Front Office & Guest Experience Manager

About the role

We are looking for an experienced, service‑driven Hospitality Manager to lead Front Office and Guest Experience operations across a portfolio of 11 luxury properties. The role oversees all Front Desk Hosts, ensures operational excellence, and delivers an exceptional guest journey at every touchpoint.

Key responsibilities

• Lead and supervise Front Desk Hosts to maintain the highest service standards and handle VIP guests, escalations, and guest recovery situations.
• Oversee check‑in/check‑out processes, reservations coordination, guest communications, and concierge‑level assistance.
• Manage scheduling, staffing coverage, shift coordination, and ensure operational continuity.
• Coordinate daily operations with Housekeeping, Maintenance, Security and other departments to ensure seamless execution.
• Conduct routine inspections of guest suites, public areas and front office spaces to guarantee impeccable presentation.
• Support budget administration, payroll control, purchasing oversight, receivables, payables and cost management.
• Prepare and analyse operational and administrative reports using company systems and software.
• Supervise cash handling, billing accuracy and administrative front office controls.

Required profile

• Proactive leader with strong operational expertise in luxury hospitality.
• Excellent communication skills and ability to perform effectively in a fast‑paced, guest‑centric environment.
• Experience recruiting, onboarding, training, scheduling and performance managing Front Desk teams.
• Collaborative mindset to work closely with Operations and Department Heads.

Required skills