Front Office Manager

Role overview

Guest experience and operations

• Lead daily reception, arrivals and departures, guest services, and concierge operations.
• Deliver personalized welcomes in line with Banyan Tree service standards; anticipate and respond to guest expectations.
• Handle feedback and resolve escalations promptly and professionally.

Team, revenue, and standards

• Supervise, coach, and mentor team members; conduct briefings, performance reviews, and training.
• Coordinate with Revenue Management and Reservations to improve occupancy and rate performance; maximize upselling.
• Ensure SOP, brand, and policy compliance; monitor KPIs and oversee billing, night audit, and cash handling.

Collaboration

• Coordinate with Housekeeping, Guest Relations, Food & Beverage, and other departments.
• Participate in management meetings and contribute to strategic planning.

Experience and qualifications

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

Skills and competencies

• Strong guest service, 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, collaborative, and culturally aware.

About the employer

Development

• The employer describes role-related training and development programs to support professional growth.