Front Office Manager

Role Overview

Front Office Leadership

• Lead all Front Office operations including reception, guest services, concierge, and porter teams
• Ensure smooth arrival, in-stay, and departure experiences for all guests
• Champion a culture of intuitive, personalised, and attentive service
• Maintain strong communication with Housekeeping, F&B, and other resort departments

Guest Experience Excellence

• Create memorable guest journeys rooted in the unique mountain destination experience
• Handle guest feedback, concerns, and special requests with professionalism and care
• Anticipate guest needs and proactively enhance satisfaction and loyalty
• Ensure VIP arrivals and special occasions are delivered to a high standard

Team Management & Development

• Recruit, train, and lead the Front Office team in line with Mantis service standards
• Develop a strong, engaged, and service-driven team culture
• Conduct coaching, performance reviews, and ongoing skills development
• Foster a collaborative and supportive working environment

Operational Excellence

• Oversee daily Front Office operations, including room allocations, check-ins, and check-outs
• Ensure accurate use of PMS systems and guest data management
• Monitor occupancy, room status, and revenue-related front office processes
• Maintain strong control of cash handling, billing accuracy, and audit compliance

Pre-Opening & Systems Setup (if applicable)

• Support pre-opening planning including SOP development and systems implementation
• Assist in recruitment and onboarding of Front Office team members
• Help shape guest journey standards and service rituals for the resort opening
• Collaborate with leadership on readiness planning and operational launch

What We re Looking For

• 5+ years experience in Front Office / Rooms Division roles, ideally in resorts or luxury hospitality
• Pre-opening experience strongly preferred
• Strong leadership skills with the ability to inspire and develop teams
• Deep understanding of guest journey design and service excellence
• Strong knowledge of PMS systems and front office operations
• Calm, solution-oriented, and highly organised under pressure
• Excellent communication skills and cultural awareness
• Passion for hospitality, nature-led destinations, and meaningful guest experiences