Guest Services Manager / Operations Manager

The Zota Beach Resort is looking for a Front Office Manager. This role goes beyond daily front desk operations, focusing on team leadership, service excellence, problem resolution and collaboration across departments. This role is ideal for a hospitality professional who has mastered front desk supervisor operations and is ready to take the next step into front office management through leadership, accountability, and a passion for exceptional guest service.

Key Responsibilities

• Lead, coach, and motivate front desk agents to deliver exceptional, personalized guest service at every touchpoint
• Serve as the first escalation point for guest concerns, resolving issues with professionalism, empathy, and sound judgment
• Support Front Office Management with daily operations, including arrivals, departures, room assignments, and VIP coordination
• Ensure compliance with brand standards, service recovery procedures, and company policies
• Monitor staffing levels, productivity, and service flow to maintain efficiency and guest satisfaction
• Train new hires and continuously develop existing team members through feedback and performance coaching
• Collaborate with Housekeeping, Engineering, Reservations, and Sales to ensure seamless guest experiences
• Assist with operational reporting, guest satisfaction scores, and identifying service improvement opportunities
• Step into Manager-on-Duty responsibilities when required
  
  
  

Leadership & Growth Mindset

• Demonstrates ownership of the front office operation and takes initiative to solve problems before they escalate
• Thinks beyond the desk, considering the impact of decisions on guest loyalty, revenue, and team morale
• Actively seeks feedback, mentorship, and development opportunities to prepare for the next leadership level
• Serves as a role model for professionalism, service standards, and positive workplace culture
• Begins developing the skills necessary for managing schedules, labor control, and performance management
  
  
  

Benefits:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401(k)
• Short Term Disability
• Free Associate Parking
• Free Meal for every shift worked
• 25% Discount on Resort Outlets
• Hotel Discounts with OPL
• Friends and Family Discount
  
  
  

This is a great opportunity to be a part of an organization that believes our team members are our most important resource and therefore take great pride in selecting individuals that help us to achieve our company’s mission.

The company also conducts post-offer employment verification, motor vehicle, and criminal background checks.

We are an Equal Opportunity Employer. This company does not and will not discriminate in employment and personnel practices on the basis of race, sex, age, handicap, religion, national origin or any other basis prohibited by applicable law.