Job Title: Front Office Team Lead
The position of Front Office Manager has become available in a luxury spa hotel setting. The successful candidate will be responsible for leading the front office team and delivering exceptional guest experiences.
About the Role
* Manage all aspects of front office operations including check-in/check-out, reservations, guest services, and concierge.
* Lead, train, and supervise the front office team; roster duty shifts; ensure continuous development.
* Maintain and monitor front office financials: cash handling, billing, night audit, folio reconciliation.
* Liaise with housekeeping & maintenance to ensure accurate room status, smooth room turnovers, and guest rooms ready on time.
* Handle guest feedback and complaints, ensuring prompt resolution and follow-up.
* Ensure adherence to hotel property management system (PMS), reservation systems and other tech/tools.
* Maintain front office standards, procedures, SOPs; ensure compliance with health & safety, fire/emergency protocols.
* Be 'on call' or act as Manager-on-Duty when required, including evenings / weekends / public holidays.
* Monitor and report occupancy, revenue, guest satisfaction metrics; implement improvements.
Requirements
* Minimum of 2-3 years' experience in a management or supervisory role on a front desk in a hotel (ideally 4-star or higher).
* Strong leadership skills; experience in training and developing staff.
* Excellent communication & interpersonal skills; ability to stay calm under pressure.
* Solid experience with PMS software and reservation systems.
* Strong organisational skills, attention to detail, ability to multitask.
* Flexibility to work shift hours, including evenings, weekends, and public holidays.
* Guest-focused mindset; problem solver with ability to resolve issues in a positive, professional manner.
* Good standard of computer skills.
Benefits:
* Accommodation provided