand & Quality Standards
- Maintain high levels of guest satisfaction scores and online reputation
- Ensure compliance with brand standards, safety, and regulatory requirements
- Support luxury service audits, quality inspections, and staff training
Required Qualifications
- 5 years of progressive front office or guest services leadership experience in luxury resorts or hotels
- Experience with Forbes Five-Star, AAA Four/Five Diamond, or branded luxury resorts
- Strong knowledge of Front Office operations, PMS systems, and guest service standards
- Proven ability to lead and develop high-performing teams
- Exceptional communication, problem-solving, and interpersonal skills
- Flexible availability, including evenings, weekends, and holidays
Preferred Qualifications
- Multi-department oversight experience in Rooms Division
- Bachelor’s degree in Hospitality Management, Business, or related field
- Experience in high-volume, seasonal, or destination resort markets
Compensation & Benefits
- Competitive salary and performance-based incentives
- Health, dental, and vision coverage
- Paid time off and holiday benefits
- Professional development and career advancement opportunities
Salary : $95,000 - $105,000