Front Office Manager

About Banyan Group

Role Summary

Guest Experience and Operations

• Lead daily reception, arrivals and departures, guest services, and concierge operations.
• Ensure a warm, efficient, personalized welcome aligned with service standards.
• Improve service delivery by anticipating and responding to guest expectations.
• Handle guest feedback and escalations promptly and professionally.

Team Leadership and Development

• Supervise, coach, and mentor front office team members.
• Conduct team briefings, performance reviews, and training.
• Foster a positive, collaborative, guest-centric work environment.

Revenue and Business Performance

• Coordinate with Revenue Management and Reservations to optimize room occupancy and rate performance.
• Maximize upselling opportunities and contribute to revenue initiatives.

Standards and Collaboration

• Ensure compliance with SOPs, brand standards, and departmental policies; monitor front office KPIs.
• Oversee billing accuracy, night audit procedures, and cash handling.
• Coordinate with Housekeeping, Guest Relations, Food and Beverage, and other departments.
• Participate in management meetings and strategic planning.

Experience and Qualifications

• Minimum five years’ front office operations experience in luxury hotels or resorts, including at least two years in a supervisory or managerial role.
• Strong understanding of hospitality front office systems, such as Opera or a similar property management system.
• Proven guest-centric leadership and team development experience.

Skills and Competencies

• Exceptional guest service orientation, problem-solving, communication, and interpersonal skills.
• Ability to lead, motivate, and develop a high-performing team.
• Commercial awareness focused on revenue and operational results.
• Professional, proactive, adaptable under pressure, detail-oriented, positive, and collaborative.
• Strong cultural awareness and inclusive leadership style.

Development

• The employer describes training and development programs intended to support growth and skills development.